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As many of you know, 10DLC Campaigns are required for using SMS/MMS. These Campaigns have an extensive list of requirements and can be quite involved. We've done our best to document all of this for our customers, but a lot of our guidance is spread amongst several documents, forum posts, and other resources. So, I'm using this post as a way to make it easier for you to find that information and provide some additional guidance. Please note: Enforcement has officially begun, so Campaign submittals have increased exponentially and can take 12-15 business days for vetting. To help with this, there is now AI in place to perform pre-vetting before passing to our aggregators. The pre-vetting rejections will show up in TCR. Each time a Campaign goes to the aggregators, it's a $15 vetting fee, even for resubmittals. There is no fee for pre-vetting rejections. Aggregators do not review the entire Campaign, they stop and report at the first issue they find. The pre-vetting tool should help with this though and it will report multiple issues found. Enabling SMS The Campaign Registry 10DLC Registration Best Practices New Vetting Requirements Effective November 6, 2024, there will be updated requirements for several fields when submitting 10DLC campaigns. In order to ensure the most success for vetting, please make sure your campaigns follow these new requirements. What do I need to do? Ensure that your campaigns have the following new elements: Campaign and Content Attributes Subscriber Opt-in: Provide the opt-in keywords if applicable. The Opt-in Message is required and must contain the following details: Brand name, message frequency disclosure, "message and data rates may apply" disclosure, HELP information, STOP information. Subscriber Opt-Out: Provide the opt-out keywords. The Opt-out Message is required to contain the following details: Brand name and confirmation the consumer will receive no further messages. Subscriber Help: Provide the Help keywords. The Help Message must contain the following details: Brand name and an email address, phone number, or website link the consumer can use for assistance. Campaign Description Messaging frequency needs to be disclosed. If donations are collected, it must be clearly stated. Message Flow/Call to Action (CTA) (Opt-In) Provide the specific link, written form, or screenshot of the opt-in form. Use the “CTA (Call-to-Action), Privacy Policy and/or Terms and Conditions Multimedia Upload” field to attach the screenshot, if applicable. If Verbal Opt-in is collected, please add the script that describes the opt-in flow. The script must contain the following disclosures: “Brand name, types of messages being sent, message frequency disclosure, “message and data rates may apply” disclosure, HELP information, STOP/opt-out information, and a link to the Privacy Policy and Terms & Conditions” Phone Numbers cannot be a required field on the website where opt-in is collected. The only way it can be required if text messaging opt-in is the only use of the form. Please note the campaign vetting review will be on the Call to Action/Message Flow field AND the Call-to-Action disclosure provided at the actual opt-in collection. Privacy Policy and Terms and Conditions Provide the Privacy Policy URL in the Privacy Policy Link field. Provide the Terms and Conditions URL in the Terms and Conditions Link field. If you do not have your Privacy Policy and Terms and Conditions accessible via a public URL, please upload a PDF or document version of these files in the CTA (Call-to-Action), Privacy Policy and/or Terms and Conditions Multimedia Upload. Privacy Policy must include a disclaimer that no mobile opt-in will be shared with third parties for marketing purposes. Terms of Service must have an SMS disclosure that includes the brand name, types of messages consumers can expect to receive, message frequency disclosure, “message and data may apply” disclosure, privacy policy links, and opt-out instructions. Sample Messages Sample Messages must correspond to the registered use case. If a campaign is registered under multiple use cases (mixed), a sample message for each use case should be provided. For example, if you register under the marketing use case, state in the description the use of texts for promotional purposes and the sample message should reflect a typical marketing message you would send. Vetting Checklist Note: Requirements for opt-in may vary based on the use case (conversational, informational, or promotional). Brand Details If you have not included a website in your brand registration, please go back and add this in Brand Support Email Address domain should match Website/Online presence if possible Campaign and Content Attributes Subscriber Opt-In: Provide the opt-in keywords if applicable. The Opt-in