Dealing with 10DLC requirements from providers for SMS/MMS

[trhoden]

I was hoping for assistance from the community on the 10DLC requirements that have been implemented and the issues that is has caused. I see some people have success with filling out the 10DLC registration form but am unsure of how this has been accomplished. Obviously 3CX has no capability to support the Opt-In/Out requests, nor automation of any kind in this space. When attempting to put that information on the campaign form, I am always met with a rejection.

What is your experience with various providers and how have you handled the lacking 3CX feature set when it comes to Opt-In/Out campaign requirements?

Note: I know that some providers do not heavily enforce the 10DLC requirements as of yet. I am not asking for experiences with these providers as I feel they will be forced to adhere in time.

 

[Northern pc]

Don't know if you are still dealing with this or not, I was able to get a twilio campaign approved in about 2 days, they automate the stop etc with their system so it made it quicker.

My main carrier is telnyx, that took 20 days, it was harder and I kept getting rejections. The Support team there was actually very helpful and helped me over the finish line.

Depending on your carrier you may be able to get an exemption as a p2p communication, if you're running a 1 to 3 type text as a normal person would on a cell. I didn't bother because I missed that option until I had started the campaign.

All I can say is good luck, asking for support from the provider will make a big difference too they know how to get you approved, you just have to be willing to reach out to them.

 

[Northern pc]

I was hoping for assistance from the community on the 10DLC requirements that have been implemented and the issues that is has caused. I see some people have success with filling out the 10DLC registration form but am unsure of how this has been accomplished. Obviously 3CX has no capability to support the Opt-In/Out requests, nor automation of any kind in this space. When attempting to put that information on the campaign form, I am always met with a rejection.

What is your experience with various providers and how have you handled the lacking 3CX feature set when it comes to Opt-In/Out campaign requirements?

Note: I know that some providers do not heavily enforce the 10DLC requirements as of yet. I am not asking for experiences with these providers as I feel they will be forced to adhere in time.

Just to show you what I was able to get approved for a client:
Message flow
When a customer calls xxx-xxx-xxxx (as published on website url ), the representative explains the consent process verbally: Agent: "Would you like to receive job communications via SMS?" If the customer says yes, the agent continues: "By providing your phone number, you agree to receive job-related SMS notifications from Brand. Message frequency may vary. Standard message and data rates may apply. Reply STOP to opt out at any time. Reply HELP for assistance. We do not share mobile information with third parties for promotional or marketing purposes." Once the customer verbally agrees, their phone number is recorded, and a confirmation SMS is sent.

Keywords​

Opt-in keywordsStart
Opt-out keywordsSTOP
Help keywordsHELP

Auto-responses​

Opt-in message
"You have agreed to receive SMS updates from *brand" . Msg freq may vary. Std msg & data rates apply. Reply STOP to opt out, HELP for help."
Opt-out message
Brand: You have successfully opted out of job-related SMS updates. You will no longer receive messages from us. Reply HELP for assistance. Msg & data rates may apply.
Help message
Brand: For assistance, contact our support team at xxx-xxx-xxxx or visit website URL. Reply STOP to unsubscribe. Msg & data rates may apply

Sample messages​

Message 1Hey [Technician Name], are you on site yet? Let us know if you need anything. Also, when you get a chance, send an update on camera placement. Thanks! Please don't forget to complete your daily report at URL or call us a xxx-xxxx-xxxx Reply STOP to opt out. Msg & data rates may apply."

 

[treynolen]

The carriers require auto-responses, but AFAIK, 3CX doesn't support autoresponses. Do we just lie on the form?

 

[Northern pc]

The carriers require auto-responses, but AFAIK, 3CX doesn't support autoresponses. Do we just lie on the form?

Pretty much. The language I used is to say it's a phone call where they sign up. The auto response messages won't ever happen in my case so I'm not worried about it.


This client uses it to talk to employees in the field so it's not unsolicited messaging

That language got approved with telnyx so you shouldn't have a problem with other carriers either.

This program was not setup well, and completely ignores the fact that many of the people using texting aren't doing malicious texts or spamming people.

Yet with it in effect I still get 5 to 10 spam messages a day

 

[BLS_LeeR]

Pretty much. The language I used is to say it's a phone call where they sign up. The auto response messages won't ever happen in my case so I'm not worried about it.


This client uses it to talk to employees in the field so it's not unsolicited messaging

That language got approved with telnyx so you shouldn't have a problem with other carriers either.

This program was not setup well, and completely ignores the fact that many of the people using texting aren't doing malicious texts or spamming people.

Yet with it in effect I still get 5 to 10 spam messages a day

When did you last make a submission? Seems they are taking closer looks now in the last 2 months. I've had 3 submissions rejected by Bandwidth.com.

 

[Northern pc]

When did you last make a submission? Seems they are taking closer looks now in the last 2 months. I've had 3 submissions rejected by Bandwidth.com.

Was right after 10dlc kicked off. Twilio was the easiest as they have the capability to accept the stop and start messages.

10dlc is a pain in the rear

 

[Mike Hammett]

I would like this as well.

 

[Northern pc]

I would like this as well.

I'm happy to assist if I can. Who is your sip provider? Each one of them handles it a bit different.

 

[Mike Hammett]

I'm happy to assist if I can. Who is your sip provider? Each one of them handles it a bit different.

We're going to be using bandwidth for our SMS and MMS messaging.

However, I was looking to get 3CX to support the keywords and auto responses that are a part of 10 DLC.

 

[Northern pc]

Unfortunately that isn't an option you could probably build a small script on a server then forward the texts to 3cx

 

[Mike Hammett]

Well right. I am voicing support for 3CX to add built-in capabilities.

 

[zkratochwill]

Bit late to this, but I signed up for a Telnyx account just for SMS, as our Voice SIP Trunk is through a local provider that doesn't support SMS. Trying to figure everything out, I went in circles with support, every time I tried to call support, email support, or even contact sales, their AI assistant was throwing me around. Ended up canceling and refunding my account with them due to the inability to even get in contact with a real human being. AI told me to reach out to sales, and when i reach out to sales, the same AI tells me to reach out to support, asking for a human lead to no response at all.

Set up everything on Twilio and am awaiting the 10DLC application response. It got denied once, fixed the issues, and its taking longer this time, which is a good sign. Really wish this was easier for those that just want to P2P text.

 

[SweetAction]

Like most people here, we don't use automated adds or removes from our texting. Anyone that wants to be texted signs up in person who adds them to the internal database and anytime we get a stop they get removed from that DB.

We explained this to the provider, no issues.

Automated adds/removes is not mandated in 10DLC, just that you have opt out keywords.