SMS/MMS 10DLC Compliance for Zoom Phone and Zoom Contact Center


 

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.

note icon
Starting July 10, 2024, customers must add their phone numbers to an approved 10DLC campaign to keep using SMS/MMS capabilities on their numbers. Additionally, a brand must be created and approved before creating an SMS campaign. Learn more about the 10DLC full registration enforcement timeline.

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.

Notes:

This article covers:

Prerequisites for 10-Digit Long Code compliance

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:

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
    You will be presented with a link to review the 10 DLC Brand and Campaign creation checklist.
  3. Click the link and read through the 10 DLC Brand and Campaign creation checklist.
  4. Select the following confirmation checkbox: I confirm that I have read and understood the 10DLC Campaign creation checklist.
  5. Click Create 10DLC Brand.
  6. On the Brand Summary page, enter the following:
    • Legal Company Name
    • DBA/Brand Name (If applicable)
    • Your Company’s Legal Form
    • 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.
  7. Click Continue.
  8. In the Brand Details, complete the brand details and contact information, and enter the following:
    • Brand Details:
      • Website: Add your website.
      • 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.
  9. Click Continue.
  10. Review your brand information, then click Confirm and Submit.
  11. (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.
  12. Click Submit.

How to check the Brand status

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. Under My Brand, under the Brand Status column, view your brand’s current status.

How to delete a Brand

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. Delete your brand in the following ways:
    • Delete your brand from the My Brand section:
      1. In the My Brand section, to the right of the brand you want to delete, click the ellipsis , then click Delete.
        A confirmation window will appear.
      2. In the window, click Delete to confirm.
    • Delete your brand from the brand details page:
      1. In the My Brand section, click the brand you want to manage.
      2. At the bottom of the the brand details page, click Delete.
        A confirmation window will appear.
      3. 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.

Notes:

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
    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.
  3. Click the 10DLC Campaign creation checklist link.
    Note: You are required to open and view the link before continuing.
    The creation checklist will open.
  4. 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.
  5. Configure your SMS campaign in the following sections:

Campaign Details

After beginning the SMS Campaign creation process, enter information for the Campaign Details section:

  1. In the Campaign Details section, complete the following information:
    • Campaign name: Enter a name for your campaign.
    • Description: Describe how your organization uses SMS. Provide details that cover who will messages, who will receive messages, what kind of content is being sent, what kind of content will not be sent, and the frequency of sending these messages.
      Note: Provide as much detail as possible. Insufficient or unclear details will result in rejection.
    • Campaign type: Choose the product for which you are creating a campaign. Ensure that you choose the correct campaign type as per the product you intend to use SMS with. Click the dropdown and select the application.
      Note: Campaigns cannot be shared across applications.
  2. In the Consent to SMS Messaging section, under How are you gathering consent to send SMS/MMS?, provide details of how you are gathering consent from SMS recipients by selecting the following options that apply to your campaign.
    Note: You must select at least one of these options. When you select one of the options you will see examples of that option.
    • Complete the description for each option and explain how you gather consent in your own words.
      Note: You can only send texts to consumers who have provided you consent. Provide as much detail as possible. If you collect any phone numbers from your website, you must select the website option and provide details of how you gather consent. Otherwise, your campaign will be rejected.
      • Verbal: For example, while on the phone with the user, you ask the customer to confirm if they wish to receive additional information via SMS. If the user agrees, the information is sent.
        Note: This description is required and cannot be edited. The Verbal option is selected as a default consent method and the description is pre-populated. If you are not using this as a consent method, uncheck this box.
      • Inbound SMS: For example, you provide a phone number on your website for customers to reach out first.
        • Select from the following options:
          • Website
          • Email
          • Written form
          • Other
      • Website: For example, on your website, users opt-in to receive messages, and they select a checkbox to receive further communications via SMS. If the box is not checked, they will not receive messages.
        • Enter the brand website in the URL field.
      • Email: For example, you send out a marketing email with a button that asks users to opt in to receive text messages.
      • Written Form: For example, when a patient comes to your office, you provide a paper form with a checkbox that opts them in to receive messages.
      • Other: For example, you provide a button to your social media groups on Facebook and Instagram that asks users to opt into receiving messages.
  3. In the Website Requirements section, complete the following information:
    • Privacy Policy: Enter a link in the URL field to the privacy policy section of your brand website. Your brand website must have a third-party privacy policy to include a notice for text messaging to prove to the carrier that consumer data and consent are being handled properly.
      • Select the following checkbox: I confirm that I have added the required privacy policy to my brand website and understand that my campaign will be rejected without this update.
    • SMS Disclosure: Attach at least 1 file or image of your web forms where the disclosure is fully displayed. Your brand website must have an SMS disclosure on all web forms that collect phone numbers for opt-in messaging.
      Note: If you are using any web form to collect phone numbers from your brand website, ensure that the disclosure is updated below each of these web forms: By providing a telephone number and submitting this form you are consenting to be contacted by SMS text message. Message & data rates may apply. You can reply STOP to opt-out of further messaging.
      • Under Opt-in Attachments, click Upload to upload a file (screenshot of the webform) after completing the above disclosure update.
        Note: The maximum file size is 10 MB. The supported file types are JPG, PNG, and PDF.
      • Select this checkbox: I confirm that I have added the required SMS disclosure to all webforms that collect phone numbers for opt-in messaging. I also understand that my campaign will be rejected if I do not add these disclosures.
      • (Optional) If you are not using web forms to collect phone numbers, select this checkbox: Check this box if you do not use webforms to collect phone numbers for text messaging opt-in. This statement will be passed onto the carrier as part of your campaign review.
  4. In the User Permissions section, select how you want to enforce Opt-In and Opt-Out for your numbers associated with the campaign:
    • Under Oubound messages to unknown numbers, choose an option for outbound messages to unknown numbers (i.e., numbers you are texting for the first time).
      Note: Because Zoom cannot verify whether a person has given consent through methods other than SMS, only select the first or second option below if you can verify that you're gathering consent through other methods such as verbal, email, written form, etc.
      • Allow my users to send any message: This is the default option. Users can send any message to any number if this option is selected. They will receive a warning on the Zoom app before sending the message that states: We do not know if you have gained consent from this number. Please ensure that you have consent to text this number. Please note that this warning will not prevent the message from being sent.
      • Require my users to send the Opt-in message and wait for the Opt-in response: This option is where the user will be forced to send a message requesting opt-in before being able to send any other message. The recipient must respond to the Opt-in message with the Opt-in keyword. Only then can subsequent messages be sent.
      • Prevent my users from sending any outbound message: This option prevents users from sending any outbound messages.
    • Under Inbound messages from unknown numbers, determine what your users can do if a new number has initiated a conversation:
      • Allow my users to send any message: This default option allows you to respond to an incoming message as soon as it is received. Inbound SMS is deemed as consent from the sender.
      • Automatically send a message that asks them to Opt-in and wait for the Opt-in response: Once an inbound message has been received, an automated Opt-out message is sent and the recipient must respond with the Opt-in keyword before the user can send them any other messages. This provides an additional layer of compliance for inbound messages.
  5. In the Opt-In Messaging section, set up message templates (sent during opt-in, opt-out, and similar events), then click Save:
    • Opt-In Message: This is the first message that will be sent to the recipient to request opt-in consent. A carrier-approved message is pre-populated. Click Edit to customize the opt-in message, then click Save.
      • Message preview: Preview the message for the opt-in message.
        Note: This message cannot be edited except for the additions.
      • Additions: Enter your additional message or customization for the opt-in preview or message attachment. This content will be added to the message preview and appear after the sentence that ends with your brand name.
      • Start text: Enter the start text for opt-in messaging. This keyword will be added to the message above and will appear at the beginning of the message after the word Text.
    • Auto Appended Message: This content will be additional text that is included at the end of your message(s) to the recipient. This is added to ensure your messages are compliant with carrier requirements. Click Edit to edit the auto-appended message, then click Save.
      • Message preview: Preview the message for the auto-appended message.
        Note: This message cannot be edited except for the additions.
      • Add customization to Auto appended message: Add customized text to auto-appended message text. This content will be added to the beginning of the message preview.
    • Frequency: Select this option for this trailing text to be included in outbound messages. By default, for a new number, the Auto Appended Message text will be sent on the first outbound message only. Select from the following options for the message frequency, then click Save:
      Note: The auto-appended text does not get added to the trailing text for Opt In/Opt Out messaging and Help messages.
      • Always on every message: Include this content on all outbound messages. This is the recommended option.
      • On first outbound messages only: Include this content on only the first outbound message sent after the initial Opt-in Message.
    • View the Response to Opt-in content that will be sent when the recipient responds to your message with the opt-in text. You can also view the response's Keywords.
    • View the Response to Opt-out content that will be sent when the recipient responds to your message with the opt-out text. You can also view the response's Keywords.
      Note: Only the phone number that receives the Stop keyword is opted out from sending messages.
    • Response to Help: This is the content that will be sent when the recipient responds to your message with HELP. Click Edit to edit the response to help, then click Save. You can also view the response's Keywords.
      • Contact type: Click the dropdown and select the contact type. Your business must offer additional assistance to your customers through either a website, email, or phone number. Correctly entered URLs and emails will turn into hyperlinks after you save your changes.
      • Contact info: Enter the contact information for your brand's help section. These contact details will be added to the carrier-approved message template.
  6. Click Continue.
    You will be directed to the Carrier Questions section.