Message is required and must contain the following details: Brand name Message frequency disclosure "Message and data rates may apply" disclosure HELP information and STOP information Example: "Thank you for opting in to receive recurring messages from [Company Name]. Msg frequency varies. Msg & data rates may apply. Reply HELP for help. Reply STOP to cancel." Subscriber Opt-out: Provide the opt-out keywords. The Opt-out Message is required to contain the following details: Brand name and confirmation the consumer will receive no further messages. Example: "You have successfully opted out of messages from [Company Name]. You will receive no further messages." Subscriber Help: Provide the Help keywords. The Help Message must contain the following details: Brand name Email address, phone number, or website link the consumer can use for assistance Example: "Thank you for reaching out to [Company Name]. Please call us at [phone number] or email us at [email address] for support. Reply STOP to opt-out." Number Pooling: This must be selected as "Yes" if the campaign is later submitted for a Number Pool (needing more than 49 TNs on the campaign). Direct Lending or Loan Arrangement: Must be checked "Yes" if the brand engages in lending, even if the messaging on the campaign is not related to the lending. Embedded Link: Indicates if the campaign will send embedded links in the messages. If selected "Yes", an embedded link must be included in at least one of the sample messages. Embedded Phone Number: Indicates whether the campaign will send embedded phone numbers in the messages (excluding providing a contact for HELP in the help response). If checked "Yes", an embedded phone number must be included in at least one of the sample messages. Age-Gated Content: Must be checked "Yes" if the content includes any age-gated materials. Terms & Conditions: Must be checked "Yes" and the Terms & Conditions link needs to be provided in the Terms and Conditions Link field. You can visit our Tips and Tricks article for an example Terms and Conditions. Campaign Details Campaign Description: This field is used to give a clear and detailed description of what the campaign will be used for. Ensure description aligns with registered use case (i.e., registered as 2FA campaign but campaign description references customer care messages would result in a rejection) If multiple use cases are registered, describe all use cases in the description (i.e., Low volume mixed campaign that includes 2FA and Marketing use cases. Both use cases should be mentioned in the campaign description.) If donations are collected, it must be clearly stated. Call to Action / Message Flow: This field is used to describe how a consumer opts-in to the campaign, therefore giving consent to the sender to receive their messages. The call-to-action must be explicitly clear and inform the consumer of the nature of the program. If multiple opt-in methods can be used for the same campaign, you must list them all. Clearly explains how the consumer agrees to receive text messages from the brand Provide a script, link, or attachment of the opt-in collection material (webform, physical form, verbal opt-in script, keyword marketing material, etc.). Attachments can be provided in the CTA (Call-to-Action), Privacy Policy and/or Terms and Conditions Multimedia Upload field. Note: the vetting review will include the call to action disclosure provided at the time of opt-in collection. This is not a field in TCR, but the disclosure given to the consumer when they opt-in. All opt-in methods (consumer-initiated, keyword, IVR, verbal, written forms, webforms, etc.) are required to contain the following disclosures: Brand name Types of messages being sent Message frequency disclosure “Message and data rates may apply” disclosure Help information Stop information Link to the Privacy Policy Link to the Terms and Conditions Privacy Policy Link: Use this field instead of adding links to the CTA field Privacy Policy must include a disclaimer that no mobile opt-in will be shared with third parties for marketing purposes. Terms and Conditions Link: Use this field instead of adding links to the CTA field Terms and Conditions must have an SMS disclosure that includes the types of messages consumers can expect to receive, texting cadence, message and data rate notices, privacy policy links, HELP information, and opt-out instructions. Sample Messages Sample Messages must correspond to the registered use case. If a campaign is registered under multiple use cases (mixed), a sample message for each use case should be provided. Identify the brand in the message Provide at least one sample message that includes opt out language If Embedded Link was selected “Yes” under Campaign and Content Attributes, an embedded link must be included in at least one of the sample messages. Vetting