Chat Health

Every chat carries a health_status — a single enum that tells you, at a glance, the state and what to do with that chat. You’ll see it on chat-related webhook events. Use it as an early signal for which conversations are at risk of flagging a line.

status	What it means	What to do
healthy	Healthy conversation.	Send normally.
at_risk	Poor engagement signals, which may lead to degraded delivery.	Slow outbound on this chat and check your reply rate.
critical	Strong signals that messages aren’t landing well.	Stop the campaign on this chat; wait before retrying.
opted_out	The recipient asked you to stop.	Terminal. Immediately stop messaging this chat.

The chat looks like a normal conversation. Replies are landing, delivery signals look good, and no opt-out language has been detected. No action needed.

One or more soft signals suggest this chat is heading in the wrong direction. Common drivers:

• Low engagement. The ratio of recipient replies to your sends is low.
• Delivery may be degraded. We’re seeing patterns consistent with reduced deliverability on this conversation.

at_risk is a warning, not a hard stop. What to do:

• Slow outbound on this chat. Reduce send frequency until you see a reply.
• Check your reply rate. If the recipient isn’t responding, sending more rarely helps — adjust your message content to be more likely engaged with.
• Vary your content. Repeated near-identical messages amplify the signal.

Watch for the chat moving back to healthy (good) or down to critical (act fast).

Strong signals that messages on this chat aren’t reaching the recipient the way you expect. Continuing to send is unlikely to help and may make the situation worse for the broader line.

Recommended action: Pause this chat. Re-engage only after chat becomes healthy again.

The recipient sent an opt-out keyword on this chat. This is terminal: regardless of any other signals, do not send further outbound messages on this chat.

The full set of opt-out keywords:

STOP, UNSUBSCRIBE, OPTOUT, CANCEL, END, QUIT

Currently, matching is exact and case-sensitive against the inbound message.

If the recipient later sends the opt-in keyword OPTIN (same matching rules), the status returns to its previous state automatically.

Chat health rolls up into the overall health of the line it was sent from. Many at_risk or critical chats on a single line increase the chance that the line will be flagged by our systems or carriers.

That said, chat health is not the only thing that affects line standing. We are continuously improving our models to create a healthy ecosystem.

• Switch on health_status according to the use cases above.
• New chats start as healthy and move to at_risk, critical, or opted_out as signals warrant.
• updated_at tells you when the status last changed; use it to detect rapid status drops in your dashboards.