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

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 follow the instructions in the article How to Register a Toll-Free Number for SMS. 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.

 

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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