Sinch Community

Businesses want to deliver the best customer experience at any time and on any device during the customer journey. When customers have queries, they expect to get responses instantly without delay, whether it’s a simple question or not. Using a simple chatbot for commonly asked questions allows you to free up your resources to optimize the number of agents you need to provide an efficient service.   Smart Conversations is collection of add-on features for Conversation API that passes received messages to the Sinch proprietary Machine Learning (ML) API engine. Depending on the features enabled, the ML engine will collect and analyse the message and, based on the type of message received, Smart Conversations can send “intelligent” automated responses. With these analyses, your conversations with your customers instantly become more effective and insightful. Reducing response times leads to a superior customer experience and more motivated agents.   Smart Conversation is powered by Machine Learning, a subset of AI. It may sound complex but, at Sinch, we understand your business and your messaging needs. The integration is seamless, so there is no development work required. All features can be configured in the Conversation API app on Sinch Customer Dashboard. The messaging analysis will be sent to the customers via a webhook in real-time.   Get started using Smart Conversations ... View more

The Sinch Developer Portal contains detailed documentation and API references for all of the Sinch product APIs.   If you still have questions or need support please contact Sinch.   ... View more

Nobill is a an internal, hosted and managed communication software for SMS messaging used primarily with the Sinch SMPP product. ... View more

For SMPP, Sinch uses Nobill as a third-party communication software. So, a “sink” is Nobill’s next destination in the message route. For MT (mobile terminated), this would be a Nobill supplier site, or the supplier/operator connection. For MO (mobile originated) this would be the Nobill customer site, or the customer account. ... View more

In SMPP terms, a “store” is an internal holding place for messages that are unable to be routed either to a supplier/carrier, or to the customer. The message sits in the store until they can be delivered or until they expire. ... View more

Q: Is there a limit to how many times you can be charged a penalty before your service faces being shut down? Would the shutdown be at the Brand/Campaign level?  A: The third strike content fine of $10K is very specific. The third time a content violation occurs and any subsequent violation, may be subject to the fine.  The $1,000 fine for program evasion is for each unique instance of the violation.  If a company sends 5000 messages with snowshoeing intent, or purposely trying to evade filters, each instance (each message) would potentially incur the fine.  Outside of these scenarios, T-Mobile, or any MNO, has the right to shut down a sender at any time.  Whether it’s one message, or 5000 messages.     Q: Are the penalty charges for Disallowed Content for the third and each subsequent content violations related to the same campaign, or are these imposed at the customer level for campaigns?   A: This is a third-strike policy. For each of the third and any subsequent notification of a content violation involving the same content provider, the content fine of $10K fine may be levied at the campaign level or at the brand level.     Q: Is there a point services would be terminated based on penalties incurred?  A: It is not clear who will be impacted by the penalties. This will be at the discretion of T-Mobile.  T-Mobile has always been focused on who sent the message, so, if it’s a Brand representative, using the customer’s platform to send the message, it may be that the Brand will be impacted.    The ASP might also be impacted, if there is a question on how the ASP let these messages go out in the first place.  For example, if the ASP has 5 clients who use their platform to send out unwanted messages, then the ASP might be held accountable for why so many of their customers are being allowed to send out unwanted content.     Q: Can you please confirm whether the fines for 10DLC would come to the customer, or do they go to the brand directly?   A: Whomever has the direct relationship with Sinch will receive the fine.  It is then up to that customer whether or not they pass on the fine to their end customer.    Q: Have there been any fines issued thus far?   A: I don’t believe T-Mobile has started fining anyone yet, but fines may be introduced as soon as March 2022.    Q: Are T-Mobile’s fines related to federal regulations?   A: No, these are T-Mobile specific fines and are not tied to TCPA or CTIA related audits.  ... View more

There are several reasons why a customer may be denied a 10DLC.   Customers wanting to send messages with the following content categories which have been attributed to be harmful or deceitful to the end consumer and cannot be run on 10DLC or any US Messaging Product (LN, TFN or SC):    High-Risk Financial Services  Payday Loans  Short Term- High Interest Loans  Auto Loans  Mortgage Loans  Student Loans  Get Rich Quick Schemes  Work from Home Programs  Risk Investment Opportunities  Job Postings  Exceptions permitted if the message sender is the one doing the hiring  Debt Forgiveness  Debt Consolidation  Debt Reduction  Credit Repair Programs  Illegal Substances  Cannabis and CBD  All Schedule 1 & 2 drugs  Phishing     Fraud or Scam     Deceptive Marketing     Lead Generation   All Affiliate Marketing must be carrier approved    The above type of content could lead to outright denial or could result in the traffic getting blocked.     Other possible reasons a campaign may be denied are:  Past historical data related to infractions on other sender types. (Short Code sev 0 audits, high spam rates, high opt-out rates).  Edge cases, whereby a MNO doesn't believe/trust a Brand to do said campaign in a compliant manner (3rd party debt collection comes to mind).  The Brand hasn't done a good job explaining the campaign, so the carrier may not approve it.  The Brand didn't supply the required documentation to prove they are who they say they are.  Using a 501c3 organization as an example, and they haven’t supplied the right documentation to prove they are a 501c3 organization, thus they can't run on the special campaign type until they provide the right proof.  Visit the Sinch 10DLC Product Page to learn more or if you need more help with 10DLC or have any questions, contact Sinch, who will be happy help! ... View more