Acrolinx improvements

Author: Court72

articles/communication-services/concepts/sms/sms-faq.md

@@ -24,27 +24,27 @@ Azure Communication Services customers can use Azure Event Grid to receive incom
 
 ### Can I receive messages from any country/region on toll-free numbers?
 
-Toll-free numbers are not capable of sending or receiving messages to/from countries/regions outside of US, CA, and PR.
+Toll-free numbers aren't capable of sending or receiving messages to/from countries/regions outside of US, CA, and PR.
 
 ### Can I receive messages from any country/region on short codes?
-Short codes are domestic numbers and are not capable of sending or receiving messages to/from outside of the country/region it was registered for. *Example: US short code can only send and receive messages to/from US recipients.*
+Short codes are domestic numbers and aren't capable of sending or receiving messages to/from outside of the country/region it was registered for. *Example: US short code can only send and receive messages to/from US recipients.*
 
 ### How are messages sent to landline numbers treated?
 
-In the United States, Azure Communication Services does not check for landline numbers and attempts to send it to carriers for delivery. Customers are charged for messages sent to landline numbers. 
+In the United States, Azure Communication Services doesn't check for landline numbers and attempts to send it to carriers for delivery. Customers are charged for messages sent to landline numbers. 
 
 ### Can I send messages to multiple recipients?
 
 Yes, you can make one request with multiple recipients. Follow this [quickstart](../../quickstarts/sms/send.md?pivots=programming-language-csharp) to send messages to multiple recipients.
 
 ### I received an HTTP Status 202 from the Send SMS API but the SMS didn't reach my phone, what do I do now?
 
-The 202 returned by the service means that your message has been queued to be sent and not delivered. Use this [quickstart](../../quickstarts/sms/handle-sms-events.md) to subscribe to delivery report events and troubleshoot. Once the events are configured, inspect the "deliveryStatus" field of your delivery report to verify delivery success/failure.
+The 202 returned by the service means that your message was queued to be sent and not delivered. Use this [quickstart](../../quickstarts/sms/handle-sms-events.md) to subscribe to delivery report events and troubleshoot. Once the events are configured, inspect the "deliveryStatus" field of your delivery report to verify delivery success/failure.
 
 ### How to send shortened URLs in messages?
-Shortened URLs are a good way to keep messages short and readable. However, US carriers prohibit the use of free publicly available URL shortener services. This is because the ‘free-public’ URL shorteners are used by bad-actors to evade detection and get their SPAM messages passed through text messaging platforms. When sending messages in US, we encourage using custom URL shorteners to create URLs with dedicated domain that belongs to your brand. Many US carriers block SMS traffic if they contain publicly available URL shorteners.
+Shortened URLs are a good way to keep messages short and readable. However, US carriers prohibit the use of free publicly available URL shortener services. This is because the ‘free-public’ URL shorteners are used by bad-actors to evade detection and get their SPAM messages passed through text messaging platforms. When sending messages in the US, we encourage using custom URL shorteners to create URLs with dedicated domain that belongs to your brand. Many US carriers block SMS traffic if they contain publicly available URL shorteners.
 
-Below is a list with examples of common URL shorteners you should avoid to maximize deliverability:
+Following is a list with examples of common URL shorteners you should avoid to maximize deliverability:
 - bit.ly
 - goo.gl
 - tinyurl.com
@@ -60,14 +60,14 @@ Below is a list with examples of common URL shorteners you should avoid to maxim
 ## Opt-out handling
 ### How does Azure Communication Services handle opt-outs for toll-free numbers?
 
