Business Text Messaging Registration Information
What is 10DLC?
Due to stricter SPAM controls, US carriers no longer support using local, unregistered numbers for business who text consumers. Instead, carriers are offering 10-digit long codes (10DLC) that include necessary security features to ensure compliance with federal standards.
10DLC is a result of the collective efforts of Mobile Network Operators to combine the best features of shortcodes (5-digit SMS numbers) and long codes (10-digit SMS numbers): preapproved campaigns, high throughput for Application-to-Person (A2P) SMS messaging, and low-cost.
Why should my company register?
In short, getting your SMS number registered will activate your ability to text while ensuring your company can text your customers without interruption or unwanted filtering, all while protecting consumers from unwanted messages.
Automatic Disqualifications
Messaging Guidelines
Getting Started
You can register your numbers from within your account following these instructions. Below is detailed information about what is required when you register.
If you have any questions about the registration process, feel free to contact our Amazing Service team directly at 888-287-9457, chat, or submit a case.
Registering your business number can be an in-depth process as it requires different information revolving around how your business uses texting. Information will need to be added to your Terms of Service, Privacy Statement, Opt-In verbiage, and other public details, depending on your usage. Much of the application will require the same base information; however, depending on usage, the Opt-In information/verbiage will have different requirements.
Additional Information
Campaign Description: How do you use texting?
The Campaign Description should be used to describe for what text messaging will be used. While it can include a short description of the brand, the majority of the text should describe the use case and how you will be using texting.
- Conversational - Two-way conversation between the company and customer, initiated/requested by the customer. (Internal-only texting also falls under this category.)
- Texting will be used by representatives to provide customer support when asked.
- Messaging will be used to answer consumer concerns about products and services.
- Texting will be used internally and externally for more casual conversation. This includes topics such as follow-ups on recent email or phone conversations, meetings, conversational small talk, and confirming whereabouts or schedules. While typically initiated by the customer, employees may initiate for circumstantial reasons if given permission by the customer.
- This example is quite a bit longer, as “casual conversation” needed to be defined. If your usage is general, you must give examples of the potential topics.
- Informational - Customer gave their number to the company to contact them, and the message does not require a response from the customer.
- This campaign will be used to update customers on their current service order.
- Text messaging will be used to inform customers of shipping notifications.
- Promotional - Customer signed up to receive marketing information or messages that require a specific kind of response/action.
- This campaign will be used to request feedback via SMS messaging for the experience with the delivery process.
- Text messaging will be used for customer care and marketing promotions.
- This campaign will be used to confirm appointments. The customer will need to reply Y or N to confirm.
Note that each one of these describes how the SMS (and/or MMS) campaign will be used. It is important that the campaign description actually match the sample messages and that the sample messages are as accurate as possible. There is a MINIMUM of 40 characters for the Campaign Description, so no short notes such as “customer service.”
For additional suggestions and tips regarding the application process, click here.
Required Opt-in Language
SMS opt-in is the first crucial step in utilizing text messaging to connect with your customers. More than that, it’s a legal requirement for 10DLC numbers. You’ll need to gather consent based on the type of interaction between your business and the consumer, and you need to make sure a legal disclaimer is plainly visible to the customer where they provide their phone number.
So, how do we obtain this required consent?
