02-03-2020 04:16 PM
We send SMS messages to our customers in New Zealand via Twilio and recently many messgaes to VF customers have not been getting delivered.
Twilio tell me that VF have intensified their SMS Spam Filter so many legit messages are being blocked.
Any suggestions to how we can get our message whitelisted by VF so our customers actually receive them would be greatly appreciated.
02-03-2020 05:05 PM - edited 08-04-2020 11:39 AM
I'm not quite sure about the accuracy of the statement provided by your Vendor
As you are not a Vodafone customer directly for the service, we can't assist you directly on this.
So my suggestion to you is to escalate your support case with your Vendor (Twilio) and get them to raise it to Vodafone for investigation via the agreed upon channels.
02-03-2020 05:15 PM
I am personally a VF customer and my messages are being blocked - are we able to use my details to confirm "where" the message is failing?
02-03-2020 05:22 PM
Investigation should start from The A# Party (originating) side, but;
Assuming you know the A# Party number and can provide an example date / time, you could get a job logged with Customer Service to check if the SMS towards your number is being received at Vodafone NZ SMSC.
If the SMS can't be seen arriving at SMSC then investigation needs to begin from A# Party Side.
02-03-2020 05:29 PM
Many thanks Sebastian
I have access to our Twilio logs so have the detail that you mention, who/how do I initate an investigation at the VF end, when I speak to the "Ninjas" I do not get very far.
03-03-2020 12:25 PM
05-03-2020 10:59 AM
Twilio have confirmed that all messages not getting through are being blocked by VF filtering so we are applying to be whitelisted.
Thanks for the offer of help.
18-03-2020 02:27 PM
We are having the same issue at my work - how did you get whitelisted?
(Using Twilio connecter in PowerAutomate and all our staff with Vodafone are not receiving the SMS...)
07-04-2020 08:08 PM
If the NZ carriers allowed Twilio NZ numbers then there wouldn't be an issue - I was told it was to do with security and spam prevention which seems like rubbish, if Twilio required identification to sell NZ numbers (like AU) then taht would be all the security they needed.
Excuse the rant..
Anyway - , following are the instructions to apply for a shared whitelisted shortcode from Twilio, I was approved within a few days and no problems since.
Please complete the following information when sending your email to support :
Twilio Account SID:
07-04-2020 09:31 PM
Thanks so much @rbeechey
Very strange as when we we're doing development of our SMS features ~a month ago everything was working fine on all carriers.
We we're also just using trial credits. As soon as we upgraded and added credit to our account it stopped working with vodafone.
Also all the twilio logs show the message being delivered successfully to the carrier.
Could be a case of bad timing or it could be this spam prevention/security feature only kicks in on paid accounts which seems really shady and I would of found another way to programmatically send SMS.
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