Tips and Tricks 2600Hz aggregator vets all new 10DLC campaigns to ensure campaigns are compliant with the wireless carriers’ codes of conduct. In this article, we'll provide more clarity and insight into them so you can register your campaigns successfully and as smoothly as possible. Common rejection reasons Call to Action (CTA) Opt-out message SHAFT-C content Lack of a website or online presence Non-compliance with Know Your Customer (KYC) guidelines Privacy Policy and Terms and Conditions Campaign and Content attributes Sole Proprietor campaign Privacy Policy Terms & Conditions Call to Action We often see campaigns rejected for an insufficient Call to Action/Message Flow (CTA) section. There are two portions of the Call-to-Action review when it comes to vetting for 10DLC. First, the vetting aggregator will review the Call to Action/Message Flow field in the campaign registration. This section should contain a clear and concise description of how an end user signs up to receive messages. Opt-in must be 1 to 1, can't be shared with third parties, specific for text messaging, and can't be implied. It must be clear, conspicuous, and can't be obscured within the terms & conditions and/or other agreement(s). Examples of how to get users to opt in: Entering a phone number through a website Example: Customers opt-in by visiting www.examplewebsite.com and adding their phone number. They then check a box agreeing to receive text messages from the example brand. Note: If using a website to collect opt-in, please provide a direct link to the submission form in the CTA/Message Flow field. If this is missing, the campaign will be rejected. Clicking a button on a mobile webpage Note: Please provide a website link in the CTA/Message Flow field if this is where the opt-in is being collected. Sending a message from the consumer’s mobile device that contains an advertising keyword Example: Consumers opt-in by texting START to (111) 222-3333. Important: You will need to explain how the consumer/recipient is informed to text the keyword/initiate the text messaging conversation. Acceptable explanations of how the consumer is informed include: a link to a webpage where the keyword opt-in is advertised an attached screenshot of the keyword opt-in advertisement Signing up at a point of sale (POS) or another message sender on-site location If the opt-in is collected verbally, you must provide a copy of the opt-in script read to the consumer Opting in over the phone using interactive voice response (IVR) technology Secondly, the vetting aggregator will review the actual Call-to-Action disclosure shared with the consumer/recipient during the opt-in collection. This disclosure is the language provided to the consumer/recipient informing them that they are opting in. This disclosure must contain the following information: Brand name Types of messages being sent Message frequency disclosure (Msg frequency varies, 2/msgs per week, etc.) "Message and data rates may apply" disclosure HELP information (text HELP for help) STOP/opt-out information (text STOP to stop) Link to the Privacy Policy and Terms & Conditions This information must be provided regardless of the opt-in collection method. Here are some examples of different types of opt-in: Website/Online opt-in: "By submitting this form and signing up for texts, you consent to receive marketing text messages (e.g. promos, cart reminders) from [Company Name] at the number provided, including messages sent by autodialer. Consent is not a condition of purchase. Msg & data rates may apply. Msg frequency varies. Unsubscribe at any time by replying STOP or clicking the unsubscribe link (where available). Reply HELP for help. Privacy Policy [link] & Terms [link]." Keyword Opt-in: "By texting START to [phone number], you consent to receive marketing text messages from [Company Name]. Consent is not a condition of purchase. Msg & data rates may apply. Msg frequency varies. Unsubscribe at any time by replying STOP or clicking the unsubscribe link (where available). Reply HELP for help. Privacy Policy [link] & Terms [link]." Consumer-Initiated Messaging: "By starting a text conversation with [Company Name] by texting [phone number] you are agreeing to receive conversational messages from [Company Name]. Msg & data rates may apply. Msg frequency varies. Unsubscribe at any time by replying STOP or clicking the unsubscribe link (where available). Reply HELP for help. Privacy Policy [link] & Terms [link]." Verbal opt-in: "[Company name] will be collecting opt-in verbally from their customers. The customers will be able to opt in to receive messages either in person at their physical location, or over a phone call if the customer calls. When a customer is registered for the first time, they are asked to provide the phone number, and staff is trained to ask If the customer