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SMS PolicyUpdated 4 months ago

Gorgias doesn't own phone numbers - this service is provided by Twilio as a 3rd-party service provider - so the content needs to be per the Twilio Terms of Service and Twilio’s Acceptable Use Policy which includes the Twilio Messaging Policy and Content Policy.

The following categories are banned:

  • High-risk financial services
  • 3rd-party lead generation services
  • Debt collection or forgiveness 
  • "Get rich quick" Schemes
  • Federally illegal substances (including Cannabis and CBD)
  • Gambling
  • "S.H.A.F.T" Use Cases (Sex, Hate, Alcohol, Firearms, Tobacco)
Any violation of these policies will result in deactivating the SMS/Voice service.


Sending from non-US SMS-enabled numbers isn't supported when reaching +1 destinations (US and Canada), so you'll have to use other +1 SMS-enabled Twilio numbers when communicating in these regions.

What this means is that, if you have an international (non-US) SMS number in Gorgias, and receive an SMS from a US number, you wouldn't be able to respond to that SMS.

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