How to Create and Purchase a Phone Number and Complete the A2P 10 DLC Campaign Approval Process : Shed Suite Support Desk

Approved campaign example

Campaign Information

Description
1. This campaign sends appointment confirmations, message notifications, and offers for chiropractic adjustments to existing patients or new patients who have opted in to receive SMS notifications. The communications are sent via in-person POS, website forms, or webchat.
  1. ```
  The Campaign use case description section is used to describe the purpose of this campaign.
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Sending messages with embedded links?
1. Yes
Sending messages with embedded phone numbers?
1. Yes
Message Sample #1
1. David, it's Kate from ABC Company. Thanks for opting in to receive SMS notifications. I just saved a time for you on Thursday, June 15, 2023, at 4:00 PM, and I'll see you then! If anything changes, just let me know. If you need to opt out, reply STOP.
  1. ```
  include an Introduction of yourself/company) and Opt Out language (reply STOP to unsubscribe.)
```

Message Sample #2

David, it's Kate from ABC Company. Thanks for opting in to receive messages. Today, we are giving out a few vouchers to our past patients for a discount code on a new shed. Would you like one? If you need to opt out, reply STOP.

Sometimes, A2P campaigns are rejected due to users including custom fields or values. It's important to note that this practice is strongly discouraged. Avoid this: "Hey {{name}}! Samuel from [write the client's company name here] here. We remember you had signed up to receive an appointment with us a little while back. When could we get you rescheduled? Reply STOP to opt out."

How do end-users consent to receive messages?
1. End users opt in through an appointment form on the website: https://www.abccompany.com/appointment, Users check a box with optional consent language to receive messages from us to provide their consent at the end of the appointment form: https://storage.googleapis.com/msgsndr/RNTEDRA9ap9xSh2MyTYS/media/65271336fe7786badd88b169.png
  1. ```
  The opt in information must be described in the message flow description. Make sure to include the link to the website opt-in page. The website needs to have privacy policy and terms of service, and an optional. If the checkbox is showing at the end of the survey, or behind an appointment form. Please supply a hosted link to an image of the opt-in
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Opt-in Message
1. You are successfully opted in for messages from ABC Company. Reply STOP to unsubscribe.

Opt-in Keywords?

Subscribe, Start

Opt-In Keywords should be alphanumeric or accented characters. The use of spaces between keywords, such as 'I Agree' and 'Sign UP,' is not permitted. However, one-word keywords are acceptable. Suitable options include Subscribe, Start, Y, Yes, Confirm, and Register.

Opt-out Message:
1. You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe.
Opt-out Keywords: CANCEL, END, QUIT, UNSUBSCRIBE, STOP, STOPALL
Help Message: Reply STOP to unsubscribe. Msg&Data Rates May Apply.
Help Keywords: HELP, INFO

Opt-In Guidelines

We checked the rejected campaign and found that the opt-in description lacks details, e.g., End users opt-in by contacting us via telephone, email, chat, messenger, etc.

More information than that must be provided to know what the end user will see since it has not been possible to test how the Optin works.

As per our carrier requirements, opt-in should follow the following guidelines.

Website opt-in:

Please verify that opt-in meets CITA guidelines. All methods of opt-in need to be listed. If opt-in is collected through a paper form or behind a login, please provide a hosted link to image of opt-in. If opt-in occurs on a website, please provide a link to website. The website needs to have privacy policy and terms of service. Ensure opt-in is not shared with 3rd parties. If the privacy policy for this business states that your customer shares user data to and from third parties. Please note this is against our policy. "Consent is only to be obtained from the individual consumer and not on behalf of another individual. Opt-in data and consent may never be shared, sold, or bought." You might get error 30007 when sending sms.

On the website form, Clearly state that submitting their phone number allows them to receive messages from your company. Include a checkbox for clients to indicate their agreement. Participation in text promotions should never be a requirement. If your customer forces users to enter in a phone number and check the box to consent into promotional text messages in order to move forward, you might receive Error 30007 for the sms delivery. SMS opt-in must be optional.

For the checkbox consent, You can type something like this as an example:

I agree to receive marketing messaging from COMPANY_NAME at the phone number provided above. I understand I will receive 2 messages a month, data rates may apply, reply STOP to opt out

Example:

Website Posting (Support): Prominently display the phone number on your website so customers can find it and use it to opt-in for messaging. This can be done through support pages, contact sections, or call-to-action buttons. Make it clear that customers can use the provided phone number to opt in and receive messages.

Keyword or QR Code Opt-In: Use specific keywords or QR codes that customers can use to opt-in for messaging. Communicate the keyword or display the QR code in ads, social media posts, or physical materials. Instruct customers to text the keyword or scan the QR code to opt in.

Please Note:

Please provide photos or screenshots for verification, showing where customers can find the keyword or QR code to opt-in.

Ensure data accuracy and consistency.

Make sure you submit Campaign registrations with accurate and consistent data:

Best Practice	Examples
Consistency in brand, website, and sample messages	If your brand name is Acme, your website is www.acme.com, but your sample messages say, “Here’s your one-time passcode for logging into www.contoso.com,” your campaign will be rejected.