Carrier Questions

After completing the Campaign Details section, enter information for the Carrier Questions section:

  1. In the Carrier Campaign Questions section, complete the following information:
    Note: You will provide information about your company’s SMS message categories and related information.
    • Will messages include:
      • URL links?: Select Yes or No.
      • Phone Numbers?: Select Yes or No.
      • Age-gated content?: Select Yes or No.
      • Lending or Loan Arrangements?: Select Yes or No.
        Note: If your business is related to lending or loans in any way, you must select this option as Yes. Otherwise, your campaign will be rejected.
  2. In the Sample Messages section, enter the following:
    Note: You can provide up to five sample messages of the type you expect your company to send. For your sample message, you must add Reply with STOP to cancel at the end of every sample message you create. Without this at the end of your message, your campaign will be rejected. Zoom will support STOP to cancel receiving messages on your behalf. Additionally, ensure that the name of your business/brand is mentioned.
    • In Sample Message 1 box, type your first sample message. Ensure that the name of your business/brand is mentioned. Otherwise, your campaign will be rejected.
    • In Sample Message 2 box, type your second sample message. Ensure that the name of your business/brand is mentioned. Otherwise, your campaign will be rejected.
    • (Optional) Click + Add another Sample Message to add additional sample messages.
  3. Click Continue.
    You will be directed to the Confirmation section.

Confirmation

After completing the Carrier Questions section, review the Confirmation page.

  1. On the Confirmation page, review the Requirements & Details and Carrier Questions sections.
  2. Click Edit to make any changes, then click Save if you make any changes.
  3. Once your review is complete, click Submit.
    Note: Allow up to 4 weeks for carriers' review and approval.

How to edit and resubmit an SMS campaign

Note: You cannot edit campaigns in pending status. They must be active or rejected.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. 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.
  4. To the right of the field you want to edit, click Edit and make the changes.
  5. Click Save.
  6. 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.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. Delete an SMS campaign in the following ways:
    • Delete from the SMS Campaigns page:
      1. Under SMS Campaigns, to the right of a campaign you want to delete, click the ellipsis , then click Delete.
        A confirmation window will appear.
      2. In the window, click Delete to confirm.
    • Delete from the SMS campaign details page:
      1. Under SMS Campaigns, click the name of the campaign you want to delete.
      2. Click Delete campaign.
        A confirmation window will appear.
      3. In the window, click Delete to confirm.
  4. 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 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.

