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14 posts

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#268067 26-Feb-2020 13:43
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We use Twilio to provide SMS messaging to local customers, we have recently started to see a big increase in the number of messages that Twilio reports as delivered but are never actually received by the customer.

I am able to fail/succeed sending to my phone by including a URL in the message ie: if I include a URL no message is received, remove the URL and the message is received successfully. Hence my thought that it is local filtering.

 

I am hoping that someone can point me in the right direction to try and resolve the issues we are having or re-word the messages to avoid triggering the filtering.

 

Any suggestions/ideas would be greatly appreciated.

 

Cheers
Richard


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  #2427473 26-Feb-2020 13:45
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Any particular provider?

 

FWIW, I receive SMS from e.g. doctor which includes a URL. I'm with Spark.

 

 


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  #2427577 26-Feb-2020 15:55
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You need to talk to your service provider(s) about why the URL's are being filtered, and also consider that it's probably good practice to not provide a hyperlink via SMS - as the reduced view provided by a mobile UX is the kind of thing that bad actors would love to exploit.





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14 posts

Geek


  #2427580 26-Feb-2020 16:02
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Thanks guys, even without the URL some SMS messages are being blocked locally.


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  #2427582 26-Feb-2020 16:04
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I'd contact Twillio to start tracing from there.





 

 

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  #2427583 26-Feb-2020 16:09
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Just out of interest, are the receiving numbers using Vodafone? We've had a recent issue at work using Twilio also where texts were not getting through and I heard the cause was due to Vodafone having some sort of filter in place and needed the originating number to be white-listed.




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Geek


  #2427630 26-Feb-2020 17:44
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Twilio's response is that they have delivered to the carrier so that's where there tracing ends.

 

We are experiencing the issue across multiple carriers - I am with Vodafone and can have messages fail by adding a URL hence why I am thinking there is something going on at this end.

 

Have tried sending from a different US Twilio number and still the same result.

 

Talked to Vodafone support but not surprisingly the Ninja I spoke to had no idea of what, who or where I should go...




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Geek


  #2430204 2-Mar-2020 16:21
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After having Twilio trace some specific messages they tell me that Vodafone have "intensified" their spam filtering so lots of our legit messages are now being blocked.

 

Twilio can offer us a dedicated Short Code but have indicated a price of somewhere in the vicinity of US$1000 per month which is not an option.

 

Any suggestions of the process to whitelist our messages with VF would be appreciated.

 

Cheers
Richard


 
 
 
 


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  #2430224 2-Mar-2020 16:49
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Can you clarify the exact purpose or nature of the messages that you're sending? From the information you've provided it's unclear whether or not the spam filtering is warranted in your particular case.




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Geek


  #2430233 2-Mar-2020 17:00
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We use a drycleaning POS called SPOT (www.spotpos.com) which allows us to send order ready notification SMS to customers (advising their orders are ready).

 

The customers can request opt-out which we honour at POS.

 

They can also opt-out via STOP reply which is honoured by Twilio.

 

The Order Ready message is sent with a standard template eg:

 

~Hi @FIRSTNAME, Your Order is Ready. The balance due is $@PRICE. Many thanks for your custom. Regards @STORENAME.~

 

It is these messages that are getting blocked.

 

We are able to send "free-form" messages from within the POS - these messages are basically never blocked.

 

Cheers
Richard


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  #2435032 9-Mar-2020 14:18
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We are also getting a large number of reported missing messages to Vodafone numbers. 

 

We send plain text with a 6 digit confirmation code. 

 

Twilio show these messages as delivered. 

 

Did you manage to get white listed? 




14 posts

Geek


  #2435139 9-Mar-2020 16:22
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Hi 

 

We have applied for the shared white-listed number and are waiting to hear back.

 

Following is an extract from the Communications Consultant that we dealt with, good luck:

 

Please email our support team (support-help@twilio.com) to submit your application for carrier whitelisting.

 

 

 

Please complete the following information when sending your email to support :

 

 

 

Twilio Account SID:
Type Of SMS Service (no marketing/promo traffic allowed): e.g. Appointment reminders, OTP/auth codes, etc
Service Description:
Example: Providing storm/lighting alerts to New Zealand residents by SMS
How Does the End User Initiate Service:
Example: End user provides mobile number during online registrations and checks box to receive lighting SMS alerts.
Your company's Customer Care email address: e.g. customercare@yourwebsite.example
Your company's Customer Care local NZ call number:
Web URL for your end user Terms & Conditions: e.g. yourwebsite.example/terms-and-conditions
Note: If your Terms and Conditions cannot be viewed online, please provide a copy in PDF format.



14 posts

Geek


  #2435707 10-Mar-2020 14:34
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We have been approved for a shared whitelisted US ShortCode so will see if that solves the issue.

 

Thanks to everyone for advice and suggestions etc.

 

Cheers
Richard


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  #2435726 10-Mar-2020 15:00
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I have heard from a few people lately that Twillo texts are getting "lost". I don't believe they have any legit links to the NZ telcos.

 

If you need reliable delivery, go with a NZ based provider. Not only should you get reliable, hassle free delivery, but they should be able to respond to any problems quickly and by phone if required....


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  #2435728 10-Mar-2020 15:05
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Thanks for the update on this, we've been having similar issues with Twilio and Vodafone for appointment reminders not being delivered. Will try and get whitelisted as well.




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Geek


  #2435732 10-Mar-2020 15:10
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We use a US developed and Hosted specialist POS system and the Twilio functionality is hard coded in the software so unfortunately no option to utilise a local provider.

It looks like Twilio sends via Vodafone and due to Vodafone intensifying their filtering there are more text messages being blocked/lost.

Hopefully using the whitelisted ShortCode will avoid ongoing issues. I note that the CID is now the same as Twilio use for their 2FA codes.

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