Best practice for accidental text message sends

If you send a marketing/promotional text message to contacts by mistake, we don't recommend sending a follow-up message.

This is because text messages are interruptive by nature, and follow-up texts can draw attention to the mistake, increase frustration and possibly lead to higher unsubscribe rates.

We recommend taking the following steps:

• Continue with your normal campaign schedule
• Avoid sending an apology or follow-up text unless the message content was misleading, sensitive or high impact.*

*If the accidental message contained incorrect order information, personal account details, dates, or anything that could mislead or confuse customers, then you should send a follow-up text. 

This text message should:

• Come from the same number as the previous message, and;
• be short, factual, and non-promotional.