Agencies calling for clients: checking and fixing spam labels

If you place calls for clients, a spam label on one of those numbers is your problem to spot and, often, your client's to fix. Check every number before a campaign and while it runs. Know in advance who is allowed to register a number and request a review, because that depends on who leases it.

Check a number free (AT&T, Verizon and T-Mobile)

Who can register and request reviews

This trips up a lot of agencies:

• If your agency leases the numbers and places the calls, you can generally register them yourself. Hiya's registration rules allow businesses that place calls for others, such as lead generation services and call centers, to register numbers they lease and call from.
• If the client leases the number, Hiya won't let a reseller or service provider register it. The client has to register directly, and can then add you as an additional user.
• Review requests: Hiya's request form asks whether you're contacting it on behalf of another business. Verizon's feedback form requires you to certify the numbers are assigned to the caller and used lawfully.

Sort this out with each client at onboarding, not after a number gets flagged.

Why client numbers get flagged

• Campaign bursts. Large bursts of calls and short call durations are among the FCC's examples of reasonable call analytics.
• List quality. Hiya points to old lead lists and minimal consent as common causes of poor reputation.
• Prerecorded or AI-voice calls. Under a February 2024 FCC ruling, AI-generated voices count as "artificial or prerecorded voice" under the TCPA, so these calls generally need prior consent. First Orion notes that prerecorded prospecting messages tend to get reported.
• Numbers you don't control. First Orion says calls from numbers that aren't assigned to the caller are more likely to be flagged.

A simple routine for client numbers

1. At onboarding: record who leases each number, register it (you or the client), and set the caller name.
2. Before each campaign: check each number. Don't launch on a flagged number.
3. During the campaign: re-check on a schedule, and after volume spikes or answer-rate drops. Watch your logs for SIP 603+ "Network Blocked" responses. What 603+ means
4. If flagged: pause that number, tell the client, fix the cause, and request a review through whoever is eligible. AT&T · Verizon · T-Mobile
5. Re-check every few days until it clears, and send the client the before-and-after screenshots.

Don't rotate client numbers to keep a campaign running. It hides the problem, and rotating to dodge labels is the behavior analytics systems are built to catch.

Is a reputation management service a better fit?

If you manage dozens of client numbers across all carriers and want monitoring and remediation handled for you, probably yes. Spam I Am is a pay-per-check tool covering AT&T, Verizon and T-Mobile. A $45/month unlimited option and an API you can schedule are coming soon. Compare options

FAQ

Can my agency register a client's phone number with Hiya?

Only if your agency leases the number and places the calls. If the client leases it, the client must register directly and can then add you as a user.

How often should an agency check client numbers?

Before every campaign, on a regular schedule while it runs, after any spike in volume or drop in answer rates, and every few days while a label is under review.

Can I check a client's number with Spam I Am?

Yes, if you can place a call from that number. The check call has to come from the number being checked, because we never spoof numbers.

Sources

• Hiya Connect: Signing up for a Hiya account
• CallerID Reputation: Self-remediation with Hiya & AT&T
• Verizon voice spam feedback
• Hiya Connect: Caller reputation and spam label help
• First Orion: Business Number Registration
• TransNexus: FCC ruling on AI-generated voice calls
• ACA International: Summary of FCC 2019 declaratory ruling