These requirements fluctuate depending on the purpose of the SMS exchange between your business and the consumer. These can be lumped into three categories, each with its own set of requirements:
| Conversational | Informational | Promotional |
|---|---|---|
| Conversational messaging is a back-and-forth conversation that takes place via text. If a Consumer texts a business first and the business responds quickly with a single message, then it is likely conversational. If the Consumer initiates the conversation and the business simply responds, then no additional permission is expected. | Informational messaging is when a Consumer gives their phone number to a business and asks to be contacted in the future. Appointment reminders, welcome texts, and alerts fall into this category because the first text sent by the business fulfills the Consumer’s request. A Consumer needs to agree to receive texts for a specific informational purpose when they give the business their mobile number | Promotional messaging is a message sent that contains a sales or marketing promotion. Adding a call-to-action (e.g., a coupon code to an informational text) may place the message in the promotional category. Before a business sends promotional messages, the Consumer should agree in writing to receive promotional texts. Businesses that already ask Consumers to sign forms or submit contact information can add a field to capture the Consumer’s consent. |
| The first message is only sent by a Consumer Two-way conversation | The first message is sent by the Consumer or business One-way alert or two-way conversation | The first message is sent by the business One-way alert |
| The message responds to a specific request | The message contains information | Message promotes a brand, product, or service Prompts Consumers to buy something, go somewhere, or otherwise take action |
| IMPLIED CONSENT If the Consumer initiates the text message exchange and the business only responds to each Consumer with relevant information, then no verbal or written permission is expected. | EXPRESS CONSENT The Consumer should give express permission before a business sends them a text message. Consumers may permit text on a form, a website, or verbally. Consumers may also give written permission. | EXPRESS WRITTEN CONSENT The Consumer should give express written permission before a business sends them a text message. Consumers may sign a form, check a box online, or otherwise provide consent to receive promotional text messages. |
For additional suggestions and tips regarding the application process, click here.
Call-to-Action/Message Flow: Opt-In Consent
The Call-to-Action, Message Flow, or Opt-In Consent describes how recipients of text messages via this campaign consent to receive said messages. In other words, how is opt-in consent obtained.
- This is simply a description of how opt-in or consent is obtained. Just as there are virtually countless SMS/MMS use-cases, there are many different ways that consent for messaging can be obtained, including through a website, a user-initiated text (called a Mobile-Originated or MO message) to the brand, verbally, telephone calls, and many others.
- Types of SMS opt-ins
Consent can be obtained in a few different ways. Here’s a breakdown of the specifics for each:- Verbal. In this method, your contacts opt in over the phone or in person. To collect consent verbally, you’ll need a tracking system to show how and when they provided consent. You should include a transcript of how your employees ask for consent.
- Consent and the number will be obtained verbally. Support representatives will ask the customer if they would like to opt in for updates. Their verbiage includes the following script. “Would you like to receive text messages concerning any updates to your tracking information from Nextiva? Frequency may vary and message and data rates may apply. You can reply STOP to opt out. For additional information, text HELP or call the support line 800-285-7995. You can also find our privacy policy and terms of service on our website at ____________”
- Website form. Consumers can opt-in for text messaging when they fill out a form on your website. This could include a popup form, a checkbox while they’re checking out, or a form placed in the footer.
- Consent and the phone number is obtained via a written form found at ________. The form is sent to our customer management database and recorded.
- Paper form. SMS opt-in can be collected in paper form. There must be an explicit opt-in message on the form.
- Consent is obtained via a mailing letter. The customer would opt-in by signing and mailing the form by the provided prepaid envelope. A virtual copy of the mailer can be found here. __________
- Customer-initiated text. With this form of opt-in, your contacts must initiate a text message (also called text-to-join or SMS keywords). This means they text your business first. You should include SMS disclaimers wherever you encourage contacts to message you first or include these disclaimers in your first reply to them.
- Consent is obtained via a customer-initiated text. The phone number is listed on our website here _____. The Op-in disclaimers are listed directly below the phone number in clear view.
- Mobile QR code. In this SMS opt-in type, your contacts scan a mobile QR code. This code can initiate a text message or add their contact number to a list. Include any disclaimers under your QR code.
- Consent is obtained via a QR code. The code is listed on a flyer, to which is virtual version can be found here ______. The QR code opens a website that has additional Opt-in consent. It can be found here ________.
- Verbal. In this method, your contacts opt in over the phone or in person. To collect consent verbally, you’ll need a tracking system to show how and when they provided consent. You should include a transcript of how your employees ask for consent.
This field has a 40-character MINIMUM, so please provide a useful description of how consent is obtained. The key point here is to be accurate and descriptive.
Privacy Policy
The Privacy Policy lets your customers know how you are going to collect and use their information. Here are examples:
[Brand Name] is committed to safeguarding the privacy of our users. We want to assure you that we do not share your personal information with third parties. This privacy policy outlines how we collect, use, and protect the information you provide to us.
