Table of Contents
- What is A2P 10DLC?
- Unverified Toll-Free Numbers
- Forbidden Message Categories (US and Canada)
- Request Support
What is A2P 10DLC?
A2P 10DLC registration is a protocol that is part of a system that enhances trust in the messaging ecosystem. It provides transparency to carriers regarding message senders (brand registration) and message types (campaign registration).
This system applies to Application-to-Person (A2P) type messaging, using local 10-digit long code (10DLC) phone numbers. All Talkdesk SMS products in the United States are considered by carriers as Application-to-Person.
What Action is Required?
Note: For additional context on SMS A2P Registration, please read this Product Notice.
If you are using any of these Talkdesk products for United States and/or Canada, you must register for A2P 10DLC:
- Talkdesk Digital Engagement: SMS Channel
- Talkdesk Feedback
- Agentless Dialer
- Automated Notifications
- Talkdesk for Salesforce SMS (SMS component, actions or bulk SMS)
- AppConnect partners with SMS functionality
To register your business for A2P 10DLC, please follow these steps:
- Download the following spreadsheet: A2P Business Profile and Campaigns.xlsx
- Provide the required information about your business and include details about the SMS campaign use cases as instructed in the spreadsheet.
- Submit the completed file as an attachment through the Talkdesk Support Portal.
- Once submitted, Talkdesk Support will complete the registration process for your business profile and use cases.
- If you are using the agentless Proactive Notifications Dialer to send SMS messages, please contact Talkdesk Support for additional SMS configuration steps within the dialer.
Talkdesk will send the information you provide to The Campaign Registry (TCR), a 3rd party entity responsible for managing this new registration system.
Important Note: For Toll-Free Message Verification, we encourage you to continue reading the following article.
Unverified Toll-Free Numbers
What is a Toll-Free phone number?
A Toll-Free number is a 10-digit number with distinct three-digit codes (800, 888, 877, 866, 855, 844, or 833) that can be used to send messages to recipients in the United States and Canada, making it a popular alternative to long code or short code numbers in these countries.
What Changed with the New Regulations?
With the introduction of Application-to-Person (A2P) 10DLC regulations, new regulations made Toll-Free phone numbers used for SMS messaging the latest phone number types to require registration and verification in the United States and Canada.
These requirements are consistent with industry-wide, global moves to require registration and verification for all A2P messaging traffic with the goal of drastically reducing spam and fraud.
Blocked Unverified Toll-Free Numbers
As of November 8th, 2023, all unverified (Restricted) Toll-Free numbers are blocked from sending SMS messages to the United States and Canada.
In the United States, currently the submission of Toll-Free phone numbers for verification moves them into a “Pending Verification” status which allows the sending of messages, subject to existing industry-wide sending limits.
Note: No action is required from customers who have already verified their Toll-Free phone numbers with Talkdesk.
What Action is Required?
Customers using unverified Toll-Free phone numbers in the United States and Canada require registration and verification before their numbers can be used for messaging. Failure to verify Toll-Free phone numbers will result in blocked SMS messages.
Customers using the following Talkdesk products will be affected:
- Talkdesk Digital Engagement - SMS Channel
- Talkdesk Feedback
- Agentless Dialer
- Automated Notifications
- Proactive Notifications
- Talkdesk for Salesforce SMS (SMS component, actions, or bulk SMS)
- AppConnect partners with SMS functionality (e.g. SMSMagic)
How to Request Verification
Please complete the Verified Toll-Free Form and follow the instructions in the article How to Register a Toll-Free Number for SMS.
Forbidden Message Categories (US and Canada)
Important Note: The categories and guidelines detailed below pertain to Short Code, Toll-Free, and Long Code messaging under the new A2P 10DLC system.
The messaging use cases described in this section are strictly prohibited on SMS and MMS platforms in the United States and Canada.
Certain types of messages are not allowed, to maintain a safe and reliable messaging environment for all users. We strongly advise you to avoid engaging in the following activities listed in the table below. Please note that these forbidden use cases are not only related to the content of the message but the business type itself.
Forbidden Message Categories for SMS/MMS (US/Canada)
| Category | Examples | Notes |
| High-risk financial services |
|
"Third-party" means originating from any party other than the one which will service the loan. Examples of third-party loans could include: auto, mortgage, personal, etc. First-party loan content is acceptable if it is not promotional messaging, unless it is on an approved Short Code. Businesses that solely operate in stocks, investing, or cryptocurrency are only permitted to send SMS traffic that is 2FA and/or transactional messaging. If there is a mixed use case where that is a partial aspect of the business it may be approved based on the other use case content |
| Third-party lead generation services and marketing |
|
Any third-party use cases are strictly forbidden. Consent must be obtained directly from end-users. Political use case customers sending SMS messages are not able to use voter registration databases to collect consent and outreach end-users. Any business with a terms of service or privacy policy that mentions sharing or selling consumer data/opt-in information is considered noncompliant. |
| Debt collection or forgiveness |
|
"Third-party" refers to those originating from any party other than the one who is owed the debt. E.g., a hospital could send messages regarding bills for its own patients, assuming they provided opt-in to receive that messaging. While third-party debt collection is not permitted, a debt collection business that has direct consent from end users to send related content may do so. Debt consolidation, debt reduction and credit repair programs are prohibited, even if there is first-party consent. |
| “Get rich quick” schemes |
|
Use cases in this category pertain to minimal effort for maximum and/or guaranteed financial gains. These categories in the telecommunications industry produce a high volume of consumer complaints and are not permissible on carrier routes. |
| Illegal substances/articles |
|
Cannabis, CBD, Kratom, or drug paraphernalia product businesses are prohibited from utilizing SMS/MMS messaging in the US and Canada, regardless of content. These restrictions apply regardless of the federal or state legality. All use cases for these are disallowed from sending SMS whether it contains cannabis content or not, even for 2FA purposes it is not permissible for such entities. |
| Prescription drugs |
|
Offers for drugs that cannot be sold over-the-counter in the US/Canada are forbidden regardless if the business is a licensed professional. |
| Gambling |
|
Gambling traffic is prohibited in the US and Canada on all number types (Toll-Free, Short Code, Long Code). Bingo-related messages are allowed on an approved Short Code. Community or local based Bingo related messaging are also permissible on carrier networks. |
| "S.H.A.F.T." use cases and electronic smoking devices |
|
Alcohol traffic is allowed on Toll-Free, Short Code, and Long Code in the US, as long as proper age gating procedures are in place. Age gating means that website users must input their date of birth. It cannot be a yes or no question. Firearms, Vape, and E-cigarettes are not allowed on Short Code, Toll-Free, or Long Code regardless of age gating. Tobacco is allowed on Short Code with proper age gating procedures in place, but isn’t allowed on Long Code or Toll-Free. Gun advocacy groups/messaging does not fall under Firearms. All age-gated content into Canada must be blocked across Toll-Free, Short Code, and Long Code. The only way to send age-gated traffic into Canada (even with proper age-gating) is to receive a special carrier exemption. Allowed age gated content in Canada include: pocket knives, lighters, and non-alcoholic beverages |
Additional Restrictions
Even if your specific use case is not listed as prohibited, certain message content may still be subject to restrictions. E.g., the use of shared or free public URL shorteners is not permitted and will lead to filtering. Please be sure that when using a shortened URL it is company branded.
Request Support
If you have any inquiries regarding A2P registration and compliance with the changing carrier requirements, please get in touch with us via the Talkdesk Support Portal. We are here to assist you.