-Opt-outs for US toll-free numbers are mandated and enforced by US carriers and cannot be overridden. 
+Opt-outs for US toll-free numbers are mandated and enforced by US carriers and can't be overridden. 
 - **STOP** - If a text message recipient wishes to opt out, they can send ‘STOP’ to the toll-free number. The carrier sends the following default response for STOP: *"NETWORK MSG: You replied with the word "stop", which blocks all texts sent from this number. Text back "unstop" to receive messages again."*
 - **START/UNSTOP** - If the recipient wishes to resubscribe to text messages from a toll-free number, they can send ‘START’ or ‘UNSTOP’ to the toll-free number. The carrier sends the following default response for START/UNSTOP: *“NETWORK MSG: You have replied “unstop” and will begin receiving messages again from this number.”*
-- Azure Communication Services detects STOP messages and blocks all further messages to the recipient. The delivery report will indicate a failed delivery with status message as “Sender blocked for given recipient.”
-- The STOP, UNSTOP and START messages will be relayed back to you. Azure Communication Services encourages you to monitor and implement these opt-outs to ensure that no further message send attempts are made to recipients who have opted out of your communications.
+- Azure Communication Services detects STOP messages and blocks all further messages to the recipient. The delivery report indicates a failed delivery with the status message as “Sender blocked for given recipient.”
+- The STOP, UNSTOP, and START messages are relayed back to you. Azure Communication Services encourages you to monitor and implement these opt-outs to ensure that no further message-send attempts are made to recipients who opted out of your communications.
 
 ### How does Azure Communication Services handle opt-outs for short codes in United States?
-Azure communication service offers an opt-out management service for short codes in US that allows customers to configure responses to mandatory keywords STOP/START/HELP. Prior to provisioning your short code, you are asked for your preference to manage opt-outs. If you opt-in, the opt-out management service automatically uses your responses in the program brief for Opt in/ Opt out/ Help keywords in response to STOP/START/HELP keyword. 
+Azure communication service offers an opt-out management service for short codes in US that allows customers to configure responses to mandatory keywords STOP/START/HELP. Before you provision your short code, you're asked for your preference to manage opt-outs. If you opt in, the opt-out management service automatically uses your responses in the program brief for Opt in/ Opt out/ Help keywords in response to STOP/START/HELP keyword. 
 
 *Example:* 
 - **STOP** - If a text message recipient wishes to opt out, they can send ‘STOP’ to the short code. Azure Communication Services sends your configured response for STOP: *"Contoso Alerts: You’re opted out and will receive no further messages."*
@@ -78,24 +78,24 @@ Azure Communication Services detects STOP messages and blocks all further messag
 
 ### How does Azure Communication Services handle opt outs for alphanumeric sender ID?
 
-Alphanumeric sender ID is not capable of receiving inbound messages or STOP messages. Azure Communication Services does not enforce or manage opt-out lists for alphanumeric sender ID. You must provide customers with instructions to opt out using other channels such as, calling support, providing an opt-out link in the message, or emailing support. See [messaging policy guidelines](./messaging-policy.md#how-we-handle-opt-out-requests-for-sms) for further details.
+Alphanumeric sender ID isn't capable of receiving inbound messages or STOP messages. Azure Communication Services doesn't enforce or manage opt-out lists for alphanumeric sender ID. You must provide customers with instructions to opt out using other channels such as, calling support, providing an opt-out link in the message, or emailing support. See [messaging policy guidelines](./messaging-policy.md#how-we-handle-opt-out-requests-for-sms) for further details.
 
 ### How does Azure Communication Services handle opt outs for short codes in Canada and United Kingdom?
 
-Azure Communication Services does not control or implement opt-out mechanisms for short codes within Canada and the United Kingdom. Recipients of text messages have the option to text ‘STOP’ to unsubscribe or ‘START’ to subscribe to the short code. These requests are relayed as incoming messages to your event grid. It is your responsibility to act on these messages by resubscribing recipients or ceasing message delivery accordingly.
+Azure Communication Services doesn't control or implement opt-out mechanisms for short codes within Canada and the United Kingdom. Recipients of text messages have the option to text ‘STOP’ to unsubscribe or ‘START’ to subscribe to the short code. These requests are relayed as incoming messages to your event grid. It is your responsibility to act on these messages by resubscribing recipients or ceasing message delivery accordingly.
 
 ## Short codes
 ### What is the eligibility to apply for a short code?
-Short Code availability is currently restricted to paid Azure subscriptions that have a billing address in the United States. Short Codes cannot be acquired on trial accounts or using Azure free credits. For more details, check out our [subscription eligibility page](../numbers/sub-eligibility-number-capability.md). 
+Short Code availability is currently restricted to paid Azure subscriptions that have a billing address in the United States. Short Codes can't be acquired on trial accounts or using Azure free credits. For more details, check out our [subscription eligibility page](../numbers/sub-eligibility-number-capability.md). 
 
