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SMS list cleaning

  • 22 August 2022
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How to remove duplicate and invalid phone numbers from my SMS segment?

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Best answer by stephen.trumble 23 August 2022, 00:00

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Hey @nayanisakina99 

Thank you so much for reaching out for help with your SMS segment.

There are a few scenarios where duplicate phone numbers can be created in your account. We have them outlined in this article How SMS Affects Profiles. You can merge profiles that have the same phone number following these instructions here: How to Delete, Merge, and Export a Profile and you will no longer see this skip reason!

Generally speaking, Klaviyo will auto-remove consent if the failure reason is definitely permanent (number invalid, carrier deactivated). For Device Disconnected errors, some possible causes are below:

  • The destination number you are trying to reach is unknown and may no longer exist.
  • The device you are trying to reach is not on or does not have sufficient signal.
  • The device cannot receive SMS (for example, the phone number belongs to a landline)
  • There is an issue with the mobile carrier

If you are thinking of cleaning your SMS lists, you might choose to segment for users who have had the device disconnected error multiple times and have 0 successful deliveries, and then remove consent for those users.

Also check out these other community post on the same topic:

Hope this helps! Thanks again for being part of the Klaviyo Community!

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