SMS/MMS 10DLC Compliance for Zoom Phone, Zoom Contact Center, and Zoom Meetings
A 10DLC campaign registration is required by U.S. and Canada mobile carriers to enable business-to-consumer (A2P) messaging. This feature enables admins to sign up their organization for the 10DLC (10 Digit Long Code) regulation compliance to use SMS with Zoom Phone. 10DLC compliance does not change any functionality of the Zoom SMS service, for example, the limitation of 10 users per group text still is enforced.
Zoom takes a thorough approach to 10DLC compliance to help ensure each customer's submission is accurate and to proactively help customers mitigate risks. On average, the entire process - which includes many external approvals, including from mobile carriers - takes a minimum of four weeks. Brand approval is 1-2 hours. Campaign approval takes 1-2 weeks due to a backlog with downstream carriers and providers. Number pool requests may take up to 4 weeks; number pools should only be requested once your campaign is approved.
Notes:
Zoom suggests that you start this process as early as possible to help ensure that the external approvals align with your implementation timelines. If you have questions regarding this process, please contact your Zoom account team.
If you need to create more than 1 brand or campaign, please contact your account manager for details. Zoom will pass through the charges for every additionally registered brand ($5/additional brand/month) or campaign ($10/additional campaign/month).
You can add 49 numbers or more to the SMS campaign you created. If an SMS campaign is full and you try another number, an error message will display. This 49-number limit is a T-Mobile restriction. If you need 50 numbers or more, see the section to assign 50 numbers or more.
How to create a Brand to register the business information and phone numbers
You can create your 10DLC brand to register your business information with the Zoom Phone carriers. This is required to use SMS with Zoom Phone.
You must create a brand and have it approved before creating an SMS campaign.
Notes:
Once your brand is submitted, you cannot make changes. You must delete the brand and re-submit.
You have the option to click Save Progress & Exit to save your progress and resume the process from where you left off.
Access SMS campaigns in the Zoom web portal. You will be presented with a link to review the 10 DLC Brand and Campaign creation checklist.
Click the link and read through the 10 DLC Brand and Campaign creation checklist.
Select the following confirmation checkbox: I confirm that I have read and understood the 10DLC Campaign creation checklist.
Click Create 10DLC Brand.
On the Brand Summary page, enter the following:
Legal Company Name
DBA/Brand Name (If applicable)
Your Company’s Legal Form Note: If your legal form is Public Profit, you must undergo additional multi-factor authentication-based verification before your brand is approved.
Country/Region of Registration Note: The following countries are supported: United States, Canada, Australia, Belarus, Chile, Croatia, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Saudi Arabia, Singapore, Slovakia, Slovenia, Sweden, Taiwan, and United Arab Emirates.
State/Province
Tax Number, VAT Number, ID, or EIN (Employer Identification Number) Note: This applies to the United States and Canada only. Businesses in Canada need to use their Business Identification Number (BIN).
Your Business Location Address
Select or enter your Country of Registration.
Enter your business address, city, and zip code. Note: If you cannot find the city in the dropdown, you can type it in the field.
Click Continue.
In the Brand Details, complete the brand details and contact information, and enter the following:
Brand Details:
Website: Add your website. Note: Public Profit brands will see an additional field called Contact email for verification. Enter the contact details of the person who will receive the two-factor authentication (2FA) passcode via email and complete the verification.
Vertical Type: Add your vertical (the vertical type is your company’s industry).
Stock Exchange (If applicable): Select your stock exchange from the dropdown.
Stock Symbol (If applicable): Add your stock symbol.
Click Continue.
Review your brand information, then click Confirm and Submit.
(Optional) To the right of the item you desire to make any changes to, click Edit. Note: Once you click submit, you cannot edit your brand.
In the My Brand section, click the brand you want to manage.
At the bottom of the the brand details page, click Delete. A confirmation window will appear.
In the window, click Delete to confirm.
How to create an SMS Campaign
Once the brand is created and approved, you can create a campaign. The campaign will be used to assign your company phone numbers and enable SMS. Learn more about best practices for submitting a 10DLC campaign by viewing the campaign creation checklist.
Note: You can create one campaign for Zoom Phone for your brand. If you are also a Zoom Contact Center or Zoom Meetings customer, then you will be allowed to create two campaigns, meaning one for Zoom Phone and one for Zoom Contact Center or Zoom Meetings.
Access SMS campaigns in the Zoom web portal. You will directed to the Checklist Requirement page, where you will be presented with a link to review the 10 DLC Brand and Campaign creation checklist.
After opening and reviewing the link, select the I confirm that I have read and understood the 10DLC Campaign creation checklist checkbox. Once this is done, the campaign details section will display. On this page, you will complete the requirements and details.
Configure your SMS campaign in the following sections:
How to edit and resubmit an SMS campaign
Note: You cannot edit campaigns in pending status. They must be active or rejected.
Under SMS Campaigns, click the name of the campaign you want to manage. You will be directed to the campaign details page. The Edit option is available for all editable fields in the campaign.
To the right of the field you want to edit, click Edit and make the changes.
Click Save.
