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SMS Guidelines

 Tone & Messaging Framework

🎯 Core Principle

All communication should be:

  • ProfessionalProfessional, 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

        AvoidingIf overpromisingyou 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

        SMS❌ GuidelinesCarrier-Sensitive / Blocked Words

        🚫 1. High-Risk / Commonly Blocked Words

        • These

          Carrier-safeare wording

          frequently flagged by carriers or spam filters:
        • Guaranteed

          What/ NOTGuarantee

        to100% sayInstant (scoreapproval guarantees,No etc.)credit check Pre-approved Risk-free Act now Limited time offer Urgent!!! Congratulations, you’ve been selected

        👉 These trigger Emailmarketing Standardsspam filters

        🚫 2. Financial & Credit Repair Trigger Words (VERY IMPORTANT FOR YOU)

        • Fix

          Structureyour (greeting,credit body, CTA, signature)

          fast
        • Remove

          Whenall tonegatives

        useErase templatesbad credit Improve your score instantly Delete collections guaranteed Wipe your report

        Review👉 RequestsThese 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.

        • When to ask

          Examples:
        • Shaft

        How

        Vape toCBD askCannabis withoutAdult sounding pushy terms

        👉 Even if unrelated, these can flag your message

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