10DLC Best Practices

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 and Terms & Conditions Best Practices