Phone carriers and telecom companies have begun adopting new systems to try and combat spam calls due to an increase in robocalls over the years. All major carriers now keep a list of phone numbers that they’ve determined to be spam risks based on the calling activity of the number, or from reports of unwanted calls received from their customers. Because of this, you or someone on your team may find that their numbers are displaying as 'spam risk' or 'potential spam' to recipients.
This is typically attributed to high outbound call volumes for a specific number which triggers carrier threshold limits, or from recipients reporting calls as spam with enough frequency that the carrier or call blocking application deem it valid.
There are some steps you can take to help alleviate this issue:
Make note of the phone number used to make the call that was flagged, and the number that was dialed.
Use a third-party phone carrier validation service to identify the carrier that is flagging calls to a particular number.
Use the links to major carriers below, which will allow you to register legitimate phone numbers or address any incorrect labeling and call blocking:
Sprint, Verizon, U.S. Cellular: https://reportarobocall.com
Comcast, Charter, Cox, Altice and other fixed line (VoIP) providers, email Nomorobo for call blocking services: reports@nomorobo.com
Additional spam blocking services: https://www.robokiller.com/inquiry/
Additionally, a Truly admin on your team can assist with adding a new phone number for any impacted team members!
Adding and assigning new US-based phone numbers won't incur any additional charges for your organization, and the impacted users can always keep their old number so that they can continue to receive calls from contacts who have the previous number on file.
One additional thing to note is that in some cases phone numbers that are new to Truly may have been flagged due to previous calling activity on the number. This is not a common occurrence, but it is worth noting that this can happen in certain cases.
For information on SMS message reputation, see our help center article.