Trust Factor

Trust Factor is your workspace credit score: good behavior unlocks sends; abuse, spam, and blocked content lower your daily cap.

In short

Score from 0 to 1000, shared across the entire workspace (not per API key).
Green, yellow, and red tiers set the daily outbound cap (UTC).
Sandbox (sk_test_) does not consume Trust Factor quota.
Limits are in addition to credits, plan, and API rate limits.
Track it in the dashboard under Workspace → Settings → Trust Factor.

Trust Factor is per workspace. All keys and channels in the same workspace share the score and daily cap.

Tiers and limits

Score	Tier	Daily outbound limit (UTC)
700 – 1000	Green	Unlimited
300 – 699	Yellow	1,000 messages
0 – 299	Red	100 messages

New workspaces start at 800 (green).
The counter resets at midnight UTC.
Each outbound recipient counts as 1, across WhatsApp, SMS, email, push, RCS, Telegram, and Instagram.

What lowers the score

Repeating the same violation type within 24 h increases the penalty (up to 3× the base value).

Event	Base impact (pts)
Blocked malicious content	−80
Government alert impersonation	−60
Blocked adult content	−50
Prompt injection in AI flows	−40
Official WhatsApp account restriction	−40
Official WhatsApp quality red	−35
Email spam complaint	−30
Blocked offensive content	−20
Official WhatsApp quality yellow	−15
Unexpected channel disconnect	−12
Official WhatsApp send limit reduced	−10
Email hard bounce	−2
Email soft bounce	−1

Blocked content is not sent, but the attempt can still lower the score. Treat UNSAFE_CONTENT and similar codes as reputation signals.

Recovery

Without new serious violations, the score recovers gradually:

Situation in the last 7 days	Recovery/day
No penalties	+5 pts
Light penalties only (bounces)	+2 pts
Medium, high, or critical penalty	0

API error

Tier cap reached → HTTP 429 TRUST_DAILY_LIMIT:

{
  "success": false,
  "error": "Too Many Requests",
  "message": "Daily send limit reached for Trust Factor (1000/1000). Improve your workspace trust score to send more.",
  "code": "TRUST_DAILY_LIMIT",
  "trustTier": "YELLOW",
  "dailyLimit": 1000,
  "dailyUsed": 1000,
  "trustScore": 650
}

See Error responses for details.

Webhook `trust.score_changed`

Enable this event on your webhook if you need to react when reputation goes up or down (spam, bounce, WhatsApp quality, blocked content, etc.).

Event	When it fires	What to do
`trust.score_changed`	Any score delta	Alert the team, reduce volume, or pause campaigns

direction is up or down. reason and type explain the cause (e.g. EMAIL_COMPLAINT, WA_QUALITY_RED).

{
  "event": "trust.score_changed",
  "workspaceId": "clxx...",
  "instanceId": "",
  "timestamp": "2026-07-25T16:20:00.000Z",
  "data": {
    "trustEventId": "clxx...",
    "type": "EMAIL_COMPLAINT",
    "severity": "HIGH",
    "channel": "email",
    "deltaPoints": -30,
    "scoreBefore": 800,
    "scoreAfter": 770,
    "tierBefore": "GREEN",
    "tierAfter": "GREEN",
    "direction": "down",
    "reason": "Email spam complaint",
    "metadata": {
      "recurrenceCount24h": 1,
      "multiplier": 1
    }
  }
}

General POST format, headers, and retries: Webhooks.

Best practices

Do not resend blocked content, each attempt may penalize again.
Clean email lists to reduce bounces and spam complaints.
Treat 429 TRUST_DAILY_LIMIT separately from generic API rate limits.

Simple guides

Learn more

Workspaces

AI and no-code

BYOK

In short

Tiers and limits

What lowers the score

Recovery

API error

Webhook `trust.score_changed`

Best practices

Next steps

​In short

​Tiers and limits

​What lowers the score

​Recovery

​API error

​Webhook trust.score_changed

​Best practices

​Next steps

In short

Tiers and limits

What lowers the score

Recovery

API error

Webhook `trust.score_changed`

Best practices

Next steps