Best Practices for Reliable Employee Text Messaging

Team Engine delivers text messages using Twilio, which then routes messages through wireless carriers (such as AT&T, Verizon, and T-Mobile). While this enables fast, reliable communication, carriers apply automated content filtering to protect users from spam, fraud, and regulated content.

Following the best practices below will help ensure your employee messages are delivered consistently and without interruption.

Understand How Message Delivery Works

All text messages sent through Team Engine pass through:

1. Twilio’s messaging platform
2. Wireless carrier networks

Carriers automatically scan message content and delivery patterns. Even legitimate, work-related messages can occasionally be filtered if they contain certain keywords, links, or formatting that carriers associate with regulated industries.

Use Care with Financial and Regulated Terms

Some keywords trigger extra carrier scrutiny, even when used for internal employee communication. Examples include:

• 401(k)
• Retirement accounts
• Benefits enrollment

• Investment-related terms

  
  

Best practice:

Use broader, less specific language when possible.

• Instead of “401(k) enrollment,” try “benefits enrollment” or “retirement benefits.”

Be Thoughtful When Sending Links

Messages that include links are more likely to be filtered, especially when sent to groups.

Best practices:

• Send the message first, then follow up with the link in a separate text
• Avoid shortening links unless necessary
• Keep link messages brief and clearly work-related

Manage Group Messages Carefully

Large group messages can increase the likelihood of carrier filtering.

Best practices:

• Break very large group texts into smaller sends when possible
• Avoid repeating the same message multiple times in a short window
• Keep wording consistent and professional

Respect Opt-Outs and Employee Expectations

Employees must always be able to opt out of text messages using standard keywords like STOP.

Best practices:

• Ensure employees understand texting is used for work communication
• If an employee opts out, they will no longer receive messages unless they opt back in
• If a specific employee consistently does not receive messages, confirm they have not opted out previously

If a Message Shows as Undeliverable

Occasional undeliverable messages are usually caused by carrier filtering, not an issue with your Team Engine account.

Recommended next steps:

• Review the message for regulated keywords or links
• Adjust wording and resend if appropriate
• Contact Team Engine Support if the issue persists so we can review message delivery logs

Key Takeaway

Employee messaging through Team Engine is considered low-risk, operational communication. However, wireless carriers still apply automated filtering based on content and delivery patterns.

By following these best practices, you can significantly reduce delivery issues and ensure your messages reach your team reliably.

If you ever have questions about message wording or delivery, our support team is here to help.