would like to opt in to SMS-based billing notifications. They will be verbally informed that "Message and data rates may apply", "Message frequency may vary", and they can "text HELP for support or more information and STOP to unsubscribe at any time." They will also be informed that their phone number will not be shared with third parties for marketing or promotional purposes. Privacy Policy and Terms & Conditions links must be added to the Call to Action/Message Flow field in the campaign registration via TCR. Additional notes about CTAs: All traffic on behalf of a business, entity, or organization must have prior opt-in/consent. If the CTA mentions the opt-in collected on a website, the website must be provided. If it's not provided, the campaign will be declined. If donations are a part of the campaign, the Call-to-Action disclosure shared at the consent collection should reflect that. Example: "By submitting this form and signing up for texts, you consent to receive marketing, donation asks, and informational messages from [Company Name]. Msg & data rates may apply. Msg frequency varies. Unsubscribe at any time by replying STOP or clicking the unsubscribe link (where available). Reply HELP for help. Privacy Policy [link] & Terms [link]." Opt-out message Acceptable opt-out language must include at least one of the following words: END, STOP, UNSUBSCRIBE, CANCEL. If you’re using an opt-out phrase, it must be separated by spaces (i.e., STOP2END is not acceptable; it should be STOP 2 END). Please make sure that at least one of your sample messages shows your opt-out. Example: "[Insert Business Name:] You have an appointment for Tuesday at 3:00 PM, reply YES to confirm, NO to reschedule. Reply STOP to unsubscribe." SHAFT-C content The following types of content are prohibited on 10DLC: CBD, Cannabis, Sex, Hate, Alcohol*, Firearms, and Tobacco*. It’s also not allowed to be on the customer's website at all. *Alcohol and Tobacco can be supported with robust age-gating and proper opt-in. Example: If a chiropractor's office has CBD oils on its website, the campaign will be denied even if it's not directly related to CBD marketing. Lack of a website or online presence Please make sure to include any website or online presence the customer has. Even if the customer avoids putting their website, our aggregator will still search to see if there's one associated with them. If there’s prohibited content on their website, the campaign will be rejected. If they do not have a website, we recommend providing any form of online presence in the Brand Details (social media page, Google search link, etc.). They can attach the Privacy Policy and Terms & Conditions in the registration if they are not found online. Non-compliance with Know Your Customer guidelines Please follow proper Know Your Customer (KYC) guidelines for the campaign. The brand needs to reflect who will be sending the message to the customer, not the software behind the delivery. Remember that the brand is the message sender. The Employer Identification Number (EIN) and company information should reflect the message sender, not you as the reseller. Campaign and content attributes Please confirm that your campaign and content attributes are correct when setting up your campaign. Subscriber Opt-in: Provide the opt-in keywords if applicable. The Opt-in Message is required and must contain the following details: Brand name, message frequency disclosure, "message and data rates may apply" disclosure, HELP information, STOP information. Example: "Thank you for opting in to receive recurring messages from [Company Name]. Msg frequency varies. Msg & data rates may apply. Reply HELP for help. Reply STOP to cancel." Subscriber Opt-Out: Provide the opt-out keywords. The Opt-out Message is required to contain the following details: Brand name and confirmation the consumer will receive no further messages. Example: "You have successfully opted out of messages from [Company Name]. You will receive no further messages." Subscriber Help: Provide the Help keywords. The Help Message must contain the following details: Brand name and an email address, phone number, or website link the consumer can use for assistance. Example: "Thank you for reaching out to [Company Name]. Please call us at [phone number] or email us at [email address] for support. Reply STOP to opt-out." Number Pooling: This must be selected as "Yes" if the campaign is later submitted for a Number Pool (needing more than 49 TNs on the campaign). Direct Lending or Loan Arrangement: Must be checked "Yes" if the brand engages in lending, even if the messaging on the campaign is not related to the lending. Embedded Link: Indicates if the campaign will send embedded links in the messages. If selected "Yes", an embedded link must be included in at least one of the sample messages. Embedded