Texting patients from Dental Intelligence is part of the Engagement Module. If you're interested in learning more, CLICK HERE to request a demo!
When sending a direct message from Dental Intelligence, you may sometimes receive send failure codes from numbers that are triggering an error. These errors are commonly related to sending text messages to phone numbers that have been entered incorrectly or cannot receive text messages. Learn more about each error code and how to resolve below.
Error Codes
"Carrier rejected as invalid destination address"
If you see a "Carrier Rejected as Invalid Destination Address" error, this could mean the number is not in the numbering plan (area code does not exist or the number is just invalid), or the number is not enabled for messaging (such as a landline). Additionally, for toll free messages to T-Mobile, this could also mean the user has opted to block all toll free and short code traffic.
To resolve this error, the patient needs to reach out to their phone carrier to troubleshoot.
"Carrier rejected message"
If you see a "Carrier Rejected Message" error, this could be due to the following issue(s):
The destination number is not able to receive messages or is not enabled for messaging (such as a landline)
The destination number is a prepaid number with zero balance
The destination number has a smart limit in place that prevents them from receiving the message
To resolve this error, the patient needs to reach out to their phone carrier to troubleshoot.
"Invalid Application ID"
If you are using your ALT SMS number to send a direct message and see an "Invalid Application ID" error, please submit a new port request. If you are using your MAIN SMS number to send a direct message and receive this error, please contact Dental Intelligence Customer Support.
"TFN Not Verified"
If you see a "TFN Not Verified" error message, please contact Dental Intelligence Customer Support.
"Rejected as Spam (Future)"
If you see a "Rejected as Spam" error message, it could have been triggered by any of the following scenarios:
The phone number entered as the recipient of your message has been flagged as spam.
Your message contains URL shorteners. Bad actors often use URL shorteners to disguise spam campaigns, prompting a trend in the messaging industry to block messages that utilize them.
Your message contains keywords or phrases that the SMS carrier has flagged as spam. SMS carriers use sophisticated spam and fraud detection filters that automatically block messages containing certain words or patterns that it determines as prohibited content.
Examples of Unintended Blocking
To illustrate how sophisticated these filters can be, here are real examples of legitimate messages that were inadvertently marked as spam by the SMS carrier:
"MAC1" - Used as part of an address but was flagged because it's also a known cannabis strain name
"Xanax" - A legitimate prescription medication name that was filtered
These examples show that standard messages can occasionally be flagged. If this happens, rephrasing your message is usually the best solution.
Tips to Avoid Message Blocking
Avoid abbreviations that could be misinterpreted - Some acronyms or abbreviations may trigger filters unintentionally
Be cautious with medication names - Some prescription medication names may trigger filters. If a message is blocked, try rephrasing without the specific medication name
Double-check addresses and building names - Unusual building names or addresses can occasionally trigger filters
Keep messages focused on dental care - Stay within the scope of appointment reminders, treatment information, and office-related communication
Avoid URL shorteners - Bad actors often use URL shorteners (like bit.ly) to disguise spam campaigns, so messages with shortened URLs may be blocked
For more information, please contact Dental Intelligence Customer Support.
"Unallocated to Number"
If you see a "Unallocated to Number" error message, it is because the phone number entered as the recipient of your message does not exist or has been entered incorrectly. Please check with your patient to ensure that the phone number they have provided you with is correct and try sending again.
"Unallocated from Number"
If you see a "Unallocated from Number" error message, please contact Dental Intelligence Customer Support.
"Invalid Service Type"
If you see a "Invalid Service Type" error message, it is because the delivering phone number does not allow text messages (ie, landline, or receiving number has not paid their bill). Please check with your patient to ensure that the phone number they have provided you with is able to receive text messages and try sending again.
If a patient's text messaging service has been restricted, you won't be able to send them messages. To discover how to unblock them, please click here.