Messaging & Anti-Spam Policy

Last Updated: December 2025

1. SMS & MMS (10DLC/TCPA Compliance)

All SMS traffic must comply with the CTIA Short Code Monitoring Handbook and 10DLC carrier requirements.

Express Written Consent: Customer must have documented, express written consent before sending the first message.

Opt-Out (STOP): Inflowence's system automatically handles "STOP" keywords. Customer is prohibited from attempting to bypass these opt-out mechanisms.

Identification: Every message must include the Customer's business name.

2. WhatsApp & Social DMs (Meta Business Policies)

Use of WhatsApp, Facebook, and Instagram DMs is subject to Meta's Business Messaging Policy.

24-Hour Window: Customer acknowledges that DMs may be restricted to a 24-hour response window unless specific "Message Templates" are used.

Prohibited Content: Messages involving high-risk industries (CBD, Gambling, Adult, Lending) are strictly prohibited and will result in immediate account termination.

3. Email (CAN-SPAM Compliance)

All emails sent via Inflowence (via AWS SES) must include:

  • A valid physical postal address of the Customer.
  • A clear, functional "Unsubscribe" link.
  • Accurate "From" and "Subject" lines.

Bounce Rate Threshold: If Customer's bounce rate exceeds 5% or complaint rate exceeds 0.1%, Inflowence reserves the right to suspend email privileges immediately.

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For questions about messaging compliance:

Email: compliance@inflowence.ai

By using Inflowence's messaging features, you acknowledge that you have read, understood, and agree to this policy.

  • You can send free-form messages within 24 hours of the last customer message
  • After 24 hours, you must use pre-approved message templates
  • Promotional content outside the 24-hour window is prohibited

Opt-In Requirements:

  • Users must opt in before receiving messages
  • Opt-in must be clear and specific to the messaging channel
  • You must maintain records of opt-in
  • Users can opt out at any time

2.2 Prohibited Content on Meta Platforms

The following content is strictly prohibited:

  • Adult content or services
  • Alcohol (restrictions apply)
  • Gambling and betting
  • Healthcare products (restrictions apply)
  • High-risk financial services
  • Political content (restrictions apply)
  • Weapons and dangerous goods
  • Any content that violates Meta Community Standards

2.3 Meta Enforcement

Account Restrictions:

  • Meta may restrict or ban your pages/accounts for policy violations
  • Inflowence is not liable for Meta enforcement actions
  • Restrictions are not grounds for refunds or service credits
  • You are responsible for appealing Meta's decisions directly

Quality Rating:

  • Meta assigns quality ratings based on user feedback
  • Low quality ratings may limit your messaging capabilities
  • You must monitor your quality rating in Business Manager
  • We may suspend your access if quality ratings threaten our platform status

3. Email Compliance (CAN-SPAM Act)

3.1 Required Elements

All marketing emails sent through Inflowence must include:

  1. Valid Physical Address: Your business's physical postal address
  2. Accurate Header Information: Truthful "From," "To," and "Reply-To" fields
  3. Honest Subject Lines: Subject lines that accurately reflect content
  4. Clear Identification: Message must be identified as an advertisement (if applicable)
  5. Unsubscribe Link: Clear, conspicuous, and functional unsubscribe mechanism

3.2 Unsubscribe Requirements

  • Unsubscribe link must be visible and easy to find
  • Must be processed within 10 business days
  • Cannot require login or payment to unsubscribe
  • Cannot require any information beyond email address
  • Must remain functional for at least 30 days after sending

3.3 AWS SES Compliance

Inflowence uses Amazon Web Services (AWS) Simple Email Service for email delivery.