Phone Number: Indicates whether the campaign will send embedded phone numbers in the messages (excluding providing a contact for HELP in the help response). If checked "Yes", an embedded phone number must be included in at least one of the sample messages. Age-Gated Content: Must be checked "Yes" if the content includes any age-gated materials. Terms & Conditions: Must be checked "Yes" and the Terms & Conditions link needs to be provided in the Terms and Conditions Link field or the Call to Action/Message Flow field. You can scroll down to see an example of Terms & Conditions. Sole Proprietor campaign Not all carriers accept these campaign types, so they’ll be automatically rejected. You’ll then be charged the $15 fee and need to resubmit them later, so please hold off on submitting any new Sole Proprietor campaigns until 2600Hz provides further notice. Privacy Policy All message senders must have an acceptable Privacy Policy when registering 10DLC campaigns. The most important aspect of the Privacy Policy mandates clearly describing how consumer data will be used and shared (if applicable), and how consumers can contact the message sender. A compliant Privacy Policy for 10DLC messaging should include the points below to help ensure that campaign registration and vetting are successful. Please also ensure you are linking to your privacy policy and terms and conditions in the Campaign Details section when registering your campaign. This will allow for quicker location of these items resulting in a more streamlined vetting process. Consent When a campaign is being vetted, the language presented in a sender's Privacy Policy is heavily scrutinized to ensure the message sender doesn't improperly claim to have the consumer’s consent to share end-user data with third parties for marketing purposes. While it's permissible for a business to share end-user data essential for business operations, the fundamental practice of sharing data to sell consumer information (leads) to third parties is a prohibited campaign type and will be rejected. Privacy Policies are reviewed during vetting to ensure consumer data isn't transferred among various organizations. To successfully address these requirements, we recommend adopting and including a process in the Privacy Policy that demonstrates senders will refrain from sharing information consumer data. Example: "Mobile information will not be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties." Opt-out instructions Message senders are required to acknowledge the consumer's right to opt out of a messaging campaign to ensure that message recipients’ consent remains intact. The Privacy Policy must also include instructions on how to opt out of future communications. Example: “If you wish to be removed from receiving future communications, you can opt out by texting STOP, QUIT, END, REVOKE, OPT OUT, CANCEL, or UNSUBSCRIBE.” 2600Hz strongly suggests that each brand create a personalized Privacy Policy with accompanying SMS disclosures as discussed above. 2600Hz cannot provide guidance on what is legally required within a Privacy Policy. It's the responsibility of the message sender and their provider to research and ensure the Privacy Policy meets TCPA laws, as well as, individual carrier compliance requirements. For new, non-established brands entering the messaging space, there are online resources that can help you develop the required operational processes and Privacy Policy templates that will fit the unique needs of your business. Note: If you're using online resources, your Policy, Practices, and Procedures must still include the above SMS disclosures and functions. Failure to adopt these practices may result in receiving a registration and vetting rejection (i.e., “805 - Compliant privacy policy is required on website”). Terms & Conditions All message senders must have compliant Terms & Conditions made available to their consumers/recipients. This document must be provided as a part of the campaign registration. Often, the Terms & Conditions are found on a brand's website. If the brand does not have a website, you can attach a hard copy as a PDF in the campaign registration. The Terms & Conditions page must contain the following details: Brand name Types of messages the consumer can expect to receive Message frequency disclosure "Message and data rates may apply" disclosure Customer care contact information (Text HELP for help, contact [email address] for support, etc.) Opt-out information (Text STOP to cancel) An example might look like this: "Messaging Terms & Conditions You agree to receive informational messages (appointment reminders, account notifications, etc.) from [Company Name]. Message frequency varies. Message and data rates may apply. For help, reply HELP or email us at [email address]. You can opt out at any time by replying STOP."

