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      10DLC Best Practices

      Recommendations to ensure information is complete and ready for approval when applying for 10DLC registration

      Call to Action / Message Flow

      This field should describe how a consumer opts-in to the campaign, therefore giving consent to the sender to receive their messages. The call-to-action must be explicitly clear and inform the consumer of the nature of the program. If multiple opt-in methods can be used for the same campaign, you must list them all.


      Opt-in Via Website (most common)

      This is the most common and most transparent way to show the carrier that recipients opted in to receive messages from your campaign.

      Phone number capture, Opt-in language, and privacy policy (or link to privacy policy) is required and it must state that they do not share information to third parties. It is highly recommended that there would be a checkbox next to the opt-in language.

      Here is an example of a website with a phone number capture that has opt-in statement and privacy policy.

      Phone Number with Opt-in for SMS and the link for privacy policy at the bottom.

      https://callserver.us/

      Please note:  If there is language within the privacy policy that alludes to information sharing or distributing the campaign will be denied by the carrier.

      Examples:

      • Recipients are able to opt-in through the get involved option on the website. (((link)))
      • All messages regard informing voters of municipal elections in October and November 2023. Every text will will have opt-out language at the end of the message. People are able to opt-in to receive text messages on her website via the donate and contact option at (((link)))
      • By providing your cell phone number, you are consenting to receive recurring automated text messages & automated calls from the Travis Hendrix Campaign with news, updates, and information about the campaign and related issues. Message frequency will vary. Message and data rates may apply. Text HELP for more information. Text STOP to stop receiving messages. Privacy policy and SMS terms available at: travishendrix.com/privacy.


      Opt-in Via Email

      Website may not have a phone number capture but do have email capture in this case it does not have to have opt-in or privacy policy statement.

      Examples:

      • 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.  
      • 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. 
      • We also made the consumer aware that we do not share information with third parties.


      Opt-in Via Live Calls

      Examples:

      • While on the phone with the user, the agent asks the customer to confirm if they wish to receive additional information via SMS. If the user agrees, the information is sent. 
      • When a consumer requests directions via a phone call, we ask if it is okay to send them an SMS message with directions to our shop. Additionally, when consumers call us for an appointment, we ask if they would like to receive appointment reminders via SMS 
      • We will ask the recipient if they would like shipping updates via SMS. If they say they would like shipping updates via SMS, all subsequent shipping notifications are sent via SMS. 
      • Consumers provide their consent to the agent at the end of the call, agreeing to receive a customer satisfaction survey via SMS 
      • We also made the consumer aware that we do not share information with third parties.


      Other Opt-in Methods (customer contact)

      Examples:

      • When people want to make an appointment, they come to our shop. We give them a form to fill out with their information. Filling out the form means they agree to get messages from us so we can notify them in case their appointment date changes. 
      • Customers contact us first if they have any inquiries about our products, and we only respond to answer their questions. They contact us through the number listed on our social media page. 
      • Mayor James and her team are regularly attending public events throughout San Diego. At these events, have sign-up forms for donating and volunteering for the campaign. While the person is filling out the form, we tell them that this will enable them to receive campaign texts, and that they can opt out at any time by replying "STOP." We also inform them about potential message and data rates and how the total amount of texts will depend on their level of participation in our campaign. Lastly, we assure them that their info is confidential; we do not share or sell their data to outside/third party entities.


      10DLC Best Practice for Sample Message

      Sample messages are required for 10DLC registration and it’s best to provide two sample messages.  The sample message must convet the use case of the campaign that is being registered for.  These must include organization the message is sent from and opt out language.  COS provides options of opt out language.

      Examples of sample messages:

      Hi this is Harry Corgee running to be your next Tax Assessor in Le Soto county. Polls will be open Tuesday October, 14th from 7 A.M.-7 P.M. Please bring a valid ID and to find your precinct check the Louisiana Secretary of State's website. Reply STOP to quit

      Hi this is Sean Bones, thanks for being a part of my campaign from the very beginning, I wanted to thank you for all your hard work and to keep it up. Election day is right around the corner on October 14th and need to keep our foot on the petal! Text STOP to end.


      Ensure data accuracy and consistency       

      Consistency in brand to be registered, website and sample messages

      Example: If your brand name is ForceTex, your website www.ForceTex.com, but your sample messages say “Here’s your one-time passcode for logging into www.contoso.com”, your campaign will be rejected


      Consistency in sample messages and use cases

      Example: If you register a marketing campaign, but sample messages say “Here’s your one-time passcode: 123456”, your campaign will be rejected


      Consistency in email domain and company name

      Example: If you register a brand as TTB Inc, but you provide an email address with the gmail domain names, your campaign will be rejected. Note that this check only applies to large, well-known corporations that should have dedicated email domains


      Make sure you submit real, working websites

      Example: If you indicate that your customers opt-in to your messages via the website, but provide a website address that does not function, your campaign will be rejected


      Make sure the brand you register is the actual brand that you’re sending messages for

      Example: For ISV customers, if you register a brand with your own company’s information (e.g. a company that provides tech for dental offices), but actually send messages on behalf of your customers (e.g., individual dentist practices), your campaign will be rejected. Sending messages under umbrella registrations will result in rejection.


      Make sure you create as few duplicative brands and campaigns as possible

      Example: Excessive brands with the same EIN and excessive campaigns with the same campaign attributes may be seen as high-risk and may result in campaign rejection


      10DLC Privacy Policy & Terms and Conditions Best Practices

      When submitting a 10DLC Campaign for approval, per carrier code of conduct, the privacy policies and the terms and conditions must be found in a clear, conspicuous place next to where the phone number is entered by the consumer. To check this, we review the website listed by the Brand. In any situation where the end user is required to provide a phone number for the purposes of messaging (the carriers consider every required phone number as an opportunity for messaging opt in), then the privacy policy and terms and conditions must be present.

      Additionally, the privacy policy CANNOT allow for the sharing or selling of end user information to third parties and affiliates. This includes but is not limited to:

      • Sharing of end user information for marketing purposes.
      • Sharing of end user information for purposes of lead generation.
      • Sharing of end user information for purposes of purposes of third party analytics.

      In short, the privacy policy must be clear that the information of end users if protected (this applies to call use cases, political included).

      The Terms and conditions must not contradict the privacy policy or the opt in route described therein:

      • It cannot state that end user information will be shared
      • If the end user opts in to 10DLC traffic, then the terms and conditions should state that opt in and opt out occurs via the 10DLC number. IE, a short code opt out route is not acceptable. There should be consistency between the information presented in the opt in CTA (call to action) and the T&C and privacy policy.