> ## Documentation Index
> Fetch the complete documentation index at: https://docs.notifique.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Trust Factor

> Workspace trust score (0–1000), send tiers, and what affects your reputation on Notifique.

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

## 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**.

<Info>
  Trust Factor is **per workspace**. All keys and channels in the same workspace share the score and daily cap.
</Info>

## 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                |

<Warning>
  Blocked content is **not sent**, but the attempt can still **lower** the score. Treat `UNSAFE_CONTENT` and similar codes as reputation signals.
</Warning>

## 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`:

```json theme={null}
{
  "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](/guides/conceitos/resposta-de-erros) for details.

## Webhook `trust.score_changed`

Enable this event on your [webhook](/guides/webhooks/index) 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`).

```json theme={null}
{
  "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](/guides/webhooks/index).

## Best practices

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

***

## Next steps

* [Workspaces](/guides/workspaces/index)
* [Error responses](/guides/conceitos/resposta-de-erros)
* [Report API (FELCA)](/guides/compliance/report-api)
* [Security and reliability](/guides/conceitos/seguranca-e-confiabilidade)