Upgrading 10DLC low volume campaigns to high volume

Low-volume 10 DLC campaigns have lower throughput rates from carriers. If your business requires higher messaging throughput, upgrading to a high-volume campaign will help achieve this. High-volume campaigns benefit from brand vetting, allowing you to enjoy the highest possible throughput offered by carriers.

Before upgrading your low-volume 10 DLC campaign to a high-volume campaign, make sure you meet these requirements:

• Your campaign must be activated and in good standing
• Your brand type cannot be Sole Proprietor
• Your entity type cannot be Non-Profit
• If your entity type is Public Profit, you must have completed the mandatory 2FA email verification

Learn more about SMS/MMS 10DLC Compliance for Zoom Phone, Zoom Contact Center, and Zoom Meetings.

Requirements for upgrading 10 DLC campaigns

• Zoom Phone account owner, or account owner/admin privileges with SMS Campaign privileges
• A compliant privacy policy that states you do not share/sell your customers' mobile information with third parties

Limitations for 10-Digit Long Code compliance

SMS/MMS 10-Digit Long Code compliance has the following limitations:

• You must create a brand and campaign to be able to assign phone numbers to your campaign.
• Zoom allows customers to create multiple brands and campaigns. The first brand and the first low-volume campaign created are free of charge. All high-volume campaigns will be charged at $10/campaign/month. Zoom will pass through charges for additional registered brands ($5/additional brand/ month) and campaigns ($10/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 on assigning 50 numbers or more.

How to upgrade a 10DLC 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 Number Management then SMS Campaigns.
3. In the SMS Campaigns section, locate your SMS campaign.
   If your campaign is eligible for an upgrade, you will see an Upgrade available tag and an Upgrade button.
4. To the right of the campaign, click the Upgrade button.
   A pop-up window will appear, where you will be prompted to sign a Letter of Authorization (LOA) to ensure that Zoom's underlying SMS carrier can provision SMS on all numbers.
5. Clicking the Upgrade button clones your existing 10DLC campaign and automatically creates and submits a new campaign with the high-volume use case. Zoom will pass through the cost of the high-volume SMS campaign.
6. The campaign will then undergo the usual carrier review.
7. If the campaign is rejected, fix the deficiencies in the campaign and resubmit it to the carrier.
8. Once the carrier approves the campaign and it is in Active Status, the numbers will be automatically migrated from the existing low-rate campaign to the newly approved high-rate campaign.
   Note: You will be able to see how many numbers have been successfully migrated at any given point from the detailed campaign view. Numbers currently assigned to your old campaign will continue to work. Numbers that get assigned to the new campaign will enjoy the higher messaging throughput. There will only be a brief SMS outage at the time the number transitions from the low-volume campaign to the high-volume campaign.
9. (Optional) After the numbers have completed migration to the new campaign, delete the old low-volume campaign.
   This will be marked with a Duplicated campaign tag. You can delete this campaign as the final step of the migration.

Note: The migration is done in small increments of 25 numbers so that the process does not encounter system failures. Migration activity is auto-scheduled for after hours.

How to upgrade legacy campaigns

Legacy campaigns that were approved before June 2023 are not eligible for the full "one-click" upgrade. These campaigns require a different upgrade process:

1. Legacy campaigns will be tagged with a label Partial Upgrade Available. This means your existing campaign is missing one of the many new requirements that have been in place since 2023.
2. You will be prompted to create a new high-volume campaign and to fill in the details as per the new 10DLC requirements, as opposed to the system automatically cloning your campaign.
3. Once the campaign is submitted, it will be reviewed by carriers as per the usual review process. Rejected campaigns can be edited and resubmitted.
   Note: Zoom will pass through the cost of the high-volume SMS campaign.
4. Once the carrier approves the campaign and it is in Active Status, you will have an option to click the Migrate button.
   All the numbers will be automatically migrated from the existing low-rate campaign to the newly approved high-rate campaign.
5. After the numbers have completed migration to the new campaign, you will have an option to delete the old low-volume campaign. This will be marked with a tag Duplicated campaign. You can delete this campaign as the final step of the migration.

Notes:

• You will be able to see how many numbers have been successfully migrated at any given point from the detailed campaign view. Numbers currently assigned to your old campaign will continue to work. Numbers that get assigned to the new campaign will enjoy the higher messaging throughput. There will only be a brief SMS outage at the time the number transitions from the low-volume campaign to the high-volume campaign.
• The migration is done in small increments of 25 numbers so that the process does not encounter system failures. Migration activity is auto-scheduled for after hours.

Frequently asked questions about upgrading to high-volume 10DLC campaigns

What campaigns are not eligible? Why am I not seeing the "Upgrade" button?

10DLC campaigns cannot be upgraded if they fall into the following categories:

• Inactivated campaigns
• If you have a Sole Proprietor brand type
• If your entity type is Non-Profit
• If your entity type is Public Profit, but you have not completed the mandatory 2FA email verification

Will all numbers be migrated?

Yes, all numbers associated with an existing campaign will be migrated to the new campaign. If you only wish to enable high-throughput messaging on a few select numbers, it is recommended that you create a new high-volume campaign using the Create Campaign button instead of upgrading the low-volume campaign.

Can I migrate back to a low-volume campaign?

No. This is not a reversible process. Migrating back to a low-volume campaign is not supported. Please do not initiate migration if you wish to continue with your low-volume campaign.

Is migration mandatory?

No, migration is not mandatory. If you are happy with your current throughput, you can choose not to migrate. However, if your messaging requirements need higher throughputs, migration is highly recommended. You can also create an additional high-volume campaign as an alternative to migration, but you will need to complete all the steps manually for this campaign.