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* Release Notes
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SUGGESTED CONTENT
ABOUT MESSAGING
MESSAGING PRICING
MANAGE YOUR SMS LONG CODE NUMBER INVENTORY
PURCHASE SMS LONG CODE NUMBERS
ABOUT SMS MESSAGING
GENESYS CLOUD SUPPORT OF 10DLC (10-DIGIT LONG CODE)
REQUIRED REGULATORY DOCUMENTATION FOR SMS LONG CODE NUMBER PURCHASE
1. Homepage
2. Genesys Cloud support of toll-free messaging verification for the United
States and Canada
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GENESYS CLOUD SUPPORT OF TOLL-FREE MESSAGING VERIFICATION FOR THE UNITED STATES
AND CANADA
In 2022, the United States and Canada (US/CA) wireless carriers instituted
Toll-Free Number (TFN) Verification to legitimize A2P (Application-to-Person)
text messaging. The carriers created a formal process that enables TFNs to send
and receive text messages. The goal for TFN Verification is part of a concerted
effort to decrease text spam and phishing messages.
All text messaging programs that use US/CA TFNs, regardless of the use case,
must be registered to avoid blocking.
WHAT IS A2P TEXT MESSAGING (SMS)?
The wireless carriers classify A2P text messaging as any business-to-consumer
SMS routing to or from software, regardless of the use case. Any SMS sent from
or received by Genesys software is classified as A2P.
WHAT IS TOLL-FREE NUMBER VERIFICATION?
Toll-free number verification means that your use case was reviewed and deemed
to be compliant before the TFN is approved for messaging.
WHEN DO I NEED TO REGISTER?
Any new TFN must be verified before use. Any existing TFN should already be
verified or is at risk of being blocked by the carriers at any point.
HOW LONG DOES REGISTRATION TAKE?
The current lead-time to complete registration is 4-6 weeks. If you have not
already done so, submit your registration request as soon as possible.
WHAT HAPPENS IF I DON’T REGISTER?
Unregistered programs are subject to being blocked by the wireless carriers.
If you no longer want to use your TFNs due to this change, release them from
Genesys Cloud in the SMS inventory, and you will not incur further charges.
Also, consider a different number type to use, such as a toll-free number or a
short code, which have their own registration processes.
WHAT DO I NEED TO DO TO REGISTER?
Verification is managed manually through a form submission. You must complete a
registration form before Genesys can register the TFN use case on your behalf.
If you do not provide all required information, then you risk an extended
registration lead-time. Registration consists of four main pieces of
information:
* Company information: Name, Federal EIN, address, and so on.
* Use case information: Customer service chat, notifications, marketing, and so
on.
* Opt-in information: The Call to Action (CTA) that drives your customer to
either sign up for a recurring message program or to send an inbound SMS to
initiate a SMS conversation. You must provide information on how this occurs
and provide supporting evidence for the CTA.
* The TFNs associated with the program.
Send an email to GenesysCloudSMS@genesys.com to request the registration form,
complete it, and return it back to the same distribution.
If you are a charity or political organization, contact
GenesysCloudSMS@genesys.com for specific registration requirements.
If you need assistance filling in the form, you can access the Tip sheet.
DOES EVERY PROGRAM NEED TO BE REGISTERED?
Yes. Regardless of how you use TFNs (for high volume campaigns, inbound customer
service, low-volume testing, 2FA/OTP, and so on), your company and use case must
be registered to avoid being blocked. For more information, see SMS best
practices for a compliant program.
DO I NEED TO REGISTER EXISTING TFNS?
Yes. If you already use TFNs for SMS and did not complete verification, you must
complete it to avoid service disruption.
IS OPT-IN REQUIRED FOR ALL PROGRAMS?
Yes. In the eyes of the FCC, CTIA, and wireless carriers, obtaining consent is
not optional, even for inbound-initiated programs. Wherever you advertise that
your customer can use text as a communication channel or sign up for a recurring
message program, the expectations must be clearly defined for why they are
providing their mobile number.
USING A TFN FOR SMS WAS SO EASY TO GET UP AND RUNNING. WHY CHANGE THAT?
Because the process was so easy, the wireless carriers started TFN Verification.
Unlike with short codes, no formal process existed to text-enable a phone
number. Wireless subscribers have seen a significant increase in spam and
phishing messages originating from TFNs. The new product offering establishes
the controls to reduce the number of unsolicited texts to wireless subscribers.
DO THESE CHANGES ONLY APPLY TO SMS OR IS MMS AFFECTED TOO?
These changes apply to both SMS and MMS. Throughput limits and surcharges for
MMS vary by use case.
DO THESE CHANGES APPLY TO 10DLC AS WELL?
Yes and no. There is a similar registration requirement for A2P messaging using
US/CA 10DLC; however, there are more complexities behind throughput limits. For
more information, see Genesys Cloud support of 10DLC (10-Digit Long Code).
IS VOICE ON TFNS IMPACTED BY THIS CHANGE?
No. Voice calling is not impacted.
HAVE OTHER QUESTIONS?
If you have any questions that are not covered in the FAQ, send them to
GenesysCloudSMS@genesys.com.
REVISION HISTORY
Date Revision April 11, 2023 Updated article to meet current industry guidelines
and to be consistent with 10DLC. May 11, 2022 Article/FAQ created.
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