Information Collection:
We collect only the information necessary to provide and improve our services. This may include name, email address, etc. We do not sell, rent, or share this information with any third parties.
How We Use Your Information:
No personal information, mobile number, or messaging consent information will be shared with third parties or affiliates for marketing or promotional purposes.
Your Choices:
You have the right to access, correct, or delete your information. If you have any concerns or questions about your data, please contact us at [contact information or link].
Policy Changes:
We may update our privacy policy from time to time. Any changes will be communicated to you, and your continued use of our services implies your acceptance of the updated policy. By using our services, you agree to the terms outlined in this privacy policy.
Last updated: [Date last updated]
For additional suggestions and tips regarding the application process, click here.
10 DLC Website and Contact Validation Suggestions
- Website / Online Presence – This should be a secure and working website. Unsecured websites using HTTP or any unsecured protocol will be rejected. A website that lands on a domain parking site (e.g., GoDaddy, Wix, or others) will be rejected. Additionally, a website that is an empty placeholder (or a “coming soon” site) would also be rejected.
- In addition to a website, you may use other means of showing an online presence, such as:
- Facebook/Truth page
- Instagram page
- For Facebook (Truth), Instagram, or other social media pages, make sure the brand name is clearly identified. A more established social media presence is more likely to be approved than something that was more recently launched.
- LinkedIn page – can be used, but the LinkedIn page should be a company listing – not an individual (unless for a Sole Proprietor). However, phone and email should be cross-referenced as well. The ‘About’ potion of the company listing should also have enough information to fully vet the campaign for the brand, including Privacy Policy links as well as a fully compliant SMS Disclosure.
- LinkedIn page – can be used, but the LinkedIn page should be a company listing – not an individual (unless for a Sole Proprietor). However, phone and email should be cross-referenced as well. The ‘About’ potion of the company listing should also have enough information to fully vet the campaign for the brand, including Privacy Policy links as well as a fully compliant SMS Disclosure.
- In addition to a website, you may use other means of showing an online presence, such as:
- Other social media notes:
- Yelp – is possible, but also can be troublesome. Make sure your link to the business page for Yelp can be viewable in all regions and you should certainly include an appropriate SMS Disclosure and Privacy Policy for your business.
- Profile sites – these are sites sometimes used for professionals that will provide general information about the professional – common with physicians, medical, trucking companies, and occasionally legal. If text messaging is to be used with these sites, there will need to be a way to also provide a compliant SMS Disclosure and Privacy Policy link (or statement) for the business.
- Phone Number and Email – these are the phone number(s) and email(s) of the contact person who manages the messaging. These may or may not match what is on the website / online. But, if the brand uses social media for an online presence, it’s best that these match what is on the social media.
- If your brand is a larger company or even a regional or national brand, the email domain should belong to that brand – not Gmail, yahoo, outlook, etc. Email domains for larger companies should not be using gmail.com, as this can result in this campaign being rejected.
- We realize that many small businesses have a website domain but still use Gmail or some other public email solution. Typically, this is okay for smaller businesses. The requirement that you use the domain of the brand mainly applies to larger enterprises. Messaging registration reviewers will make that call during the campaign vetting process.
- It is permissible for a third party to provide an email and phone number if they are the party that provides messaging support for the brand. Please let us know in advance, if possible, if this will be the case.
For additional suggestions and tips regarding the application process, click here.
Messaging Guidelines
Our messaging guidelines are built from the CTIA Messaging Principles and Best Practices. Please refer to the CTIA guidelines for more details. Nextiva customers should take proactive steps to monitor and prevent unwanted message content, including but not limited to content that:
- Is unlawful, harmful, abusive, malicious, misleading, harassing, violent, obscene/illicit, or defamatory
- Is deceptive (e.g., phishing messages intended to access private or confidential information), including deceptive links
- Invades privacy
- Promotes illegal activity
- Causes safety concerns
- Incites harm, discrimination, hate or violence
- Includes malware
- Threatens recipients or intends to intimidate
Disqualifying Use Cases
High-risk financial services
Get rich quick schemes
Debt forgiveness
| Job postings
Controlled substances
Other disallowed use cases
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