Notes:

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.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. 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.

Assign 48 numbers or less to the SMS Campaign

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. Confirm your campaign is approved.
  3. In the navigation menu, click Phone System Management, then click Phone Numbers.
  4. Select the Assigned tab, then to the left of the phone numbers, select the check box of the number you desire to assign.
  5. (Optional) Click Add to add a new phone number to your campaign.
  6. On the top left of the list, click Assign SMS/MMS Campaign.
  7. In the Choose Campaign dropdown, select the campaign to which you want to assign the phone number.
  8. Click Submit.
  9. In the dialog box, stating Your request has been submitted. Please allow one business day for SMS/MMS activation, click Close.

Assign 49 numbers or more to the SMS Campaign

Note: These requests can take up to 4 weeks to process.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. Confirm your campaign is approved.
    Note: If the campaign is not approved, your request to add more numbers will be denied and the ticket will automatically close.
  3. Create a support ticket for the Zoom Phone porting team as follows:
    1. In the request type dropdown box, select Zoom Phone Number Porting.
      A Required Information page will appear.
    2. In the Type of Issue dropdown box, select 10DLC/TF SMS Verification.
      Note: Make sure you provide all required information noted by a star *.
    3. 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.
      Note: 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.

Once your campaign has been approved for 49 numbers or more, you can follow the directions below to assign the campaign to phone numbers.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Phone System Management, then click Phone Numbers.
  3. Select the Assigned tab,
  4. To the left of the phone numbers, select the check box of the number(s) you desire to assign.
  5. (Optional) Click Assign SMS/MMS Campaign to assign a campaign to the selected phone numbers.
  6. In the popup, click the dropdown menu, select your campaign, and submit it.
  7. In the For Individual section, click on the number.
  8. Click the choose campaign box and select your campaign to the right of SMS/MMS.
    Note: This is supported for US phone numbers and requires a 10-digit long code (DLC) campaign. If the phone number selected is not applicable to SMS, you will see a dialog box stating The numbers you selected do not support messaging.
  9. In the dialog box, stating Your request has been submitted. Please allow one business day for SMS/MMS activation, click Close.

Note: If you have any questions surrounding a campaign of more than 49 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.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Phone System Management, then click Phone numbers.
  3. 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.
  4. Click Disable SMS/MMS.
  5. In the dialog box, Disable SMS/MMS for Selected Numbers, verify the list of phone numbers to disable from the campaign.
  6. Click Save.
  7. In the dialog box, Your numbers were successfully disabled for SMS/MMS, click Close.

Guidelines for setting up Zoom SMS with 10DLC Compliance for conversational messaging

Learn more about the guidelines for setting up Zoom SMS with 10DLC for a person-to-person messaging scenario.

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.

Notes:

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Phone Numbers.
  3. Click the Assigned tab.
  4. Next to the phone numbers, select the check boxes of the numbers you want to assign.
  5. At the top of the table, click Assign SMS/MMS.
  6. Select an SMS Campaign to assign the numbers to.
  7. Click Submit.
  8. 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.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Phone Numbers.
  3. 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.
  4. Click Disable SMS/MMS.
  5. In the dialog box, Disable SMS/MMS for Selected Numbers, verify the list of phone numbers to disable from the campaign.
  6. Click Save.
  7. In the dialog box, Your numbers were successfully disabled for SMS/MMS, click Close.

How to view phone numbers assigned to a Campaign

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. Click on the desired campaign.
  4. 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.
  5. 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:

  1. Visit Contact Center Management logs.
  2. Select the Engagements tab.
  3. 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.