SMS Guidelines
Tone & Messaging Framework
🎯 Core Principle
All communication should be:
- Professional, but conversational
- Clear, not overly technical
- Confident, without overpromising
✅ What Good Messaging Looks Like
- Easy to understand
- Acknowledges first, responds after
- Sets clear expectations
- Includes a next step
- Reassures without making guarantees
❌ What to Avoid
- Overly formal or robotic tone
- Vague responses (no clear action)
- Overpromising outcomes
- Dismissive or rushed replies
SMS Guidelines
✅ Best Practices
- Take a bottom up approach when managing the unread inbox in GHL, make sure to prioritize clients that have been waiting for a response for a longer period of time, or those who have more urgent and time-sensitive concerns
- Maintain awareness of unread messages and ensure timely responses
- Avoid skipping messages, especially from frustrated or upset clients
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If you are unsure how to respond, ask for guidance so you are better prepared next time.
✅ Simple Response Framework
A.C.T.S = Acknowledge → Clarify → Take Action → Secure Next Step
❌ Carrier-Sensitive / Blocked Words
🚫 1. High-Risk / Commonly Blocked Words
- These are frequently flagged by carriers or spam filters:
- Guaranteed / Guarantee
- 100%
- Instant approval
- No credit check
- Pre-approved
- Risk-free
- Act now
- Limited time offer
- Urgent!!!
- Congratulations, you’ve been selected
👉 These trigger marketing spam filters
🚫 2. Financial & Credit Repair Trigger Words (VERY IMPORTANT FOR YOU)
- Fix your credit fast
- Remove all negatives
- Erase bad credit
- Improve your score instantly
- Delete collections guaranteed
- Wipe your report
👉 These can trigger filtering and create compliance risk (FTC / CROA issues)
🚫 3. SHAFT Words (Carrier-Specific Filtering Triggers)
“SHAFT” is a known industry term for words carriers heavily filter.
- Examples:
- Shaft
- Vape
- CBD
- Cannabis
- Adult terms