Drivers have the ability to opt-out of driver text by replying to our text messages with: STOP, UNSTOP, UNSUBSCRIBE or CANCEL.
If you are receiving the following error message the DS has responded with one of the opt-out messages: "[HTTP 400] 21610 : Unable to create record The message From/To pair violates a blacklist rule. https://www.twilio.com/docs/errors/21610"
If you receive this message please follow the steps below:
1. Call the DS and ask if they can please verify the number that we have in our records. Follow verbiage below:
"Hello can I speak with (Delivery Specialist Name)? This is (Your Name) with Deliv. I hope your day is going great. We were attempting to contact you via text message and received an error in response stating you have blocked the number we text from. Can you please verify your telephone number to ensure we have accurate contact information?"
2. Once the caller has verified the phone number, ask them if they could please text START to number (415) 340-7426. This will automatically enroll the DS back to receive text messages from Deliv.
3. If the DS does not want to opt back into our in-platform texting, please complete an IR. Once the IR is completed escalate to a team lead for community review.