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ssage From/To pair violates a blacklist rule” when sending messages Have you ever tried to send a message in Hatch and received this error “Error sending message: the message from/to pair violates a blacklist rule”? Through our text service provider, Twilio, contacts are automatically unsubscribed from receiving any additional messages when they send the following:
  • STOP
  • STOPALL
  • UNSUBSCRIBE
  • CANCEL
  • END
  • QUIT
When you go to send a message in Hatch if they have sent any of these terms, the message will fail to send and you will receive the error. “Error sending message: the message from/to pair violates a blacklist rule”. If you ever receive this error, go ahead and opt them out of Hatch.

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How to Opt-Out

  1. From inside the contact card, click on the icon in the tools section that looks like something is getting filed away (see screenshot below).
  2. Click Opt-Out.
  3. Confirm you would like to opt them out.
In the contact card, you have to option to move the contact of your board, or opt them out entirely. At this time, we can not change the terms that trigger the unsubscribe. To learn more about our service with Twilio, click here.