Proactive Alerts

    Overview

    SMS is a reliable communication channel that works flawlessly when implemented correctly. Dependence on SMS has grown over the years. When your end-users depend on SMS for account sign-up, security, chat or notifications, a small blip in SMS delivery could wreak havoc to the customer experience.

    When it comes to fixing potentially crippling issues at your business, proactive error correction is always better than reactive fire-fighting. We believe in the same philosophy when it comes to your business communication. Proactive Alerts is a feature that lets you know ahead of time that there could be a dip in your SMS delivery rate, giving you the chance to take necessary action to fix the issue before it arises.

    Alerts for Outbound SMS

    The Proactive Alerts feature helps you better manage your SMS traffic, warn your end-users about potential issues, and find a solution to mitigate the problem.

    There are a few reasons why a text message could fail to deliver, including:

    • Invalid destination number format
    • Carrier spam filtering
    • Operator downtime
    • Callback failure

    Invalid Destination Number Format

    When a destination number is ill-formatted, ie. without country code or area code, the text message is bound to fail. There is also the chance that an end-user has entered an invalid or non-SMS enabled number.

    Carrier Spam Filtering

    One of the most common reasons for SMS delivery failure is carrier-level spam filters. Carriers have added systems and algorithms that are meant to detect spam content and block the content before it gets delivered.

    US and Canadian long codes should only be used for two-way P2P messaging. Spam filters are implemented by most carriers and mobile operators in the US and Canada to identify A2P traffic originating from long codes. As a result, this type of traffic is being filtered out more than ever.

    Operator Downtime

    Technical issues or natural causes in any region across the globe can impact SMS delivery. Severe operator downtime or issues with coverage cause text messages to fail.

    Alerts for Inbound SMS

    Operator Downtime

    Technical issues or natural causes in any region across the globe can impact SMS delivery. Severe operator downtime or issues with coverage cause text messages to fail.

    Incoming SMS Callback Failure

    This feature is specific to inbound text messages. When there’s an issue with your server (URL), an inbound message will not deliver.

    The logic behind proactive alerts

    We have introduced advanced traffic pattern monitoring for better analytics. The algorithm does not access text content or the destination number. It merely works on SMS volume and delivery rate percentages. The monitoring system checks your account SMS delivery rate every 15 minutes for deliveries in the last 60 minutes. This value is then compared with the average performance of your traffic over the previous seven days. If the variance between these two data points is higher than 25%, an email is sent to the registered email address you set up while activating this feature on your account.

    logic

    Enable Proactive Alerts

    This is an optional feature that you can easily enable from your account. If you are an existing Plivo customer, log-in to Console and click on SMS settings to choose and activate this feature for Outbound and Inbound messages. See below for more detail.

    enable_feature

    Once enabled, you will receive an alert to your registered email address should there be a drop in your SMS delivery rate. Here’s an example of the email alert you may receive.

    email_sample