Explain your activity in Communication reviews

What Communication reviews is for

Communication reviews brings together requests about your SMS and calling activity. Use it when IllyVoIP asks you to explain a use case, provide supporting information or follow a decision. It is not a message composer, a calling tool or a replacement for account identity verification.

You do not need to send another message or make another call to create evidence for an existing review. Normal SMS messages do not all require an approved business profile; respond when a review is requested for your activity.

1. Find the correct activity

1. Open Communication reviews directly, or select its link from the SMS Messages page or the request that brought you here.
2. Choose All services, SMS or Calls & Voice API, depending on the services available to your account.
3. Check Your reviews for explanations already submitted. Check Activity you can explain for activity needing an explanation.
4. Match the service, time, message or phone number to the event you want to discuss. For calling activity, check the incoming/outgoing direction too.
5. Select Explain activity for an item without a submitted explanation, or Open review to read an existing request. Use Load older when the item is not in the initial list.

If the page shows no activity requiring an explanation, that is not a blanket approval for future activity. If a service is missing because your account lacks access, ask your account owner or Support. Do not switch accounts to try to access another customer’s request.

2. Explain your legitimate use case

Complete the fields offered in the review. Be specific about what actually happened and what you intend to do:

• Organisation / represented brands: identify your organisation and any business you legitimately represent.
• What do you do? describe your actual business or activity.
• Purpose: explain what the SMS or calling activity is for, rather than writing only “business” or “testing”.
• Recipients: explain who receives the communications, your relationship with them and why they expect to hear from you.
• Supporting details: provide the requested website/contact details and, for SMS where relevant, the Sender IDs you intend to use.

Example, only if it accurately describes your activity: “We run a dental practice. We send appointment reminders to patients who booked with us and agreed to receive reminders. The SMS identifies our practice and contains the appointment time. We do not use purchased contact lists.” Adapt your explanation to the facts; copying an example does not guarantee approval.

For a call review, explain the specific number, direction and activity shown in that review. If you received an unwanted call, say that clearly. Receiving a suspicious call and deliberately placing one are not the same situation.

3. Add relevant documents and submit

Supporting documents are optional unless our team asks for particular evidence. The forms accept up to five PDF, JPG or PNG files, up to 10 MB each per submission. Relevant evidence could include business registration or authorisation to represent a brand.

Redact unrelated personal information. Never upload passwords, verification codes, API keys or full customer lists just to explain a use case. Uploading a document does not itself approve the activity.

1. Review your explanation and selected files.
2. Select Submit for review and wait for the result.
3. Confirm the request appears in Your reviews. If the page reports that an existing review should be used, open that review rather than making duplicates.

Submitting a review does not send an SMS, place a call or automatically restore a suspended phone number.

4. Read the status and respond

• Awaiting review / Awaiting staff review: the request is waiting for a decision. Read any visible note; repeated submissions will not provide missing information.
• Information needed / More information requested: open the request, read the team’s question and choose Provide information or Provide more information. Answer the question in the reply field, correct your explanation if needed and submit the response.
• Approved: read the decision and the approved activity. Approval is for the reviewed scope, not unrestricted permission for every service, number or purpose.
• Not approved: read the reason or instructions shown. Contact Support if you need clarification; do not keep retrying the same restricted activity to bypass the decision.
• Closed — explanation no longer required: no further explanation is needed for that incident. This does not, by itself, mean every other restriction has been removed.

Use the request history to see previous submissions, replies and customer-visible decisions. If the page asks you to reload because the review changed, reload and read the latest state before submitting again. If your session changed, refresh and confirm that you are in the intended account.

5. Know what happens after approval

SMS: approval does not resend a stopped message. Return to the composer, review the message, recipients and current cost, then confirm only if you still want to send it. Sender approval, balance, account verification and other applicable restrictions remain separate. See Send SMS from the portal.

Calls and Voice API: check the number’s protection status separately from the use-case decision. A review can be approved while a restriction update is pending or another restriction still applies. A recorded approval does not automatically restore a suspended number or start a call. Follow the visible instructions, and contact Support if the status is unclear.

If your business purpose changes, do not assume an older approval covers the new activity. Explain the change when requested or ask Support what is needed.

If you cannot find or load a review

Use Refresh or Try again, check the service filter and load older items. A loading error is not evidence that a request was approved or deleted. If an old link is invalid, open Communication reviews and locate the item in the list.

For help, provide the review link or reference, service, time and timezone, affected number or message reference, and the exact error. Keep secrets and unrelated customer information out of screenshots. See contacting Support. For account identity checks and signing, use the separate account-verification guide.