---
title: "SMS content filtering in 8x8 Work"
slug: "sms-content-filtering-in-8x8-work"
updated: 2026-07-23T10:07:45Z
published: 2026-07-23T10:07:45Z
canonical: "help.8x8.com/sms-content-filtering-in-8x8-work"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

**Why Compliance Matters**

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.

**Benefits of 8x8 SMS filtering**

- 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

**How SMS filtering works**

- **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.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/blocking-message-alert.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A12%3A58Z&se=2026-11-03T22%3A12%3A58Z&sr=c&sp=r&sig=DMefIuSyX%2BEVBgz97o9Din6BkB%2Bh4WqddrTkNAbcZDc%3D)
- **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]
> Note:
> 
> This feature only applies to messages sent through the **8x8 Work** apps. It does not affect SMS messages sent via **8x8 Contact Center**.

**Restricted Content Types**

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

> [!WARNING]
> **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?](/support/docs/was-your-sms-message-not-delivered) KB article.

**Support and escalation**

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.