Messaging Guidelines

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HELLO

Welcome to the Family!

Welcome to the family! We’re committed to making Community a positive, safe and trusted platform. Please use good judgement when messaging your Community and visit our Terms of Use to familiarize yourself with our terms. This guide does not change our Terms of Use.

Any questions? Email us at yourfriends@community.com.

Here are some important guidelines to keep in mind as you go:

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TONE & TIMING

Respect Your Community

6:00am
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|
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8:00PM

Group messages should generally be sent between 6AM - 8PM local time. Use our scheduling feature to ensure you target large audiences in this window.

Examples:

Daily or weekly message to your entire audience at 11 PM PST (2 AM EST)

NOT OK

Message at 11 PM EST to your Florida audience after a Miami concert

OK

Message at midnight EST on NYE

OK
🚫

Daily or weekly message to your entire audience at 11 PM PST (2 AM EST)

NOT OK
✅

Message at 11 PM to your Florida audience after a Miami concert

OK
✅

Message at midnight EST on NYE

OK

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Know Your Audience

Segment your fans by age & location to make sure you reach the appropriate audience for your content.

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CONTENT

Zero Tolerance for inappropriate content.

Chances are, if content is illegal or not permitted on other platforms, it is also illegal and not permitted on Community.  Keep in mind, messages can not be recalled or deleted like a social media post. Read our Terms for the full list, but here are a few things in particular that we do not allow:
  • No pornography, illegal drugs, or sexual products.
  • No promotion of alcohol to audiences under 21.
  • No requesting inappropriate photos from users, regardless of age.
  • No objectionable content, including profanity, violence, bigotry, racism and hatred.
  • No messages about anything illegal in the jurisdiction where the message recipient lives (for example, we do not allow messages related to the sale of recreational or medicinal cannabis in the United States, because United States federal laws prohibit its sale)
  • No messages that display anyone under 18 in an illicit or exploitative manner.
  • No libelous, defamatory, scandalous, threatening, or harassing activity.
  • Be sensitive in private conversations, and never exploit others.

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Ads, Sales, and Giveaways

1: If sending endorsements, please consult an expert, and include legally required disclosures, ex. #ad
2: If conducting a giveaway or sweepstakes, please comply with all laws.
3: Never request credit card or bank information be sent via text message.

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POLICY

Keep the Settings

Help Keyword

Do not disable the HELP keyword. We have pre-configured a response to direct fans to customer support.

Required Messaging

Initial automated response MUST include this exact language:

“Msg frequency will vary. Msg&Data rates may apply. Reply HELP for help, STOP to cancel.

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Troubling User Messages

Signs of harm

If you think someone is going to harm themselves, or if they are exhibiting troubling behavior, please contact your Account Manager, text us at (312) 445-2051, or respond using the following copy:
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  a) Talking about what you’re going through can be hard, but it doesn't have to be. If you or a loved one is in crisis, text HELLO to 741741

  b) How you feel now is not how you'll feel forever. Text HELLO to 741741 for a trained Crisis Counselor.

Block Feature

If you receive unwanted messages, you may also use our block feature.

Once a user is blocked, you will no longer see messages from him/her, and the user will not receive future messages from you. The user will not be notified they are blocked.

We reserve the right to suspend or terminate accounts without warning depending on the offense, response from your community, or legal requirements, but we will do our best to resolve any complaints with our customers. Thanks for helping us!

Thanks for helping us keep Community a positive, safe, and trusted platform

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