Hi our sms campaign has been rejected as High Risk...
# ❓・ai-evy-supporta
AI Evy
12/19/2025, 2:34 PMThanks for tagging me @Rufi. I'll look through relevant sources and get back to you shortly.
AI Evy
12/19/2025, 2:34 PM### Answer
The SMS campaign approval process can take around 2-3 weeks, and sometimes longer, as it's a manual review process on the telephony provider side. [(1) ]()
For applications stuck in pending review for over a month, Retell recommends reaching out to support so they can help escalate.
Regarding "High Risk" rejections, common reasons include:
- Campaign application did not provide detailed information on the use case and sample messages
- Opt-in workflow was not explained clearly
- Business profile or brand was not approved due to missing or incorrect business information
To improve your chances on resubmission: [(2) ]()
- Ensure every message includes opt-out text (e.g., "Reply STOP to unsubscribe")
- Make sure your opt-in flow has a checkbox with full legal language (message frequency, data rates, privacy policy link)
- Align your message tone with your selected use case
- Verify your website has a privacy policy and all brand info is consistent
Since you've been waiting over 2 weeks without a response, I'd recommend reaching out to Retell support directly to escalate your application status.
AI Evy
12/19/2025, 2:34 PM
To learn more, see the sources I considered:
[[1] Send & receive SMS](https://docs.retellai.com/deploy/enable-sms)
[[2] Help！I don't know how to set up the SMS campaign correctly](https://discord.com/channels/1186424376300679209/1402112581459644446)
AI Evy
12/19/2025, 2:34 PMFeel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
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Rufi
12/19/2025, 2:39 PM@AI Evy The campaign which we have resubmitted please check if resubmission is good
SET Financial: Here is your secure payment link to make a payment on your account ending {{last4}}: {{payment_link}}. Msg&Data rates may apply. Reply STOP to opt out or HELP for help.
SET Financial: Here is your secure settlement link with your approved settlement offer: {{settlement_link}}. Msg&Data rates may apply. Reply STOP to opt out or HELP for help.
Customers opt in to receive SMS during SET Financial’s online application at
https://www.setfinancial.com/portal/apply/contact
On this page, applicants enter their mobile phone number and must check a box stating that they consent to receive text messages and other communications from SET Financial in accordance with the Communication / Mobile Terms. Only applicants who check this box and submit the form are eligible to receive SMS; that consent flag is stored in our system and controls who is loaded into the AI agent workflow.
If the customer agrees, the system sends 1–3 transactional SMS messages per interaction (payment, deferral, or settlement links and related confirmations). Every SMS includes STOP/HELP instructions so customers can opt out at any time.
Additional details about the SMS program, including the types of messages sent, data rate disclosures, and clear opt-out instructions (“Reply STOP to stop, HELP for help”), are published in our Mobile Terms & Conditions at:
https://www.setfinancial.com/mobile-terms-and-conditions/
These terms explain that messages may include payment confirmations, payment-due reminders, and other account-related notifications for existing loans.
Our Privacy Policy describes how customer data is used and confirms that information is only shared with trusted service providers as needed to service the account, not sold to third parties for marketing or promotional purposes:
https://www.setfinancial.com/wp-content/uploads/2025/04/2025-Privacy-Policy.pdf
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AI Evy
12/19/2025, 2:39 PMThanks for the follow-up, @Rufi. I'll get back to you soon.
AI Evy
12/19/2025, 2:39 PM### Answer
---
Your resubmission looks well-structured based on the key requirements outlined in the documentation. Here's a quick assessment:
What looks good:
- ✅ Sample messages identify the business ("SET Financial") [(1) ]()
- ✅ Opt-out language included ("Reply STOP to opt out or HELP for help")
- ✅ Clear explanation of opt-in workflow (checkbox consent on application page)
- ✅ Links to Mobile Terms & Conditions and Privacy Policy provided [(2) ]()
- ✅ Message frequency disclosed (1–3 transactional SMS per interaction)
- ✅ Data rate disclosure included ("Msg&Data rates may apply")
Suggestions to strengthen:
- Make sure the checkbox language on your opt-in form explicitly states users are agreeing to receive SMS from SET Financial, the types of messages they'll receive, and includes a link to your Mobile Terms [(1) ]()
- Ensure your use case selection matches "transactional" or "customer service" messaging (payment links, account notifications) rather than "marketing" if that's more accurate
- Verify all business information in your brand registration matches exactly what's on your website [(3) ]()
Since I cannot directly review or approve campaign applications, I recommend reaching out to Retell support to escalate if you don't hear back within the typical 2-3 week window.
AI Evy
12/19/2025, 2:39 PM
To learn more, see the sources I considered:
[[1] A2P Setup ultra guide | Enable SMS for Your Retell Agent]()
[[2] I don't know how to set up the SMS campaign correctly](https://discord.com/channels/1186424376300679209/1402202927052881962)
[[3] Send & receive SMS](https://docs.retellai.com/deploy/enable-sms)
AI Evy
12/19/2025, 2:39 PMFeel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.
AI Evy
12/19/2025, 2:45 PMThanks for the feedback, glad I was helpful.