Toll-free verification guidelines
Last Update: Nov 2024 • Est. Read Time: 5 MINAll toll-free numbers must undergo Twilio's Toll-Free Message Verification process before they can be used to send messages to customers in the U.S. 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 unverified toll-free number will be blocked.
- If you have a 10-digit long code number, please read our best practices for getting it registered.
This article shares tips and best practices to follow when submitting your number for verification.
In this article:
- Double-check your information before submitting the form
- Understand your campaign use case
- Know how customers give consent
- Provide details on how customers opt-in to texts
- Provide a link to an image that shows the opt-in mechanism
Double-check your information before submitting the form
Ensure the phone number you're verifying 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.
Know how customers give consent
By law, businesses must have express written consent from customers before texting them. Before submitting your number, make sure one of the following options is available for customers to consent to texts:
- Verbal: Customers consent by selecting an option in an IVR selection that plays a recorded message.
- Web form: Customers enter their mobile phone numbers on a form embedded on your website and select a checkbox to opt in.
- Paper form: An in-store visitor fills out a physical form with their phone number and agrees to receive text messages.
- Via text: Customers text a keyword (e.g., JOIN to 12345) to opt-in.
Note: Select this option if customers initiate the communication by texting a number from your website.
- Mobile/QR code: Customers scan a QR code that links to an online form where they enter their phone number and opt-in. QR codes can direct them to their messaging application with a templated opt-in message or lead to a web form.
Provide details on how customers opt-in to texts
The opt-in submitted should be what your customer sees when providing their phone number. For all options, explain where the customer found the number and what they selected for all options. The reviewer needs to understand the steps the customer took to give consent. Below are examples of approved details you can give based on how a customer gives consent:
- Verbal
- ✅ Approved verbiage example: During the call, an agent informs the customer, 'Would you like to receive text message updates and exclusive offers from Acme on your mobile number? If you agree, we will send you occasional text messages. You can reply STOP at any time to opt-out.' After the customer consents verbally, the agent confirms their phone number and sends a confirmation message that says: 'Thank you for subscribing to Acme alerts. Reply STOP to unsubscribe.'
- ✅ Approved IVR example: Welcome to Acme. To receive text message updates and offers, please press 1. [If 1 is pressed] You have chosen to receive SMS notifications from Acme To confirm, press 1 again. [If 1 is pressed] Thank you! You will start receiving text messages shortly. You can reply STOP at any time to unsubscribe. Msg & data rates may apply. [End of script]
- Web form
- ✅ Approved example: Our company, "Acme," collects phone numbers from our customers at checkout. Customers can subscribe to "Acme" messages by completing a form on our website at: www.acme.com/signupforsms. Customers enter their phone number on this page and consent to receive text messages by checking a box. The box states: “By providing your phone number, you agree to receive text messages from ACME. Message and data rates may apply, and the frequency of messages can vary." Customers can opt-out by texting "STOP" to unsubscribe.
- ✅ Approved example: Our company, "Acme," collects phone numbers from our customers at checkout. Customers can subscribe to "Acme" messages by completing a form on our website at: www.acme.com/signupforsms. Customers enter their phone number on this page and consent to receive text messages by checking a box. The box states: “By providing your phone number, you agree to receive text messages from ACME. Message and data rates may apply, and the frequency of messages can vary." Customers can opt-out by texting "STOP" to unsubscribe.
- Via Text
- ✅ Approved example: Customers can text 'JOIN' to our toll-free number (e.g., 800-123-4567) to subscribe to our messaging service. Upon sending the keyword, they receive an automated confirmation message: 'You've successfully subscribed to Acme alerts. Reply STOP to unsubscribe. Msg & data rates may apply.'
- ✅ Approved example: Customers can text 'JOIN' to our toll-free number (e.g., 800-123-4567) to subscribe to our messaging service. Upon sending the keyword, they receive an automated confirmation message: 'You've successfully subscribed to Acme alerts. Reply STOP to unsubscribe. Msg & data rates may apply.'
- Mobile / QR Code
- ✅ Approved example: We provide customers with a QR code on promotional materials, in-store signage, or online advertisements. When the customer scans the QR code with their mobile device, they are redirected to a landing page that explains the benefits of subscribing to our SMS updates. The page includes a form where they enter their phone number and check a box that says, 'I consent to receive SMS messages from Acme.' Once they submit the form, they receive a confirmation message on their phone: 'Thank you for subscribing to Acme alerts. Reply STOP to unsubscribe.'"
Provide a link to an image that shows the opt-in mechanism
You must provide a screenshot that shows how customers consent to receive SMS from your business. The URL must be a publicly accessible, direct link. Don’t include links with opt-ins behind username/password logins, links to secured Google drives, or other nonpublic accessible websites.
- Website: Provide a screenshot of the web form where customers enter their numbers and agree to receive messages.
- Website Posting (Support): Specify where the number is promoted on the website and where customers can locate it for texting.
- Via text: Send a screenshot showing where the phone number customers text to opt-in is advertised.
- Keyword or QR Code: Indicate where customers can find the keyword for opting into these messages. Provide corresponding materials (photos or screenshots) for verification.
- Voice/IVR: Provide a screenshot from the client’s CRM showing the voice opt-in. This may include a checkbox on their CRM indicating that the customer opted in and the date.
- 2FA/OTP: Provide a screenshot of the process to receive the initial text.
- Paper form: Upload a photo of the completed form, if applicable.
✅ Approved examples of valid links:
- http://www.johnscoffeeshop.com/image123.png
- http://www.johnscoffeeshop.com/document123.docx
- http://www.johnscoffeeshop.com/signupforsms