If anyone is looking for an SMS Platform provider. I would highly recommend looking at ChatServ. They have a rock solid system and are constantly adding new features. Darren over that has been absolutely amazing to work with. The platform is setup almost support ticket style to ensure no inbound client texts get forgotten. As well as the ability to designate different colors so you can have a color for a specific department or action. Also has the ability for webhooks to be passed from kazoo to the sms platform to send text messages out. For example if you have an office that is busier call volume wise you can give customers the option to press X and receive a text message and be helped through text. It supports Teams and shows their status. You can also assign text messages to specific people. So if you have say a receptions fielding text messages. She can see what the customers needs are then assign it to the correct agent. They have tons of new features they are working on and if you have a suggestion they are willing to look at it and if it makes sense for them to add it they will! Cant say enough about how well we have been treated by them. I wish more businesses operated how they do. Has the ability to allow users to have multiple numbers/locations assigned to them. It supports multiple carriers include 2600/BW | Inteliquent/Sinch | Telnyx If anyone has any questions about the service I am happy to answer them. https://www.fastdeviceusa.com/

What is this? While KAZOO does not yet support SMS messages directly to your account, there is a solution that coverts incoming SMS messages to a user’s email. This is available using zaps, an application connection tool developed by Zapier, and KAZOO’s Webhooks application. NOTES: This process is using Zapier tools that were available in late 2020. The Zapier “zaps” and user interface steps may change without our knowledge. This outlines steps to convert incoming texts only to an email in your account. Outgoing text to email is a more involved process with multiple Zap configurations. Before you start Make sure your numbers have SMS enabled. Go to SmartPBX and select the Numbers tab Find your number and look for the SMS icon. If not displaying select settings gear, drop down SMS and enable NOTE: Enabling SMS will incur additional charges to your account. Make sure you confirm with your administrator this is approved. Set up a Zapier Account Go to www.zapier.com and create a Zapier account Keep your credentials handy! Add a Webhook for Zapier to connect with Open the Webhooks Application from your KAZOO dashboard, . If it is not displayed under your Apps, you may need to enable it from the App Exchange. Ask an adMinistrator to help with this. If this is your first Webhook, your screen will look like this. Select New Webhook. Assign a Name and a Trigger Add a Hook name you will recognize. Select SMS as your Trigger Event. Enter GET as your request type. The next step is to set up your zaplet in Zapier. Log in to your Zapier account In a new window Select “Make a Zap” Choose Webhooks by Zapier as your trigger. Select “Catch Hook” as your Trigger Event Click on ContinueThis will generate a Custom Webhook URL to paste into the KAZOO Webhooks application. Select Copy to copy the URL Return to the KAZOO Webhooks window and paste the URL into the field shown below. Select the green Create Webhook button at the bottom of the page. The Webhooks app should then display your webhook in its list, and should also show it toggled on. NOTE: The icons to the right of the toggle allow you to Edit the settings View your webhook request log - a list of attempts on the webhook. (this is useful for debugging). Delete your webhook Return to Zapier to Test your Webhook Once you have your URL saved in the KAZOO webhooks side, return to the Zapier window and select Continue Send a text message to your newly configured KAZOO SMA number Look for a confirmation in Zapier something like below Next, define an ACTION that you want Zapier to take once it has found the hook. You can choose any of the actions Zapier provides; for this email example however, choose email, and select “Send an Outbound email.” Here you can enter the email you want to send it to, and also a variety of other default fields. In each field add a data source from the drop down menu that was captured during your test. If you skipped that test, you will not see options If your test worked properly you can add any field, or more than one field if you separate them by a colon. Below is an example showing the from: , to: and subject: field applied And an example showing fields filled in: Once you have filled in all the fields you want, select Test & Continue at the bottom of the page.You should see a sample email generated based on your entries. If all looks correct, select Turn on ZAP. Make a final test from a phone to SMS phone numberNOTE: Make sure your JUNK mail filter will recognize your “From:” entry in your zaplet!If you don’t see an email in your inbox, check your Junk mail filter. View full File

Below is a running list of trigger calls that are supported in KAZOO for Zapier "zaplets". We will update this as new calls are enabled. call_ended call_received new_call_recording sms_received account_zone_change bill_reminder cnam_request customer_update denied_emergency_bridge deregister first_occurrence inbound_fax_error inbound_fax low_balance missed_call new_account new_user outbound_fax_error outbound_fax outbound_smtp_fax_error password_recovery port_cancel port_comment ported port_pending port_rejected port_request port_scheduled port_unconfirmed register service_added topup transaction voicemail_full voicemail_new voicemail_saved webhook Actions supported in SMS SMS action accepts for sending sms_send fax_send ringout SMS action accepts for receiving to from body View full File

Is SMS text via sip feature available on the hosted platform? I am getting more and more requests or questions from clients on this feature. 1) They want to allow inbound text to their main number. 2) Or they are wanting to compile a list of approved clients to text (monthly specials/ promos etc). This seems to be a feature that is leaning closer to our wheel house. Any thoughts? or timeline on releasing this?