4. How often phone number status changes ?

Status changes

When the quality rating reaches low quality, your phone number quality rating changes to Low. If the phone number quality is Low and on track to be downgraded to a lower message tier, the phone number status changes to Flagged. When a phone number is Flagged, if the quality doesn't improve over 7 days, the status returns to Connected. However, the messaging limit will decrease to the next level. For example, the phone number that used to have the 100,000 messaging limit now has the 10,000 messaging limit.

• Connected: You can send outgoing messages within your set messaging limit.

• Flagged: This status occurs when the phone number’s quality rating changes to Low and is on track to be downgraded to a lower message tier. Businesses can't upgrade messaging limit tiers while the status is Flagged. If the quality rating:

  • Improves to a high or medium quality by the 7th day from when your status was changed to Flagged, the status will return to Connected and your messaging limit tier will remain unaffected.

  • Does not improve to a high or medium quality by the 7th day from when your status was changed to Flagged, your status will return to Connected. However, your messaging limit will decrease to the next level.

If your quality rating reaches low quality, or your phone number status changes to Flagged or Restricted status, you'll receive an email and notification in Business Manager as a warning.

• Restricted: This status occurs when you reach your messaging limit, regardless of the quality rating. While the status is Restricted, you can’t send any outgoing messages until 24 hours have elapsed. You can still respond to any messages that customers initiate.

Note: If you are a business solution provider (BSP), pass this information to your clients so that they can proactively manage these warnings.

Messaging limits

Messaging limits determine the maximum number of business-initiated conversations each phone number can start in a rolling 24-hour period. A business-initiated conversation starts when the first message is delivered to a customer and ends 24 hours later. A conversation can’t end before then.

If you reach the messaging limit, you can start more conversations when one or more active conversations end. Remember that messaging limits don’t apply to the user-initiated conversations.

There are 4 levels of messaging limits applying to businesses that have completed the business verification:

• Allows your phone number to have 1,000 business-initiated conversations (with 1,000 unique customers) in a rolling 24-hour period.

• Allows your phone number to have 10,000 business-initiated conversations (with 10,000 unique customers) in a rolling 24-hour period.

• Allows your phone number to have 100,000 business-initiated conversations (with 100,000 unique customers) in a rolling 24-hour period.

• Allows your phone number to have unlimited business-initiated conversations in a rolling 24-hour period.

Note: A business starts with 1,000 business-initiated conversations per phone number when it completes the business verification.

Beginning May 2022, if your messaging limit is close to being reached or at risk of being decreased, you will be alerted through the overview dashboard. You can click into this alert to learn more about how to increase your messaging limit or prevent it from being decreased. You’ll also be able to see your history of messaging limits.