US SMS Toll Free Changes

What is changing?

Effective November 8, 2023 the Natterbox SMS functionality in Routing Policies will be having a restriction added for Toll Free SMS requiring a verification process. This is in line with US regulation on messaging from unverified numbers. Moving forward you must ensure that the number you are sending SMS from is verified and assigned to your brand. Once this verification step is complete, you will be able to continue to use this SMS functionality as before.

Failure to get your US Toll Free numbers verified will result in your SMS from Routing Policies being restricted or blocked.

What action do I need to take?

Please complete this form to ensure your numbers are verified and your service will not be interrupted. 

https://www.cognitoforms.com/Natterbox/SMSSenderNumberAuthorizationForm

Note: Under SMS Number Type select Toll Free

The Toll Free verification process qualifies the messaging traffic to be tagged as verified with downstream carriers so that we can reduce the amount of false-positive blocks to help increase message deliverability for you.

It is also expected that you maintain best practice when it comes to managing your customers consent to receive SMS from you, following a strict Opt-in and Opt-out process. The verification form requires you to provide a detailed explanation of how you manage your customers consent. Below are some tips to help you with the verification process:

• Make sure the opt-in flow is thoroughly detailed by providing step-by-step instructions a user must take to opt-in to the messaging program.
• Consumer consent should be collected by the direct (first) party sending the messages. 
• Ensure there is explicitly stated consent disclaimer language at the time of collection (i.e. when the phone number is collected there should be a disclosure about opting into messaging).
• If you use website Opt-in : Include screenshots of the web form where the client adds a number and agrees to receive messaging.
• If using keyword or QR Code Opt-in: Where does the customer find the keyword in order to opt-in to these messages? Please provide this material (photos or screenshots) for verification.
• If using Voice/IVR Opt-in: In this case please provide a screenshot record of opt-in via voice in the client's database/ CRM. (i.e. a check box on their CRM saying that the customer opted in and the date).
• If using Paper form (Customer/ Employee) Opt-in: Please upload a photo of the form.

Note: Consent cannot be acquired from a third party. Third-party Opt-in is not supported and is ineligible for verification.

Eligible SMS Use Cases

• 2FA
• App Notifications
• Appointments
• Auctions
• Auto / Dealership Services
• Banking
• Billing
• Booking Confirmations
• Business Updates
• COVID-19 Alerts
• Career Training
• Chatbot
• Conversational / Alerts
• Courier Services & Deliveries
• Educational
• Emergency Alerts
• Employee Alerts / Notifications
• Events & Planning
• Financial Services
• Fraud Alerts
• Fundraising
• General Marketing
• HR / Staffing
• Healthcare
• Housing Community Updates
• Insurance Services
• Job Alerts
• Legal Services
• Mixed
• Motivational Reminders
• Notary Notifications
• Notifications
• Order Notifications
• Political
• Public Works
• Real Estate Services
• Receipt Notifications
• Religious Services
• Repair and Diagnostics Alerts
• Rewards Program
• Surveys
• System Alerts
• Waitlist Alerts
• Webinar Reminders
• Workshop Alerts

Ineligible SMS Use Cases