Ivy best practice: messaging policies

Ivy messaging has specific acceptable use policies and messaging policies. There are content restrictions based on communication laws and regulations in the US and Canada. These restrictions apply to all accounts globally, because Ivy is hosted with the US.

Please see the table below for forbidden message categories. Make sure that agents are aware of these forbidden categories and update your policies, and templates for replying to guests accordingly. We have created filters that will stop most messages in these categories from going out but it is very important that your team is aware of these guidelines and does not attempt to trick the filters by using misspelling words, changing acronyms, and more. Failing to follow these guidelines can result in your Ivy account being banned.

Forbidden message categories for SMS/MMS 

Category	Examples	Notes
High-risk financial services	Payday loans Short term high-interest loans Third-party loans (e.g., auto, mortgage) Student loans Cryptocurrency	“Third-party” means originating from any party other than the one which will service the loan.
Third-party lead generation services	Companies that buy, sell, or share consumer information.
Debt collection or forgiveness	Third-party debt collection Debt consolidation Debt reduction Credit repair programs	“Third-party” means originating from any party other than the one who is owed the debt. For example, a hospital could send messages regarding bills for its own patients, assuming they provided opt-in to receive that messaging. Third-party debt collectors may send transactional messages that consumers have directly opted in to; however, they cannot use SMS as a channel to collect a debt.
“Get rich quick” schemes	Deceptive work-from-home programs Risk investment opportunities Pyramid schemes	This is different from outreach about employment as a result of compliant opt-in practices, messages from brokerages to their members, investment news alerts, or other investment-related messages.
Illegal substances/articles	Cannabis (United States) CBD (United States) Fireworks	CBD is federally legal, but is subject to varying legal restrictions across US states, so US carriers do not permit messaging related to CBD. Fireworks are a regulated product and US and CA carriers do not permit messaging related to fireworks.
Prescription drugs	Drugs that require a prescription	Discussion of drugs that cannot be sold over-the-counter in the US/Canada are forbidden.
Gambling	Casino apps Gambling websites	Gambling traffic is prohibited in the US and Canada on all number types (Toll Free, Short Code, Long Code). This includes mentions of gambling and any gambling games.
"S.H.A.F.T." use cases	Sex Hate Alcohol Firearms Tobacco	This includes mention of specific drinks, guns, and tobacco products including vaping.