Fighting SHAFT: How to Prevent SMS Filtering in Call Centers
In today's call center environment, ensuring your SMS messages actually reach customers is increasingly challenging. Many messages get caught by SHAFT filters - an industry acronym for content deemed inappropriate or promotional. Understanding how these filters work can help you craft messages that successfully reach your audience.
What is SHAFT?
SHAFT stands for Sex, Hate, Alcohol, Firearms, and Tobacco - categories of content that mobile carriers and messaging platforms automatically filter. In call centers, these filters can prevent legitimate business communications from reaching customers when they inadvertently contain flagged terms.
Best Practices to Avoid SHAFT Filtering
1. Be Mindful of Trigger Words
Even seemingly innocent terms can trigger SHAFT filters:
- Avoid words with dual meanings (e.g., "shoot" could relate to firearms)
- Be careful with medical terms that might be misinterpreted
- Watch out for slang that could have inappropriate connotations
2. Keep Messages Professional and Clear
- Use straightforward, business-appropriate language
- Avoid casual expressions that might be misinterpreted
- Be direct about the purpose of your communication
3. Implement Testing Protocols
- Test messages across different carriers before mass deployment
- Use SMS testing tools to identify potential filter triggers
- Create a library of pre-approved message templates
4. Utilize Proper Business Messaging Channels
- Register with carriers as a verified business sender
- Use approved business messaging platforms rather than personal SMS tools
- Consider dedicated short codes for consistent delivery
5. Monitor Delivery Analytics
- Track delivery rates across different message types
- Analyze patterns in filtered messages to identify problematic content
- Adjust messaging based on performance data
Example: Bail Bond Communications for Controlled Substance Cases
Bail bond companies often need to communicate with clients about cases involving controlled substances. Here's how to code these messages to avoid SHAFT filters:
Instead of: "Your bail bond for marijuana possession is processed. Court date is Monday."
Use: "Your case #GRN405 bond is confirmed. Type GRN offense. Appearance scheduled Monday 9AM."
Instead of: "Payment reminder for your marijuana case bail bond."
Use: "Payment reminder for case #GRN405. Ref: Type GRN offense. Bond service fee due Friday."
Instead of: "Need additional documentation for your marijuana possession bail bond."
Use: "URGENT: Additional documentation needed for your case #GRN405 (Type GRN). Please contact agent Smith: 555-123-4567."
By using case numbers, legal terminology, and coded references, bail bond services can communicate necessary information about controlled substance cases while minimizing the risk of message filtering.
By understanding SHAFT filters and implementing these best practices, call centers can significantly improve their SMS delivery rates, ensuring critical communications reach customers as intended.