Salesloft Messenger brings SMS messaging (texting) into your communication strategy. Texting is a quick way to make contacts and maintain communication with them. However, like other communication mediums, texting has its own set of rules.
When using Messenger to communicate, it is important to understand Salesloft’s messaging guidelines.
In this article, you will learn about Salesloft’s Messenger guidelines, including:
Want to learn more about accepted practices for Messenger? Check out our Messenger Best Practices article.
Salesloft Messenger Twilio & CTIA Compliance
The Salesloft Dialer and Salesloft Messenger utilize Twilio for calling and text messaging. Your Salesloft number is provided by Twilio and is, therefore, subject to Twilio’s policies.
By using Salesloft Dialer and Messenger, you agree to comply with Twilio’s Messaging Policy and Twilio’s Acceptable Use Policy. Without limitation of the applicability of such policies, you must identify yourself as the sender. This means that in every message you send, you must clearly identify you as the sender, except in follow-up messages of an ongoing conversation.
When you send a message to a new contact for the first time, Salesloft Messenger will automatically include the following opt-out language: "Reply STOP to unsubscribe". If a contact responds STOP, you will no longer be able to message that contact. Any message attempts sent afterwards will not deliver.
The Cellular Telecommunications Industry Association (CTIA) also establishes industry guidelines for SMS and text messaging communications. By using the Salesloft Messenger, you agree to implement and abide by all of the CTIA’s Messaging Principles and Best Practices. If you use Salesloft Messenger to send texts/SMS messages in Canada, then you must comply with certain industry guidelines and mobile operator policies that may apply.
Prohibited Actions and Prohibited Content
SMS messaging offers a convenient form of communication, but it is important to be aware of appropriate usage. Ensuring that you and your team are aware of prohibited and frowned upon actions will help your organization maintain a healthy and positive texting environment.
As a Messenger user, you agree to not violate any law, rule, regulation, or third-party right when using Salesloft Dialer and Salesloft Messenger. You further agree not to use any misleading or incorrect names, addresses, email addresses, or other information in any message created or sent using Salesloft Messenger.
As a Messenger user, you are also prohibited from transmitting or storing any content or communications that contain prohibited content, including but not limited to:
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Inappropriate content that is illegal, harmful, unwanted, objectionable, confirmed to be criminal misinformation, or otherwise poses a threat to the public.
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All content must be legal across all 50 U.S. states, the District of Columbia, and all Canadian provinces, as applicable.
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Sending anything that is illegal in the jurisdiction where the message recipient lives. Examples include, but are not limited to:
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Cannabis. Messages related to cannabis are not allowed in the United States as federal laws prohibit its sale, even though some states have legalized it.
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CBD. Messages related to CBD are not permissible in the United States, as certain states prohibit its sale.
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Prescription Medication. Offers for prescription medication that cannot legally be sold over the counter are prohibited in the United States.
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SPAM (i.e., unwanted messages such as but not limited to unsolicited bulk commercial messages).
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Marketing Content sent to recipients on paid or rented lists (of any form) or sent to List brokers (of any form) party.
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Impersonating or misrepresenting your affiliation with any person or entity;
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Contains any private or personal information of a third party without such third party’s consent.
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Contains any viruses, corrupted data or other harmful, disruptive or destructive files or content.
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Fraudulent or misleading messages.
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Depictions or endorsements of violence, or promoting, endorsing or facilitating hate speech or discrimination against people based on race, ethnicity, religion, age, gender or identity expression, sexual orientation, marital or parental status, disability, veteran status or any other characteristic.
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This includes hate speech, harassment, exploitative, abusive, or any communications that originate from a hate group.
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Other content not allowed by U.S. Carriers (e.g. T-Mobile, Verizon, and AT&T) and Canadian Carriers, such as: high-risk financial services (payday loans, short term-high interest loans, third-party mortgage loans, student loans, third-party auto loans, cryptocurrency), third-party lead generation services, debt collection or forgiveness, “get rich quick” schemes, illegal substances, prescription medications, gambling, and certain categories without proper age gating procedures (i.e. firearms, alcohol, tobacco, etc.); or
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In Salesloft’s sole judgment, messages or content that are objectionable or that restrict or inhibit any other person from using or enjoying his or her device, email, or other communications service, or that may expose Salesloft or others to any harm or liability of any type.
