Navigating the New Landscape of Business Calls and Texts

 

Why This Feature Matters

 

 

Mobile carriers like AT&T, Verizon, and T-Mobile are increasing efforts to reduce spam. By understanding how calls and texts are monitored, you can:

 

• Improve call and text deliverability

• Build trust with your leads and clients

• Comply with consumer protection laws

• Protect your number’s reputation and avoid carrier-level blocking

 

 

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Step-by-Step Instructions

 

 

 

Understanding Carrier Monitoring Criteria

 

 

Carriers flag messages and calls as spam based on:

 

• Answer Rate: Low connection rates can signal spam.

• Call Length: Very short calls (under 4 seconds) raise red flags.

• Repetitive Calling: High call volume to a single number = “wardialing” risk.

• Decline/Report Rate: High “unwanted” reports damage reputation.

• Call Timing: Late-night or early morning calls are scrutinized (e.g., 3 AM).

 

 

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How to Build Your Number’s Reputation

 

 

• Add your Sierra Dialer number to your email signature and website

• Ask clients to save your number in their phone

• Start texts with your name and company

• Be transparent and clear about your reason for contact

• Personalize every message or voicemail

• Get opt-in consent before sending texts

• Always offer a clear opt-out and honor opt-out requests immediately

 

 

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Responsible Calling with Sierra Dialer

 

 

• Follow state-specific call opt-in/opt-out laws

• Avoid calling numbers that aren’t expecting contact

• Do not call numbers on the Do Not Call Registry

• Mark and honor no-contact requests within your CRM

• Use the dialer for ongoing conversations to improve answer rates

• If a call is missed, leave a voicemail or follow up with a text—don’t repeatedly call

 

 

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Responsible Texting with Sierra Dialer

 

 

• Use Sierra tools for one-to-one, personal text messages

• Only text leads who have explicitly opted in

• Avoid texting numbers on the Do Not Call list

• Do not repeat messages to non-responsive contacts

• Always include opt-out instructions in the first message

• Use full URLs and avoid spammy language

• Include your name and business info for transparency

 

 

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Best Practices

 

 

• Regularly check your answer and opt-out rates

• Use personalized messaging instead of generic scripts

• Avoid sending messages during odd hours

• Monitor campaign performance to reduce potential complaints

• Utilize Sierra’s features to manage compliance and tagging

 

 

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Tools to Help Maintain Healthy Carrier Reputations

 

 

• Sierra Branded Caller ID – improve call recognition

• Text Segment Counter – avoid message splitting or overcharges

• Spam Word Avoidance Guide – refine email/SMS content

• Twilio SMS Guidelines

   

  • US Guidelines

  • Canada Guidelines

   

• Phone Number Reputation Registries

   

  • www.freecallerregistry.com

  • First Orion Portal

   

 

 

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Troubleshooting Common Issues

 

 

• Texts flagged or blocked? Check for spam trigger words or missing opt-in

• Low call answer rates? Improve personalization and avoid over-contacting

• High opt-outs? Review message content, timing, and targeting strategy

 

 

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FAQs

 

 

What’s the best way to avoid being marked as spam?

Always personalize messages, introduce yourself clearly, and avoid repetitive, unsolicited outreach.

 

Do I need opt-in for text messages?

Yes. Explicit opt-in is required to comply with TCPA and avoid carrier filtering.

 

Is it okay to text leads after one failed call?

Yes—but include your name, reason for contact, and an opt-out option in the message.