Critical Thresholds:

  • Bounce Rate: Must remain below 5%
  • Complaint Rate: Must remain below 0.1%
  • Spam Trap Hits: Zero tolerance

Immediate Suspension Triggers:

  • Exceeding bounce or complaint rate thresholds
  • Hitting spam traps
  • Sending to purchased or scraped lists
  • Attempting to send to suppression lists

Your Responsibilities:

  • Maintain clean, verified email lists
  • Remove hard bounces immediately
  • Monitor engagement metrics
  • Respond promptly to abuse complaints

3.4 Email List Quality

Acceptable Sources:

  • Contacts who explicitly opted in through your forms
  • Existing customers with whom you have a business relationship
  • Leads who requested information from you
  • Properly maintained and updated lists

Prohibited Sources:

  • Purchased or rented email lists
  • Scraped or harvested email addresses
  • Third-party lists without verified opt-in
  • Old or unverified contact lists
  • Co-registration leads without clear opt-in

4. Consent Management

4.1 Documentation Standards

You must maintain documentation showing:

  • Date and time of consent
  • Method of consent (web form, verbal, written, etc.)
  • What the individual consented to (email, SMS, etc.)
  • Source URL or location where consent was obtained
  • IP address (for web forms)
  • Any consent language or disclosures shown

4.2 Consent Storage

  • Store consent records securely
  • Make them accessible for compliance reviews
  • Retain for at least 4 years (SMS) or 2 years (email)
  • Do not share consent data inappropriately

4.3 Consent Renewal

Best practices for consent renewal:

  • Re-confirm consent annually for inactive subscribers
  • Use double opt-in for email subscriptions
  • Send confirmation messages for SMS opt-ins
  • Provide easy ways to update preferences

5. Monitoring and Enforcement

5.1 Automated Monitoring

Inflowence monitors:

  • Bounce and complaint rates in real-time
  • Opt-out processing and response times
  • Message content for prohibited terms
  • Sending patterns for abuse indicators
  • Carrier and platform feedback

5.2 Compliance Reviews

We may conduct compliance reviews of your account:

  • Randomly as part of routine audits
  • In response to complaints
  • Following high bounce or complaint rates
  • When required by partners or regulators

During a review, you must provide:

  • Consent documentation
  • Source information for contacts
  • Business verification documents
  • Opt-in process documentation

5.3 Violations and Penalties

First Violation:

  • Warning issued with corrective action required
  • Temporary limitation on sending volume
  • Required compliance training or documentation

Second Violation:

  • Account suspension pending review
  • Mandatory compliance audit
  • Possible limitation on features

Severe or Repeated Violations:

  • Immediate account termination
  • No refunds for prepaid services
  • Permanent ban from platform
  • Possible legal action

6. Reporting and Complaints

6.1 Abuse Reporting

To report violations:

  • Email: abuse@inflowence.ai
  • Include message content, sender information, and context
  • We investigate all reports within 48 hours

6.2 Complaint Handling

If you receive complaints:

  • Honor opt-out requests immediately
  • Investigate the source of the complaint
  • Take corrective action
  • Document your response
  • Report systemic issues to support@inflowence.ai

7. Best Practices

7.1 List Hygiene

  • Remove hard bounces immediately
  • Remove repeated soft bounces (3-5 attempts)
  • Clean lists regularly (quarterly minimum)
  • Segment engaged vs. unengaged contacts
  • Re-engagement campaigns before removal

7.2 Content Quality

  • Personalize messages when possible
  • Provide clear value in every message
  • Test content before mass sending
  • Monitor engagement metrics
  • A/B test subject lines and content

7.3 Reputation Management

  • Start with small sending volumes and scale gradually
  • Monitor sender reputation scores
  • Respond quickly to complaints
  • Maintain consistent sending patterns
  • Use authentication (SPF, DKIM, DMARC)

8. Updates to This Policy

This policy may be updated to reflect:

  • Changes in regulations (TCPA, CAN-SPAM, etc.)
  • Platform policy updates (Meta, AWS, carriers)
  • Industry best practices
  • New features or channels

Material changes will be communicated via email.

Related Policies

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Questions about messaging compliance:

Compliance is Non-Negotiable: Messaging compliance protects you, your recipients, and Inflowence. We take violations seriously and will take swift action to maintain our platform integrity.