23.2.2. A2P 10DLC Registration

What is A2P 10DLC Registration?

A2P 10DLC is a system in the United States specifically that allows businesses to send A2P (Application-2-Person) messaging via the standard 10DLC (10 digit long code) phone numbers. All messaging traffic sent via Natterbox is considered A2P.

Use Cases

Singular or Mixed Use Cases

You can have a singular or a mixed use case which can lead to different restrictions depending on the selection. Mixed use case is reserved for when you will be using A2P messaging for multiple different messaging types, for example you may be using this for Customer Care and for Marketing purposes.

A singular use case is for when the messages you are sending typically fall into a singular category, we typically expect majority of personalised messaging (1 to 1 messaging) to fall under the Customer Care use case. There may be scenarios where you are also informing your customers about new products or marketing so you may want to instead register as a Mixed Use case to have both use cases covered.

Use Case definitions

Account Notification

• Notifications about the status of an account or related to being a part of an account

Customer Care

• Support, account management, and other avenues of customer interaction

Delivery Notification

• Information about the status of a delivery

Fraud Alert Messaging

• Messaging about potential fraudulent activity such as spending alerts

Marketing

• Promotional content such as sales and limited time offers

Public Service Announcement

• Public Service Announcements to raise audience awareness about a topic

Social

• Communication between public figures/influencers and their communities

Description

The Campaign Description should be used to describe what SMS/MMS messaging will be used for. While it can include a short description of the brand, the majority of the text should describe the use-case and how you will be using SMS/MMS.

There is a MINIMUM of 40 characters for the Campaign Description, so no short notes such as “customer service.”

Here are some examples:

• This campaign will be used to request feedback via SMS messaging for experience with the delivery process.

• Customer support and answering consumer concerns about products and services.

• Text messaging will be used for customer care and marketing promotions.

• This campaign will be used to inform people about new job openings and/or training opportunities.

• Campaign will contact customers to update them on policy support and their payments.

• The business will send out SMS notifications regarding ordering, shipping, and delivery updates.

• Sending out appointment reminders and updates regarding hours and availability.

• We will be sending out 2FA codes for login and password reset. Additionally, users will also receive codes after they have signed up with their phone number to validate the phone and activate their account.

Call-to-Action / Message Flow

The Call-to-Action / Message Flow purpose is to describe how recipients of text messages via this campaign consent to receive these messages. In other words, how is opt-in consent obtained. 

Below are some examples of how you could describe how you manage your customers opt-in consent.

Opt-in Via Website

There are various ways to provide consent via a website. Here are some examples illustrating a number of options. In all cases, there should also be an accompanying SMS Disclosure on the website.

• When the user signs up for an account, the user must first enter their phone number. A 2FA message is sent to validate that phone number. After that, they are asked if they wish to receive account notification messages sent to the provided (and validated) phone number. The user will see all text messaging disclosures here.

• The user fills out a form on the website where they can consent to receive notification messages. There is also a box they can check to receive product updates and/or marketing messages. The messaging disclosure is displayed to users by this form.

• Under the “Contact Us” website option, there is a form to fill out to get more information. The user’s phone number is requested. Additionally, there is a checkbox that the user may check to receive information via SMS message, with a full SMS disclosure provided.

• When a consumer uses our online form to make an appointment, they are asked if they would like SMS appointment reminders sent to their phone. If they check the box, YES, then appointment reminders will be sent.

Opt-in Via Email

• In our weekly marketing emails, we include a button that asks consumers if they would like to receive targeted information about upcoming sales via SMS. If they consent, then no more than twice weekly messages are sent. A full SMS disclosure is provided next to the email button.

• In our account validation email, we offer the consumer a button to opt-in for SMS messages. If the consumer consents, messages will be sent for shipping and product updates.

SMS Disclosure

The SMS disclosure should always have the following elements: 

• Message and data rates may apply disclosure.

• Reply STOP [as well as other keywords] to opt-out of future messaging.

• Reply HELP for more information.

• Message frequency (number of messages / month/week/etc., or message frequency varies, or recurring messages)

• Ideally, we also want to see a link to the Privacy Policy (and Terms & Conditions if there are any).

Example disclosure messages:

• By clicking "Submit", you agree to [YOUR BRAND NAME’s] Terms of Use and Privacy Policy. You consent to receive phone calls and SMS messages from [YOUR BRAND NAME] to provide updates on your order and/or for marketing purposes. Message frequency depends on your activity. You may opt-out by texting "STOP". Message and data rates may apply.

• By providing a telephone number and submitting the form you are consenting to be contacted by SMS text message (our message frequency may vary). Message & data rates may apply. Reply STOP to opt-out of further messaging. Reply HELP for more information. See our Privacy Policy.

• Disclaimer: By providing my contact information to [YOUR BRAND NAME], I acknowledge and give my explicit consent to be contacted via SMS and receive emails for various purposes, which may include marketing and promotional content. Message and data rates may apply. Message frequency may vary. Reply STOP to opt-out. Refer to our Privacy Policy for more information.

It is also an option to provide a checkbox with a short consent so that users can explicitly opt-in to receive messages from your brand. Here are a couple of examples:

• By checking this box, I consent to receive SMS messages. I understand that Message and data rates may apply and that I may reply STOP to opt-out of future messaging; reply HELP for additional messaging help. Message frequency may vary depending on interaction between you and our agents. 

• I consent to receiving text messages. Message and Data Rates may apply. Reply STOP to opt-out of future messaging or reply HELP for additional messaging help. Messaging frequency may be up to 5 messages per month. 

Help Message

The brand name should always be in the message, typically at the beginning of the message informing the User of which brand they are opting into communication with.

Example HELP messages:

• This SMS texting system is for the employees of [BRAND Name]. Text START to join, STOP to leave. You may also contact us at XXX.YYY.ZZZZ for additional assistance.

• [BRAND Name]. Text START to join. Text STOP to leave. Or you may contact us at XXX-YYY-ZZZZ for further assistance.

• [BRAND Name] You can get more assistance from our website at: https://brandname.com or XXXZZZ-YYYY. Text STOP to stop receiving messages from us. You can also text START to restart getting messages from us again

Opt-Out Confirmation Message

The brand name should always be in the message, typically at the beginning of the message informing the User of which brand they are opting into communication with.

Example opt-out messages:

• Thank you! [Brand Name] will no longer send you notifications.

• You are unsubscribed to texts from [Brand Neme]. No more messages will be sent.

• [Brand Name] You have successfully unsubscribed, and you will no longer receive surveys from us.

• [Brand Name] You are no longer subscribed to our updates and will receive no more messages. You may reply START to restart them at any time.

• You have been successfully unsubscribed from [Brand Name]. No more messages will be sent. If you accidentally unsubscribed, Reply START to opt-in to messaging.

• [Brand Name] We are sorry to see you go. You will not receive any more text messages from us. You can; however, send START to this number if you want to re-subscribe.

Opt-In Message

The brand name should always be in the message, typically at the beginning of the message informing the User of which brand they are opting into communication with.

Example Opt-In Messages:

• [Brand Name] Thank you for opting in for our texting notifications. Message frequency may vary. Message and Data Rates may apply. To end messaging from us, you may always Reply with STOP

• or HELP for more information.

• [Brand Name] Thank you for signing up for our weekly text updates (one text per week). Message and Data Rates may apply. To end messaging, you may always Reply with STOP or HELP for more

• information.

• [Brand Name] Thank you for subscribing to receive text messages from [Brand Name]. We will send no more than 6 messages per month. Message and Data Rates may Apply. Reply STOP to opt out, HELP for additional info.