SMS content filtering in 8x8 Work

To protect your SMS campaigns and ensure compliance with carrier regulations, 8x8 now automatically filters outbound SMS messages sent through the 8x8 Work apps.

This feature proactively blocks messages containing restricted keywords, reducing the risk of delivery failures, campaign suspensions, or carrier-level blocks.

U.S. mobile carriers enforce strict 10DLC (10-digit long code) policies to reduce spam and protect recipients. Violations can trigger Root Cause Analyses (RCAs), which may result in:

  • Campaign suspension.
  • SMS delivery blocks across your brand.
  • Delays in restoring service and messaging capabilities.
  • 8x8’s keyword-based filtering blocks high-risk SMS content before it reaches carriers, helping you:
  • Stay compliant with mobile carrier regulations
  • Prevent costly downtime and service interruptions
  • Protect your brand reputation from compliance violations
  • Message scan: All outbound SMS messages from the 8x8 Work apps are automatically scanned for restricted keywords.

  • Blocking and alert: If restricted content is found, the message is blocked and a system alert notifies the user.

    Blocked message alert: If a message contains a restricted term, it is blocked, and a system notification appears.

  • No penalties: Only the specific message is blocked. Users can revise and resend it freely.
  • Carrier protection: Blocked messages are not sent to carriers, reducing RCA risk.
  • Dynamic keyword list: Maintained by the 8x8 Fraud team based on ongoing carrier and compliance updates.

Note: This feature only applies to messages sent through the 8x8 Work apps. It does not affect SMS messages sent via 8x8 Contact Center.

Messages may be blocked if they contain terms related to:

  • Profanity or offensive language
  • Sexual content
  • Hate speech or discriminatory language
  • Alcohol promotions
  • Tobacco or vaping-related content
  • Illegal drugs (for example, cannabis, THC, CBD, hemp)
  • Firearms, weapons or ammunition

Important! Even if cannabis is legal in some states, it is banned under federal law and not permitted in SMS messaging.

To learn more about restricted categories, see our Was Your SMS Message Not Delivered? KB article.

If a user receives a blocking message alert, they may:

  • Check the message content for restricted keywords.
  • Edit or remove flagged terms, especially around sensitive industries.
  • Resend the message once all prohibited terms have been removed.

If a user believes their SMS message was incorrectly blocked:

  • Contact Support: Ask their IT admin to submit a support ticket to 8x8 Support.
  • Include the blocked message text for investigation.

The 8x8 Fraud team will:

  • Review the message content.
  • Update the keyword list if necessary to avoid future false positives.