Recommendations for Twilio Messaging

The Intelligent Discovery Assistant for Twilio Messaging provides personalized recommendations to help you optimize your messaging traffic. By analyzing specific parameters of your messaging data, the Intelligent Discovery Assistant can identify issues such as high opt-out rates or spam complaints and offer tailored solutions to address these problems.

The Intelligent Discovery Assistant provides personalized recommendations by analyzing your messaging traffic, identifying patterns that previously required our support team's expertise. This feature saves you time by offering actionable insights without the need to submit a support ticket, allowing our agents to focus on tasks that require a deeper understanding of your specific needs.

After reading this document, you will be able to:

• Understand how the Intelligent Discovery Assistant analyzes your messaging data.
• Receive and interpret personalized recommendations to improve your messaging traffic.
• Implement suggested actions to reduce opt-out rates and spam complaints.

The Intelligent Discovery Assistant offers personalized recommendations to help you improve the deliverability and compliance of your messages. By analyzing the parameters you provide, the assistant identifies issues in your messaging traffic and presents tailored solutions within the Intelligent Discovery Assistant. These recommendations are designed to optimize your messaging performance and ensure adherence to Twilio's Messaging Policy and Acceptable Use Policy.

The Intelligent Discovery Assistant analyzes various parameters of your messaging traffic, including:

• Opt-out rates for the past seven days and other time periods based on parameters you provide during your interaction.
• Spam complaints for the past seven days and other time periods based on parameters you provide during your interaction.

When interacting with the Intelligent Discovery Assistant regarding outbound messages failing with error code 30007 and your parameters match a personalized recommendation for high opt-out rate, you will receive the following response:

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Here are some actions you can take:

1. Ensure you have permission first.
   • Only send messages to mobile users who have provided consent (opted-in) to receive messages from you.
2. Have a clear introduction.
   • Ensure that your messages clearly identify who is sending the message.
3. Maintain your contact list.
   • If you are sending messages to users repeatedly over a long period of time, check in with your recipients at least once every 18 months to ensure they still want to receive messages from you. The mobile number you are sending messages to may have changed owners, or the recipient may not remember giving consent to receive messages from you.
4. Actively manage your contact list
   • Process the daily deactivation file. Once a customer deactivates their phone number, you no longer have consent to send to that number.
5. Revisit your consent processes.
   • Spikes in opt-outs can be an indicator that there is something that needs to be corrected in your consent or opt-out mechanisms.

When interacting with the Intelligent Discovery Assistant regarding outbound messages failing with error code 30007 and your parameters match a personalized recommendation for high spam complaints, you will receive the following response:

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Here are some actions you can take:

1. Validate that your messages are compliant.
   • Ensure that you are not sending content that is illegal, harmful, unwanted, inappropriate, including content that is false or inaccurate, is hateful or encourages hatred or violence against individuals or groups, or could endanger public safety.
2. Adhere to country-specific SMS guidelines.
   • Twilio provides SMS guidelines for different countries. It's crucial to check and follow these guidelines to ensure compliance with local regulations and best practices.
3. Avoid spam triggers.
   • Be mindful of the content in your messages. Avoid using spam trigger words, excessive use of caps, or exclamation marks that might flag your messages as spam.
4. Ensure you have permission first.
   • Your recipients must have explicitly opted in to receive messages from you. Provide them with a straightforward and clear way to opt-out of future communications.
5. Personalize and segment your messages.
   • Tailor your messages to the interests and preferences of your audience. Use segmentation to ensure that the right messages reach the right people at the right time.
6. Revisit your consent processes.
   • Spikes in spam complaints can be an indicator that there is something that needs to be corrected in your consent or opt-out mechanisms.

We aim to broaden the scope of recommendations provided by the Intelligent Discovery Assistant. If personalized recommendations are not identified for your particular account, the assistant will parse through public documentation and provide a recommendation to solve the issue based on Twilio's public documentation.

Twilio's AI Nutrition Facts provide an overview of the AI feature you're using, so you can better understand how the AI is working with your data. Recommendations’ AI qualities are outlined in the following Nutrition Facts label. The AI Nutrition Facts for Recommendations apply to both the Public Beta and Private Beta offerings. For more information and the glossary regarding the AI Nutrition Facts Label, please refer to Twilio's AI Nutrition Facts page.

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Here are some possible next steps and additional resources to help you get started:

• Twilio Programmable Messaging API Documentation
• Contact Twilio Support