A2P 10DLC is a new messaging standard introduced by major US carriers that requires all companies sending A2P(Application to person) SMS traffic to be registered. This is the case regardless of whether you are sending a bulk sales campaign or you just use SMS for occasional transactional messages. This only applies to companies messaging in the US and US territories using 10-digit long code phone numbers.
It allows businesses to send Application-to-Person (A2P) type messages. Carriers in the US consider all Close traffic to be A2P. Registering your business provides better delivery quality and lower filtering <<link the A2P 10DLC - Stay Compliant article in huboneos.com>> currently imposed by carriers on unregistered traffic.
Protecting mobile subscribers from unsolicited messaging such as spam, fraud, or abuse is the main reason registration is mandatory.
Unwanted messaging is a huge issue in the messaging industry; unwanted messages can result in complaints, fines, or outright disconnection by carriers. Mobile users who receive a lot of spam or other unwanted messages may decide to start opting out of or ignoring all messages from businesses, even legitimate ones who follow all rules and best practices.
US carriers (ATT/TMO/VZW - TMO being the most strict) are making it more difficult to send A2P-type SMS due to high rates of SMS fraud in the US, which is why such a vigorous process is in place.
1. Your business registration details including:
Business legal name
Business address
Business type (Sole Proprietorship, Partnership, Corporation, Co-operative, Limited Liability Corporation, Non-profit Corporation)
Business industry
Business registration number and registration type (ex: EIN Tax ID)
Business regions of operations (what countries and/or continents)
Website URL
Contact data for an authorized company representatives
2. SMS Traffic Use-case and Opt-in Processes
This includes how much SMS traffic you anticipate having, along with how your customers consent to receiving SMS messages from you. An opt-in process is required.
After you have submitted your information, we will submit it to our telephony partner Twilio for approval. Your registration is approved by a 3rd party board namely Campaign Registry. For your data to be approved, certain things have to be in order - see best practices here.
Campaigns can be rejected. If this happens, you will need to resubmit your information and you will be charged another fee for each resubmission. To ensure your campaigns are approved the first submission, you will need to:
1. Ensure data accuracy and consistency. Double-check that your company details are accurate. See below common mistakes that lead to campaign rejections.
2. Campaign Use-case. Be as descriptive as possible to describe how you use SMS in Close.
For example:
We are a real estate company so we use this to communicate with buyers and sellers who have opted in to our network of agents so that we can share with each other properties in the market to coordinate viewings, request for new listings and close on sold properties.
3. Ensure your use case involves consumer consent before sending messages. A clear opt-in process is mandatory even if you only send trasactional messages. You must show that your SMS recipients are consenting to receive SMS from you.
Before sending SMS in Close, you must first obtain consent from your leads. Please note that an opt-in process is mandatory and nonnegotiable.
Sending unsolicited SMS may put your account at risk of being suspended. If you don't have an opt-in process, create one before starting your registration process.
Your campaign registration will be rejected without a proper opt-in process. The below guidelines give you the necessary language to make sure registration is approved without a lot of back and forth.
Your opt-in process may vary depending on your lead generation methods. You can go with either of the below:
1. Sign-up through webforms
If your leads come through sign-ups or filling webforms/surveys, you must include a way for them to know that providing a phone number means they will be receiving SMS from your brand.
Examples:
End users opt-in by visiting https://example.com/signup/ and adding their phone numbers. They then check a box agreeing to receive text messages from Close.com.
2. Booking Links
Booking softwares such as Calendly and Savvycal that give the option to collect lead data when booking a meeting will be proof of opt-in. They must include a checkbox where a lead can explicitly consent to receiving SMS.
For example:
Users share their phone numbers when booking a meeting on our Savvycal booking link https://savvycal.com/bookcall. They check a checkbox to consent to receive SMS from Close.com.
The consent message must include:
Program name and/or a description of the messages that will be sent.
Organization or individual being represented in the initial message.
Fee disclosure ("Message and data rates may apply").
Service delivery frequency or recurring messages disclosure ("4 messages per month", "Message frequency varies", "1 message per login", etc).
Customer care information (typically "Text HELP for help" or Help at XXX-XXX-XXXX).
Opt out instructions (typically "Text STOP to unsubscribe").
Link to Privacy Policy describing how end user opt-in information will be used.
Link to Terms and Conditions describing Terms of Service.
Incorporate a checkbox option that end-users must select in order to receive SMS messaging. The checkbox cannot be pre-selected. The checkbox provides the end-user the ability to agree, or not agree, to receive SMS messaging.
Example of a good consent message:
By submitting this form, you agree to receive transaction messages from {{YOUR COMPANY NAME}}. Text and data rates may apply. Message frequency varies. Reply STOP to unsubscribe or HELP for help. To view our privacy policy, go to {{LINK TO YOUR PRIVACY POLICY}}.***
3. Text
If you don't have a sign up form where customers sign up to your services, then your leads will need to initiate the first message by sending the keyword "START" to your Close phone numbers.
If we use this method, your first message before starting a normal conversation must be something like:
"{{COMPANY NAME}}: Thank you for choosing us. We will use SMS to schedule your next appointment. You can reply STOP at anytime to opt out."
After a successful registration and your campaign use case has been approved you will be assigned a trust score. This is your company's credibility according to carriers. This will determine how many SMS messages you are allowed to send per day, per carrier. If you exceed this threshold, your messages will fail to be sent. To keep your trust score high, please make sure you abide by:
Opt-in. Only send SMS to customers who have opted in to receive SMS from you. This will make sure that your opt-out rate remains low. A high opt-out rate will indicate to carriers that you are sending cold SMS, which is illegal. If you are using SMS for cold outreach, make sure to receive consent via email or call first. If your account is ever flagged for high opt-out rates, you will be at risk of having it suspended if you don't provide proof of opt-in for a random set of contacted leads picked by the affected carrier.
High Failure Rate. Use third-party sites to validate your contact list before you import them to Close and start sending SMS. That way, you are not sending SMS to landlines, which is another signal to carriers of spam messages without consent. A high error rate due to invalid numbers or landlines will significantly lower your trust score.
If your account is already approved for A2P 10DLC, any new numbers you buy will be automatically added to your approved campaign. Keep in mind that the number needs to be registered with carriers as well. This process can take up to 8-10 days, as the change has to propagate across several stakeholders/carriers.
Twilio, our telephony partner handles opt-out automatically if a lead responds to your messages with any of STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT,
Any of these STOP keyword replies will prevent a customer from receiving new messages from the specific Close phone number they're responding to. When Twilio receives one of these replies, they will create a "block list" entry on their side. Once they have a block list entry for a particular recipient phone number, any future attempts to message them will fail with Error Code 21610 - Message cannot be sent to the 'To' number because the customer has replied with STOP.
Recipients can disable this and resume receiving messages with the START, YES, or UNSTOP commands as outlined below.
Only single-word messages will trigger the block. So, for example, replying STOP will stop the customer from receiving messages from that particular Close number, but replying "STOP PLEASE" or "PLEASE CANCEL" will not.
Please note that these STOP keyword replies only apply to the most recent number that messaged the recipient. If you are using more than one Toll-Free number or Long Code for sending messages, you must take additional action separate from Twilio to prevent these customers from receiving messages from your other numbers. We recommend deleting the contact's numbers on your side when one of these message responses is received.