Click Resubmit to resubmit the campaign with all your changes. Note: You can also go back if you want to undo the edits or click the Delete button to delete the campaign.
How to delete an SMS campaign
Note: The delete action also deletes the associated phone numbers from the SMS campaign. After deletion from the SMS Campaign, those phone numbers will not be able to use SMS. This action is irreversible.
Under SMS Campaigns, to the right of a campaign you want to delete, click the ellipsis , then click Delete. A confirmation window will appear.
In the window, click Delete to confirm.
Delete from the SMS campaign details page:
Under SMS Campaigns, click the name of the campaign you want to delete.
Click Delete campaign. A confirmation window will appear.
In the window, click Delete to confirm.
In the dialog box, Are you sure you want to delete your SMS Campaign, click Delete to confirm the deletion.
How to assign Zoom Phone numbers to an SMS campaign
Once the SMS campaign page is submitted, and 10DLC has been approved and enabled on your account, you can assign phone numbers to your campaign. Your phone numbers will stop being able to send SMS until you follow the steps below to enable SMS and assign a campaign to the number.
Verify your campaign is approved
You need to confirm your campaign is approved before assigning phone numbers to it; otherwise, if it is not approved, you will not be able to add numbers to the campaign.
To the right of the SMS campaign, verify the Campaign Status as being Active. If the status is active, you can now add numbers to your campaign as mentioned in the sections below.
In the request type dropdown box, select Zoom Phone Number Porting. A Required Information page will appear.
In the Type of Issue dropdown box, select 10DLC/TF SMS Verification. Note: Make sure you provide all required information noted by a star *.
Click Submit. The Zoom porting team will update you via the ticket for any information that might be needed, as well as a timeline for when the capacity increase should receive a response. Notes:
Once your phone numbers have been approved by Zoom’s third-party carrier, a ticket response will be sent to you with an update that your capacity increase has been accepted.
If the campaign is not approved, your request to add more numbers will be denied and the ticket will automatically close.
Note: If you have any questions surrounding a campaign of more than 50 phone numbers after carrying out the above process, submit a request to Zoom Support.
Unassign a Campaign from phone numbers
You can unassign/disable a phone number from a campaign. To re-enable these numbers, you will need to create a new campaign.
Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
In the navigation menu, click Phone System Management, then click Phone Numbers.
Select the Assigned tab, then to the right of the phone numbers, select the checkbox of the numbers you desire to unassign from a campaign.
Click Disable SMS/MMS.
In the dialog box, Disable SMS/MMS for Selected Numbers, verify the list of phone numbers to disable from the campaign.
Click Save.
In the dialog box, Your numbers were successfully disabled for SMS/MMS, click Close.
How to assign Zoom Contact Center numbers to an SMS Campaign
Once the SMS campaign page is submitted, and 10DLC has been enabled on your account, you can now assign phone numbers to your campaign. Your phone numbers will stop being able to send SMS until you follow the steps below to enable SMS and assign a campaign to the number.
Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
In the navigation menu, click Contact Center Management then Phone Numbers.
Click the Assigned tab.
Next to the phone numbers, select the checkboxes of the numbers you want to assign.
At the top of the table, click Assign SMS/MMS.
Select an SMS Campaign to assign the numbers to.
Click Submit.
In the dialog box, stating Your request has been submitted. Please allow one business day for SMS/MMS activation, click Close.
Unassign a Campaign from phone numbers
You can unassign/disable a phone number from a campaign. To re-enable these numbers, you will need to create a new campaign.
Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
In the navigation menu, click Contact Center Management then Phone Numbers.
Select the Assigned tab, then to the right of the phone numbers, select the checkbox of the numbers you desire to unassign from a campaign.
Click Disable SMS/MMS.
In the dialog box, Disable SMS/MMS for Selected Numbers, verify the list of phone numbers to disable from the campaign.
Click Save.
In the dialog box, Your numbers were successfully disabled for SMS/MMS, click Close.
To the right of Phone numbers, click the X phone numbers assigned link. The dialog box, Assigned Phone Numbers, will display the phone numbers assigned to the campaign.
Click Close.
How to manage inbound SMS sent to unregistered Zoom Contact Center number
As part of compliance with carrier restrictions, Zoom will not process inbound SMS sent to unregistered Zoom Contact Center phone numbers. These SMS engagements will be automatically closed (and blocked from being routed to a queue/flow) and they will include a new engagement event called Consumer SMS Blocked (No SMS Campaign).
For transparency and tracking needs, admins can view all SMS engagements auto-closed due to 10DLC rules by following the steps below:
Select event filters then click Consumer SMS Blocked (No SMS Campaign). Admin will see the list of all SMS engagements auto-closed due to the 10DLC block. Admins can export this list of SMS engagements in case they want to manually follow up with these consumers.
Zoom takes a thorough approach to 10DLC compliance to help ensure each customer's submission is accurate and to proactively help customers mitigate risks. On average, the entire process - which includes many external approvals, including from mobile carriers - takes a minimum of four weeks.
Additionally, as of September 21, 2023, mobile operators AT&T and Verizon have started blocking MMS originating from non-10DLC registered phone numbers.