Setting up Zoom SMS with 10DLC Compliance for conversational messaging
If you are currently using Zoom Phone SMS as a conversational (person-to-person) messaging tool, you can follow the guidelines below to set up your campaign. This will allow you to set up your account to work similarly to how it did before 10DLC registration was required.
Prerequisites for setting up Zoom SMS with 10DLC Compliance for conversational messaging
Guidelines for setting up Zoom SMS with 10DLC Compliance for conversational messaging
- Create your brand from the 10DLC registration page from the Zoom Web Admin portal and have it approved.
- Create a new campaign and make sure of the following:
Note: You can refer to this article for more examples of setting up SMS with 10DLC for your conversational messaging.
- In the Campaign Name ensure it's a name that is aligned with what you are using it for.
Note: If you are using both Zoom Contact Center and Zoom Phone, you will be able to create multiple campaigns, so making them meaningful will help keep them organized when you need to assign the campaign to your phone numbers. For example, Sales team / Entire company / Communicating with customers.
- Specify how you are gathering consent: As described in the glossary, the new 10DLC rules mandate that you must have permission from mobile users to send them text messages. Mobile users refer to anyone that is not on Zoom Phone and is using mobile numbers from a mobile carrier. This likely includes all of your customers, prospects, and even your employees or contractors that use their personal cell phones to get SMS. As a Zoom Phone SMS user, you must have their permission to text them. The goal here is that people don’t receive messages they didn’t ask for, especially when it is coming from numbers owned by a business. That being said, Zoom’s registration process aims to make it very easy for you to specify how you gather consent. There are several ways to gain consent but you must choose at least one of the options provided and fill in a description.
Example: If you are a flower shop and you’d like to reach out to your prospects/customers via SMS, you might have multiple ways to get permission to send them meaning, you may be using your website to get permission from customers already so you can specify this as your consent gathering mechanism. If you are using your website to gather consent you can enter details as follows:
- Description: Users visiting my website can enter their phone numbers to receive updates about what we have at our flower shop.
- Website: https://www.prbzflowers.com
- Brand: “Same brand name as you registered with”
You may also be gathering verbal consent from your contacts. Verbal consent is the most basic form of consent and when a person agrees to provide you with their number for messaging them, they are providing you with their verbal consent. You can mention this in the Description field if you select this option. In the case of person-to-person messaging, consent is most often verbal in nature.
The consent information above allows the mobile carriers to understand that your customers/prospects can visit the website you entered and submit their numbers to receive messages. They can also opt-in verbally when you ask them if they would like to receive messages and they give you their phone number.
- Provide information on the type of content you will be sending:
When you continue onto the next section, you will be asked about the content in your messages.
The first question is Do ALL customer facing messages fit into the categories Account Notifications, Customer Care, Delivery Notifications, Marketing, and Public Service Announcements?
This option is set to Yes by default, so in case you are using SMS for person-to-person communications, we recommend that you keep this as is.
Next, you will be asked to specify the nature of the content. Please select from one of the choices below, if you will be sending any of the following inside your SMS messages. For person-to-person use cases these should be set as No, but enable any that do apply.
- URL Links
- Phone numbers
- Age gated content
- Mortgages or loans
Finally, the sample message will need to be filled out.
This provides carriers with an example of what your messages look like and they will verify and approve your campaign on the basis of these sample messages.
Example: Hey John, this is Jimmy from Acme. It was great to hear from you last week. I look forward to catching up with you at lunch next week. Reply with STOP to cancel.
Now, this is an example of a message a sales rep might send to a client. The carriers are looking for your business name and for information on who is communicating with the recipient that is receiving the SMS. This allows the end user to know if they want to continue the conversation. It also includes STOP to let them know they can opt out of communicating with your user.
This is best practice, and carriers expect you to fill out the example with those items. However, every message doesn't need to have the STOP statement from your users or the name of your business. The key thing is to alert the mobile recipient such that they know how to opt-out. Zoom strongly recommends that the first message in every conversation have the STOP statement.
- Keep the Automatically renew campaign setting as default. Changing this setting to No will expire your campaign and require you to register and perform the process once again.
- Fill out the Opt out message with To stop receiving messages reply with STOP, to receive help respond with HELP. This will be used in the future but must be filled out now to be approved as a part of your campaign.
Help: Fill in your website or support phone number that you would like to be sent to the mobile recipient in the future. These fields are not in use right now but these must be filled out now, as this information will be sent to a mobile user in the next update.
- Once the above steps are complete, you can proceed to submit your campaign for approval. Once submitted, your campaign could take up to 4 weeks for carrier's review and approval. After the campaign is approved, you can assign your numbers to the campaign and carry on messaging.