Best practices for A2P 10DLC registration
Last Update: Nov 2024 • Est. Read Time: 3 MINBy law, all 10-digit long code phone numbers must be registered before you can use them to send text messages to customers, and businesses must have express written consent from customers before texting them. A2P 10DLC registration is required for businesses sending messages from an A2P (application-to-person) message via 10DLC (standard 10-digit long code) phone number to the US and Canada. For more information on how to start this process, see Register or verify your Kustomer Voice number for SMS.
Notes:
- Messages sent to the U.S. and Canada using an unregistered 10DLC will be blocked.
- If you have a toll-free number, please read our best practices for getting it verified.
This article discusses some best practices to keep in mind when submitting your number for A2P registration.
In this article:
- Double-check your information before submitting the form
- Understand your campaign use case
- Provide details on how customers opt-in to texts
Double-check your information before submitting the form
Ensure the phone number you're registering and all related business information are correct. Even a simple typo can cause delays in the approval process. We recommend you cross-check the number and all associated business information (legal business name, business address, etc.) with your business records and confirm all information is accurate before submitting the form.
Understand your campaign use case
To help the registration process go smoothly, be specific about your use case and clearly define the type of campaign you'll be using, such as promotional content or customer support.
- ✅ Approved example: We will send automated order confirmation messages to customers who purchase through our e-commerce platform. These messages will include details such as order number, estimated delivery time, and a link to track the shipment. Customers opt-in to receive these messages during the checkout process.
- ❌ Rejected example: We will send messages to our customers about our products and services. The messages will inform them about promotions, new products, and company updates.
Even though users are starting the conversation, it's crucial to specify how users access contact information (website or paper form) and show where users consent to the terms and conditions and the privacy policy.
Note: The sample messages included in the campaign must align with the specific use case.
Provide details on how customers opt-in to texts
Opt-in describes the process of getting your customer's permission to send them text messages. You should clearly describe what types of messages customers will receive and how often they can expect to receive them. Include the steps they take to opt-in and out of messages.
- ✅ Approved example: Our company collects phone numbers after customers submit their first order. We ask customers if they want to subscribe to receive weekly promotional messages from us that share updates on our latest products, special offers, and exclusive discounts. They can expect no more than 4 messages per month. To subscribe, they need to reply to the text message with 'SUBSCRIBE'. If they want to opt-out, then can send STOP at any time.
- ❌ Rejected example: Customer receives a message when they text a keyword.
The opt-in submission should reflect what the customer sees when they provide their phone number. This can include online/app (URL, screenshot, or webpage), in-store (keyword or signage), or audio (IVR scripts or verbiage).
- ✅ Approved example:http://www.johnscoffeeshop.com/signupforsms
- ❌ Rejected example:http://www.johnscoffeeshop.com
If applicable, include an image or link that illustrates the opt-in process. This could be a screenshot of the opt-in clearly displayed on the website, an image showing where opt-in is collected, or an image of relevant opt-in practice such as a document with a QR code.
- ✅ Approved example:http://www.johnscoffeeshop.com/image123.png
- ✅ Approved example: http://www.johnscoffeeshop.com/document123.docx
Notes:
- Any URL submitted must be publicly accessible. Avoid using links that require a login, are not publicly accessible, or link to a secure drive, such as Google Drive.
- If consent is given after logging in, note this and include a screenshot showing the consent screen after the user has logged in.
Related articles:
- List of campaign use case types for A2P 10DLC registration (Twilio article)
- Toll-Free Message Verification for US/Canada (Twilio article)
- A2P 10DLC Campaign Approval Requirements (Twilio article)
- Integrate with Kustomer Voice
- Register or verify your Kustomer Voice number for SMS