In a recent update to their forbidden message categories, Twilio, a customer engagement platform that offers SMS / text messaging, emails, and other outreach methods, made it clear that using their long code, short code, or Toll-Free messaging for third-party debt collection is a no-go.
It's yet another sign that Regulators and Chief Compliance Officers aren’t the only forces to contend with when it comes to your omnichannel debt collection strategy and using SMS / text messaging for debt collection & recovery. Carriers such as T-Mobile have already moved to restrict debt collection messaging, but this may be the first instance of a digital communications platform shutting out debt collection messages. If this becomes a trend, it could create major headaches for lenders and their third-party partners.
Twilio cites third-party debt collection as a prohibited use case, not just prohibited content, which seemingly means that messages from third-party collectors are prohibited even if the content of the message doesn’t specifically mention debt collection.
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