Consistency in sample messages and use cases	If you register a marketing campaign but sample messages say, “Here’s your one-time passcode: 123456”, your campaign will be rejected.
Consistency in email domain and company name	Your campaign will be rejected if you register a brand as LeadConnector Inc but provide an email address with the gmail domain names. Note that this check only applies to large, well-known corporations that should have dedicated email domains*
Make sure you submit real, working websites.	Indicating that your customers opt-in to your messages via the website, but providing a website address that does not work, will lead to campaign rejection.
Make sure the brand you register is the actual brand that you’re sending messages for	If ISV customers register a brand with your company’s information (e.g., a company that provides the tech for dental offices) but end up sending messages for your customers (e.g., individual dentist practices), your campaign will be rejected.
Make sure you create as few duplicative brands and campaigns as possible	Excessive brands with the same EIN and excessive campaigns with the same campaign attributes may be seen as high-risk and may result in campaign rejection
If you wish to send templated messages, please indicate the templated fields in sample messages with brackets to help reviewers better identify which parts are templated.	For example, please write, “Dental check due for [Mary Doe], Visit [www.contoso.com] to schedule an appointment or call [123-456-7890]”

Ensure your use case involves consumer consent before sending messages

Make sure you collect consumer consent appropriately. Please refer to the CTIA guidelines for detailed instructions and best practices on handling consumer consent.


Best Practice	Examples
Make sure consumer opt-in is collected appropriately	If you indicate you collect opt-in via text messages, but your sample messages say, “Hi, is this the owner of 123 Oak Street? I’d like to discuss how I can help you sell your property”, it is clear that you have not collected appropriate consent before sending messages and your campaign will be rejected.
Make sure opt-in language is available on your website if you indicated in the “message flow” field that a consumer opts into your campaign on your company website.	If your brand Acme uses its website, www.acme.com, to collect phone numbers but your website does not contain opt-in language such as “By providing your phone number, you agree to receive text messages from ACME. Message and data rates may apply. Message frequency varies.”, your campaign will be rejected.
We recommend having opt-out language in at least one of your sample messages.	For example, please add language such as “Please reply STOP to opt-out” in one of your sample messages.

Please note:

The ecosystem constantly improves the vetting criteria as it comes across additional violations. Please do not consider the best practices listed above as a “catch-all” and guarantee approval as long as you follow them all; instead, consider them as a baseline that illustrates the general direction of compliant, high-quality messaging that the ecosystem is moving towards.

Campaign Failure Reasons

MESSAGE_FLOW: The campaign submission has been reviewed and it was rejected because of provided Opt-in information.

Approved example:

End users opt-in by visiting - https://brandname.com/contact_us and filling in their details on the survey Users check a box to receive messages from us to provide their consent at the end of the survey: https://storage.googleapis.com/msgsndr/xxxxxxxxx.png

^ You can upload the screenshot of the opt-in to the Media file inside the sub-account, Make sure the link go straight to the form with an optional consent checkbox. If the checkbox is showing at the end of the survey, or behind an appointment form. Please supply a hosted link to an image of the opt-in

Possible Causes

1. Opt-in message workflow does not meet the requirements for the specific campaign type.

2. Consent is required but not adequately provided or maintained.

3. Opt-in information is shared with third-party entities.

Possible Solutions

1. Ensure compliance with Twilio Messaging Policy relating to opt-in

2. Detail All Opt-in Methods: Include all methods of opt-in, whether electronic, paper form, in-person verbal opt-in, or other means.

3. Provide Necessary Links and Documentation: If opt-in is collected through a paper form or behind a login, supply a hosted link to an image of the opt-in. If the opt-in occurs on a website, provide the relevant link.

4. Include Privacy Policy and Terms of Service: The website where opt-in occurs must contain a privacy policy and terms of service.

5. Avoid Third-Party Sharing: Make sure that opt-in information is not shared with unauthorized third parties.

6. Ensure Opt-in is Verifiable: Each campaign is manually reviewed and needs to be verifiable by a human.

Please resubmit the campaign with the following guides in mind.

For this question How do end-users consent to receive messages?
- It's extremely important for us to include the actual link to the website form that your leads are opting in
- An approved sample will be:
  - End users opt in through a form on the website: https://www.abccompany.com/contact-us, via the website chat widget, and also through our POS system at our office, with consent language similar to that on our website.
  - The link https://www.abccompany.com/contact-us should contain a checkbox so leads could actively opt-in, where clients can enter their phone numbers and agree to receive messages. Clearly state that submitting their phone number allows them to receive messages from your company. Include a checkbox for clients to indicate their agreement.
  - If the link is going to a survey and the checkbox is on the last stepof the survey, please provide a hosted link to an image of the opt-in.
You can type something like this as an example:
- I agree to receive marketing messaging from COMPANY_NAME at the phone number provided above. I understand I will receive 2 messages a month, data rates may apply, reply STOP to opt out
Example:

How to Create and Purchase a Phone Number and Complete the A2P 10 DLC Campaign Approval Process Print