After-Call SMS (Transactional) — content rules, examples, and approval checklist

Short answer: After-Call SMS are transactional messages sent to callers or your users in response to a call event (answered, missed, voicemail, disposition). They must remain non-promotional and follow the content rules below. Use the checklist to get templates approved and avoid rejections.

What counts as “transactional” {#what}

A message triggered only by a customer’s interaction with your MyOperator number, sharing call-related facts or next steps.
Examples: thank-you notes, missed-call alerts, voicemail confirmations, agent follow-up info, support ticket references.

Allowed vs. prohibited content {#rules}

✅ Allowed

• Your brand or company name
• Call details: date/time, caller number (masked if required), department/agent name, ticket/case ID
• Next steps: “We’ll call back by 6 PM,” “Reply with 1 to confirm” (if applicable)
• Useful references: website URL, business address, alternate contact number or hours

❌ Not allowed

• Promotions/marketing: discounts, offers, upsell/cross-sell lines
• Unrelated content or misleading claims
• Coupon codes or sales CTAs
• Regional-language content where your route/policy requires English-only templates
• Any content that could be flagged as advertising or spam

If a template includes prohibited content, it will be rejected. Repeated violations may lead to service suspension.

Formatting & language rules {#formatting}

• Keep it factual & concise. Aim for one screen (≤160 GSM characters).
• Variables: Use placeholders for dynamic parts (e.g., , , , ).
• Links: Use your official domain. Avoid public URL shorteners where possible.
• Language: Follow your route policy (e.g., English-only if mandated).
• Sensitive data: Do not include OTPs, card data, or other unnecessary PII.

Submit, approve, and test your template {#approve}

1. Create template
• Go to Dashboard → Settings → Notifications → SMS → Templates → New.
• Choose Audience (Callers / Users) and Trigger (answered / missed / voicemail / disposition).
• Write content using variables; keep it transactional.
2. Save & request approval
• Click Save → Submit for Review (label may vary).
• Ensure Sender ID/route matches policy (e.g., approved header).
3. Test delivery
• After approval, place a test call that meets the trigger.
• Check Reports → Notifications Log for Delivered status.
• Validate content on a handset.

Compliance, privacy & enforcement {#compliance}

• Transactional only: Any promotional element causes rejection.
• Language policy: Follow English-only where required by your route/plan.
• Data minimization: Share only what’s needed for follow-up.
• Audit trail: Keep template names, versions, and change notes.
• Enforcement: Repeated violations can result in template blocks or account suspension.

Troubleshooting & escalation {#troubleshoot}

• Template rejected → Remove promotional language; keep it call-related; resubmit.
• SMS not delivering → Check wallet/balance, sender ID approval, and recipient number format (E.164).
• Wrong variables → Use supported placeholders; preview before submitting.
• Duplicate sends → Review overlapping rules on the same trigger.

Need help?

• Contact your Account Manager, or
• Email support@myoperator.co with: template text, trigger, screenshots, and 2–3 example call IDs (IST timestamps).