 ### Can you text to a toll-free number from a short code?
-Azure Communication Services toll-free numbers are enabled to receive messages from short codes. However, short codes are not typically enabled to send messages to toll-free numbers. If your messages from short codes to Azure Communication Services toll-free numbers are failing, check with your short code provider if the short code is enabled to send messages to toll-free numbers. 
+Azure Communication Services toll-free numbers are enabled to receive messages from short codes. However, short codes aren't typically enabled to send messages to toll-free numbers. If your messages from short codes to Azure Communication Services toll-free numbers are failing, check with your short code provider if the short code is enabled to send messages to toll-free numbers. 
 
 ### How should a short code be formatted?
-Short codes do not fall under E.164 formatting guidelines and do not have a country code, or a "+" sign prefix. In the SMS API request, your short code should be passed as the 5-6 digit number you see in your short codes page without any prefix. 
+Short codes don't fall under E.164 formatting guidelines and don't have a country code, or a "+" sign prefix. In the SMS API request, your short code should be passed as the 5-6 digit number you see in your short codes page without any prefix. 
 
 ### How long does it take to get a short code? What happens after a short code program brief application is submitted?
-Once you have submitted the short code program brief application in the Azure portal, the service desk works with the aggregators to get your application approved by each wireless carrier. This process generally takes 8-12 weeks. All updates and the status changes for your applications are communicated via the email you provide in the application. For more questions about your submitted application, please email [email protected].
+After you submit the short code program brief application in the Azure portal, the service desk works with the aggregators to get your application approved by each wireless carrier. This process generally takes 8-12 weeks. All updates and the status changes for your applications are communicated via the email you provide in the application. For more questions about your submitted application, email [email protected].
 
 ## Alphanumeric sender ID
 
@@ -113,13 +113,13 @@ Once you have submitted the short code program brief application in the Azure po
     - Spaces
 
 ### Is a number purchase required to use alphanumeric sender ID?
-The use of alphanumeric sender ID does not require purchase of any phone number. Alphanumeric sender ID can be enabled through the Azure portal. See [enable alphanumeric sender ID quickstart](../../quickstarts/sms/enable-alphanumeric-sender-id.md) for instructions.
+The use of alphanumeric sender ID doesn't require purchase of any phone number. Alphanumeric sender ID can be enabled through the Azure portal. See [enable alphanumeric sender ID quickstart](../../quickstarts/sms/enable-alphanumeric-sender-id.md) for instructions.
 
 ### Can I send SMS immediately after enabling alphanumeric sender ID?
 We recommend waiting for 10 minutes before you start sending messages for best results.
 
 ### Why is my alphanumeric sender ID getting replaced by a number?
-Alphanumeric sender ID replacement with a number may occur when a certain wireless carrier does not support alphanumeric sender ID. This is done to ensure high delivery rate.  
+Alphanumeric sender ID replacement with a number may occur when a certain wireless carrier doesn't support alphanumeric sender ID. This is done to ensure high delivery rate. 
 
 ## Toll-Free Verification
 
@@ -156,24 +156,24 @@ New limits are as follows:
 
 ### What happens after I submit the toll-free verification form?
 
-After submission of the form, we will coordinate with our downstream peer to get the application verified by the toll-free messaging aggregator. While we are reviewing your application, we may reach out to you for more information.
+After submission of the form, we'll coordinate with our downstream peer to get the application verified by the toll-free messaging aggregator. While we are reviewing your application, we may reach out to you for more information.
 - From Application Submitted to Pending = **1-5 business days** 
 - From Pending to Verdict (Verfied/Rejected/More info needed) = **4-5 weeks**. The toll-free aggregator is currently facing a high volume of applications due to which applications can take around eight weeks to get approved.
 
 The whole toll-free verification process takes about **5-6 weeks**. These timelines are subject to change depending on the volume of applications to the toll-free messaging aggregator and the [quality](#what-is-considered-a-high-quality-toll-free-verification-application) of your application. The toll-free aggregator is currently facing a high volume of applications due to which applications can take around eight weeks to get approved.
 
