Product Notice: Messages from Unverified Toll-free Numbers Will Be Blocked - Action May Be Required

Latest Update: Jan 24, 2024

Content Updated: Nov 30, 2023

Originally Published: Oct 3, 2022

 

Note: If you are using Application-to-Person 10 Digit Long (A2P 10DLC) please refer to this Product Notice (July 2023). 

 

Summary

As a result of industry-wide changes, since November 8, 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. On January 31, 2024, messages sent from Toll-Free phone numbers with “Pending Verification” status will be blocked.

No further action is needed from customers who have already verified their Toll-Free phone 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 is changing and why?

  • With the introduction of Application-to-Person (A2P) 10DLC regulations in 2020, the messaging industry continued its shift towards a more compliant and transparent ecosystem for A2P messaging. This year, 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.

Impact:

  • 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 such as SMSMagic and Textline.

Key Dates:

  • October 1, 2022: unverified Toll-Free numbers to begin registration and verification to ensure uninterrupted service in the United States and Canada (industry-wide thresholds applied).
  • November 8, 2023: all unverified (Restricted) Toll-Free numbers are blocked from sending messages to the United States. Restricted Toll-free messaging traffic to Canada continues to remain blocked until verified.
  • January 31, 2024: messages sent from Toll-Free phone numbers with “Pending Verification” status will be blocked.

 

How can you request a verification?

  • Please complete the Verified Toll-Free Form and attach it to a new ticket via the Talkdesk Support Portal.

  • Once submitted, Talkdesk will review the verification request and will move the numbers into the “Pending Verification” status. Numbers in “Pending Verification” status will be allowed to send messages in the US, subject to the application of industry-wide sending limits, until January 31, 2024. After this date messages will be blocked. 

“Pending Verification” numbers have the following industry-wide sending limits*:

    • Daily limit: 2,000 message segments
    • Weekly limit: 6,000 message segments
    • Monthly limit: 10,000 message segments

*These Pending limits are the maximums, and are not guaranteed and subject to change. If you start to see errors but have not reached the posted limitations, you can assume that the messages are being filtered. 

  • It can take five to seven weeks for pending phone numbers to be verified by Talkdesk; you will be notified on your ticket when the verification is complete.

 

How to submit the verified Toll-Free form?

Download the Verified Toll-Free Form and complete the required fields. See the instructions with examples of how to complete each field below. Once complete, attach the form to a ticket via the Talkdesk Support Portal.

Field name

* mandatory fields

Instructions

Business_Name*

Provide the name of your business. e.g.,: John's Donuts

Corporate_Website*

Provide the link to your business website. e.g.,: www.johnsdonuts.com

Business_Addr1*

Provide your business address. e.g.,: 123 Main St.

Business_Addr2

Additional field for business address. e.g.,: Ste. 300

City*

Provide the city where your business is located. e.g.,: San Francisco

State (State Abbr.)* 

Provide the state where your business is located. e.g.,: CA

Zip*

Provide the zip code where your business is located. e.g.,: 94111

Business_Contact_First_Name*

Provide the first name of the point of contact for toll-free numbers. e.g.,: John

Business_Contact_Last_Name*

Provide the surname of the point of contact for toll-free numbers. e.g.,: Doe

Business_Contact_Email*

Provide the point of contact primary email. e.g.,: john@johnsdonuts.com

Business_Contact_Phone_Number*

Provide the point of contact business phone number. e.g.,: +14152125616

Message_Volume*

Select one of the following:

  • 10
  • 100
  • 1,000
  • 10,000
  • 100,000
  • 250,000
  • 500,000
  • 750,000
  • 1,000,000
  • 5,000,000
  • 10,000,000+

NOTE: If you have numbers using different message volumes, you must add new rows in the form.

Phone_Numbers*

List the toll-free number(s) to be registered separated by a semicolon ;. e.g.,: 18553662227;18331234567

NOTE: Maximum 5 numbers per row. Additional numbers will require extra validation and additional information may be requested.

Use_Case_Category*

Select one of the following categories:

  • two_factor_authentication
  • account_notifications
  • customer_care
  • charity_nonprofit
  • delivery_notifications
  • fraud_alert_messaging
  • events
  • higher_education
  • k12
  • marketing
  • polling_and_voting_non_political
  • political_election_campaigns
  • public_service_announcement
  • security_alert

NOTE: If you have numbers with more than one use case, you must add a new row in the form.

Use_Case_Summary*

Provide a brief description of your use case. e.g.,: We clarify questions from our customers via SMS.

Message_Content*

Provide an example of a message you send via SMS. e.g., “Hi (name)! This week John's Donuts is offering $3 off 1 dozen donuts for Donut Reward Club members! Hope to see you soon! Reply STOP to opt-out”

Opt_In_Workflow_Description*

Select one of the following opt-in categories:

Category Description

verbal

Verbal opt-in for SMS, also known as voice-based opt-in, refers to the process of obtaining consent from individuals to receive text messages through a spoken agreement rather than written. 

NOTE: You must provide a sample of verbal consent in the field “Opt_In_Sample_Documentation”. E.g.,:
(your company): "As part of our service we can send you automated monthly text alerts regarding account payment activity. Message and data rates may apply. you can opt out completely by replying STOP. Privacy Statement can be found at https://yourcompany.com. Please reply with 'yes' or 'no' to indicate if you would like this service".
(your customer): “Yes please”
(your company): “Great! We confirm your enrollment. Thank you”

web_form

Web form opt-in for SMS refers to the process of obtaining explicit consent from individuals to receive text messages through an online form. 

NOTE: You must provide the link to the direct opt-in page or you can include a screenshot of the website opt-in page in the field “Opt_In_Sample_Documentation”. Only the phone number opt-in page should be included. An opt-in for an email address is not acceptable for SMS toll-free verification opt in.

via_text

Via-text opt-in for SMS, also known as text-based opt-in, involves individuals subscribing to receive text messages from a business or organization by sending a specific keyword or code via text message. 

NOTE: You must provide a sample of keywords used and where the keyword can be found in the field “Opt_In_Sample_Documentation”.

paper_form

Paper form opt-in for SMS involves collecting consent from individuals to receive text messages through a physical, paper-based form. 

NOTE: You must provide a copy of the form in PDF or a screenshot in the field “Opt_In_Sample_Documentation”.

Mobile_qr_code

Mobile QR code opt-in for SMS involves individuals subscribing to receive text messages from a business or organization by scanning a QR code using their mobile devices. This method is often used in marketing campaigns, advertisements, or at physical locations where users can easily access the QR code. 

NOTE: You must provide a sample of a QR code in the field “Opt_In_Sample_Documentation”.

NOTE: If you have numbers with different categories, you must add a new row in the form.

Opt_In_Sample_Documentation*

Use this field to provide samples of how opt-in consent is obtained (such as URLs to website or shared documents; images/screenshots must be attached in the ticket)

E.g.: If you choose the opt-in workflow WEB_FORM you must provide the link to the direct opt-in page or attach an image.

Additional_Information

Optional - Provide any other relevant information.

 

Questions?

As the messaging and communications ecosystem continues to change around the world, Talkdesk is committed to help you comply with these changing carrier requirements. If you have any questions, please reach us out via the Talkdesk Support Portal.

 

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