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Below are common questions you might encounter when completing The Campaign Registry (TCR) registration and our resolution process.
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General Business Registration Questions
What is 10DLC?
10DLC Registration stands for 10 Digit Long Code registration and is used to send Application-to-Person (A2P) messages, such as appointment reminders, marketing messages, and customer service alerts. As more businesses turn to texting, 10DLC is the cost-effective alternative to Short Code or Toll-Free. You may recognize short codes from your bank or companies like Amazon. Short Codes allow for greater texting volume, but start at $500 per month. 10DLC numbers still allow for application-to-peer texting, with levels suitable to most businesses.
What does this have to do with texting?
Starting September 1, 2023, SMS carriers began enforcing regulations and blocking outbound messages from unregistered 10 Digit Long Code (10DLC) phone numbers. This drastically impacted message deliverability across all networks and platforms.
Our team has been working with our shops to gather the required registration information and register each shop since early 2023. We work with you to register your company and associate all phone numbers. We must also get approval for the content you will send via the phone numbers attached to your company.
How do I register?
We are helping shops register their business with The Campaign Registry (TCR) so you can get your texts up and running as quickly as possible. The process is as follows:
- Register your business
TCR requires the following information to register your business. They cross-reference the business details you provide with the information associated with your state or federal government business registration. You can find this information in the confirmation letter from the IRS. Please provide us with the email you received when you signed up, or contact your Customer Success Rep directly.
- Legal business name
- Employer Identification Number (EIN or FEIN). This is the Tax ID associated with your business, not your personal taxes.
- Business address
Here are examples of where you can find this information.
- Campaign Content Approval
TCR must ensure you comply with SMS industry regulations, including, but not limited to, the Twilio Acceptable Use Policy and the Twilio Messaging Policy. We’ll start your campaign registration right after your Company Registration is approved (step 1). Sometimes, campaign registration fails the first time, and we may need to reach out to you to provide additional details on one of the following:
- What types of text messages you plan to send, including sample messages
- How customers opt-in to receive your messages
- Screenshots of opt-in messaging on your invoice, online scheduling form, or website
- Links to your Privacy Policy or Terms & Conditions
Certain messages like high-risk financial services, get-rich-quick, or deceptive marketing schemes are prohibited on SMS platforms in the United States and Canada. Twilio enforces these restrictions to ensure a secure and dependable messaging environment.
Please check your content against the Forbidden Message Categories to ensure your shop is in compliance.
- Associate your SMS number with your new registration
You’re almost there! Once we get approval on the previous two steps, we’ll associate your SMS number so you can start sending messages in Steer. If you’re transferring a number from another service, this may take a few days.
While our team will register you the same day we receive your information, the TCR review process can take up to 2 weeks. Providing all the correct information upfront will ensure we don't run into additional delays. If there's an issue with your registration or if it fails, we'll reach out for screenshots or more examples to rectify the situation as quickly as possible.
Can I expedite my TCR registration?
Providing all the correct business information from the beginning will ensure a smooth registration process. If you provide the wrong information, the approval process will start over.
Can I opt out of TCR registration?
Without TCR registration, you risk having your text messages blocked or undelivered. If you opt-out, you won't be able to text from Steer.
Do I need to register every time I add a new location?
Once your business is registered with TCR, you can add new locations under the same registration without having to go through the registration process again. However, it’s still important that all of your locations adhere to the guidelines set by TCR and Twilio.
Depending on the number of text messages you send across your shop locations, you may need to switch your registration type or register your locations independently to handle the increased volume. If this is the case a member of our team will work with you directly.
Do I still need to register if I don’t send marketing messages?
Regardless of your usage, registration is still required to use our SMS services.
What if I am already registered with another CRM/texting platform?
Unfortunately, if you've already registered elsewhere, you still need to register with Steer to comply with TCR requirements.
Should I complete TCR registration before or after transferring my phone numbers?
We recommend waiting to transfer your phone numbers until your TCR registration is complete. This approach will safeguard your shop against any potential disruptions in service and allow you to assign your numbers to specific campaigns and activate them immediately.
Does 10DLC apply in Canada?
Only organizations that send text messages to recipients in the United States need to register. So, if your shop is in Canada but you send text messages to customers in the US, you still need to register. The following restrictions apply:
- You can only send text messages from US-based numbers
- Messages can only be sent to US/Canada (+1) numbers
Opt-in & Opt-out Messaging Questions
What is an opt-in?
You need a customer's approval before sending your first message. This initial agreement is called "consent," and when they consent or opt in, they are giving your business permission to text them. Consent cannot be bought, sold, or exchanged.
When gathering consent (for example on your invoice or in the appointment scheduling flow) you must include the following in writing:
- Who will be sending the texts (your shop name)
- What types of texts you will be sending (e.g. appointment reminders and follow-ups, service reminders, and general marketing)
- How the customer can opt-out of messaging
- The words “Message and Data rates may apply.”
- Links to your Terms & Conditions and a Privacy Policy (strongly recommended)
Example wording:
By providing your mobile phone number, you consent to receive text messages from {insert shop name}. Messages may include appointment reminders and follow-ups, service reminders, and general marketing. Message & Data rates may apply. Reply STOP at any time to opt-out.
You must keep a record of the consent, such as a copy of the document or form that the message recipient signed, or a timestamp of when the customer completed a sign-up flow.
Once a customer opts in to receive text messages from your business, you should send your first message shortly after. This ensures you stay top of mind and avoid needing to request consent again because you waited too long.
What is an opt-out?
Sometimes, customers may need a break from your messages, even if they initially consented to receive them. You should include the following language in your initial messaging to allow customers to revoke consent anytime.
“Reply STOP to unsubscribe,” or the equivalent using another standard opt-out keyword, such as UNSUBSCRIBE, CANCEL, and QUIT.
Once a customer opts out, you can send a final message confirming their decision, but no subsequent messages are allowed. The consent process must be restarted after a customer opts out.
What if a customer texts my number directly?
You can respond to messages initiated by customers, but that initial message only serves as consent for that conversation. You shouldn't send messages that go beyond the subject of that conversation. An example is if a customer texts you asking for your hours of operation.
If you have a prior relationship with a customer and they gave you their number with the expectation that you'd be communicating with them, this is also okay. These communications would be purely transactional, not promotional, and include appointment reminders and service receipts.