-Updates for changes and the status of your applications will be communicated via the regulatory blade in Azure portal.
+Updates for changes and the status of your applications are communicated via the regulatory blade in Azure portal.
 
 ### How do I submit a toll-free verification?
 To submit a toll-free verification application, navigate to Azure Communication Service resource that your toll-free number is associated with in Azure portal and navigate to the Phone numbers blade. Select on the Toll-Free verification application link displayed as "Submit Application" in the infobox at the top of the phone numbers blade. Complete the form.
 
 ### What is considered a high quality toll-free verification application? 
 The better the quality of your application, the greater the likelihood of it being approved.
 
-Pointers to ensure you are submitting a high quality application:
+Pointers to ensure you're submitting a high-quality application:
 - Phone number(s) listed is/are Toll-free number(s)
 - All required fields completed
-- The use case is not listed on our [Ineligible Use Case](#what-are-the-ineligible-use-cases-for-toll-free-verification) list 
+- The use case isn't listed on our [Ineligible Use Case](#what-are-the-ineligible-use-cases-for-toll-free-verification) list 
 - Opt-in process is documented/detailed
 - Opt-in image URL is provided and publicly accessible 
 - [CTIA guidelines](https://www.ctia.org/the-wireless-industry/industry-commitments/messaging-interoperability-sms-mms) are being followed
@@ -207,7 +207,7 @@ This table shows the maximum number of characters that can be sent per SMS segme
 |Hello world|Text|GSM Standard|GSM-7|160|
 |你好|Unicode|Unicode|UCS-2|70|
 
-### Can I send/receive long messages (>2048 chars)?
+### Can I send/receive long messages (>2,048 chars)?
 
 Azure Communication Services supports sending and receiving of long messages over SMS. However, some wireless carriers or devices may act differently when receiving long messages. We recommend keeping SMS messages to a length of 320 characters and reducing the use of accents to ensure maximum delivery. 
 
@@ -229,12 +229,12 @@ Rate Limits for SMS:
 
 ## Carrier Fees 
 ### What are the carrier fees for SMS?
-US and CA carriers charge an added fee for SMS messages sent and/or received from toll-free numbers and short codes. The carrier surcharge is calculated based on the destination of the message for sent messages and based on the sender of the message for received messages. Azure Communication Services charges a standard carrier fee per message segment. Carrier fees are subject to change by mobile carriers. Refer to [SMS pricing](../sms-pricing.md) for more details. 
+US and CA carriers charge an added fee for SMS messages sent and/or received from toll-free numbers and short codes. The carrier surcharge is calculated based on the destination of the message for sent messages and based on the sender of the message for received messages. Azure Communication Services charges a standard carrier fee per message segment. Carrier fees are subject to change by mobile carriers. For more information, see [SMS pricing](../sms-pricing.md). 
 
 ### When do we come to know of changes to these surcharges?
-As with similar Azure services, customers are notified at least 30 days prior to the implementation of any price changes. These charges are reflected on our SMS pricing page along with the effective dates. 
+As with similar Azure services, customers are notified at least 30 days before the implementation of any price changes. These charges are reflected on our SMS pricing page along with the effective dates. 
 
 ## Emergency support
 ### Can a customer use Azure Communication Services for emergency purposes?
 
-Azure Communication Services does not support text-to-911 functionality in the United States, but it’s possible that you may have an obligation to do so under the rules of the Federal Communications Commission (FCC).  You should assess whether the FCC’s text-to-911 rules apply to your service or application. To the extent you're covered by these rules, you are responsible for routing 911 text messages to emergency call centers that request them. You're free to determine your own text-to-911 delivery model, but one approach accepted by the FCC involves automatically launching the native dialer on the user’s mobile device to deliver 911 texts through the underlying mobile carrier.
+Azure Communication Services doesn't support text-to-911 functionality in the United States, but it’s possible that you may have an obligation to do so under the rules of the Federal Communications Commission (FCC). You should assess whether the FCC’s text-to-911 rules apply to your service or application. To the extent you're covered by these rules, you're responsible for routing 911 text messages to emergency call centers that request them. You're free to determine your own text-to-911 delivery model, but one approach accepted by the FCC involves automatically launching the native dialer on the user’s mobile device to deliver 911 texts through the underlying mobile carrier.