Japan SMS registration guide for Zoom Phone and Contact Center

Japan SMS registration is required by Japan mobile carriers to enable business-to-consumer (A2P) messaging on Japan-based phone numbers. This feature enables account owners and admins to sign up their organization for Japan A2P messaging to use SMS with Zoom Phone and Zoom Contact Center.

The entire process, which includes external approval from mobile carriers, takes a minimum of 2 weeks. Business registration doesn't need approval. However, if any inconsistencies are flagged during approval of SMS registration, then the customer may have to go back and update the business registration accordingly. Number is assigned to the SMS registration before it is sent out for approval.

Note: Zoom suggests that you start this process as early as possible to help ensure that the external approvals align with your implementation timelines.

Requirements for Japan SMS registration

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

Limitations for Japan A2P SMS capabilities granted through Japan SMS registrations

• Business registration and SMS registration processes are mandatory for enabling A2P SMS on Japanese phone numbers.
• SMS capabilities are only available for outbound direction. For example, from numbers assigned to the SMS registration towards end customers/consumers.
• For SoftBank network recipients, the actual phone number will not appear as the sender ID. Instead, SoftBank displays a unique sender ID for all SMS messages, regardless of your registered business or assigned number.
  • This restriction is imposed by SoftBank and applies to all A2P SMS messages from any SMS aggregator.
  • SoftBank assigns a unique sender ID to each SMS aggregator.
• Overall Zoom cap on SMS-enabled numbers across Zoom: All SMS aggregators in Japan are subject to a fixed limit on the quantity of phone numbers that can be enabled for SMS. These restrictions on overall quantity are enforced by the Mobile Network Operators (MNOs). Zoom needs to carefully manage the overall quantity of phone numbers enabled with SMS capabilities by implementing a two-part strategy: (1) judiciously enable SMS functionality after a thorough assessment, and (2) regularly audit numbers for SMS usage patterns. Numbers with zero or insufficient SMS activity will have their SMS capability removed by Zoom to maintain the total count below threshold limits, ensuring capacity remains available for legitimate numbers that actively generate SMS traffic.
• Number assignment restrictions: SMS registration approvals are subject to strict quantity limitations. While a single SMS registration with one phone number is typically approved without issue, the following restrictions apply:
  • Same Use Case: Additional numbers or SMS registrations for the same business use case will be rejected by Zoom.
  • Different Use Cases: Additional numbers or SMS registrations for different use cases will undergo enhanced scrutiny from both Zoom and the underlying mobile carriers before approval.

How to access the Japan SMS registration in the Zoom web portal

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click Product configuration then click Numbers followed by SMS Setup.
4. Click the Japan tab. 
   Note: If you don't see the Japan tab, follow the steps to add a business registration for the first time.

How to create a business registration to register the business information

You can create a business registration to register your business information with the Japan-based mobile carriers. This is required to use SMS with Zoom.

Business registration is mandatory before creating an SMS registration.

Notes:

• Business registration does not have a separate approval process. Instead, the business information will be validated by Japan-based carriers when the SMS registration approval request is submitted to them.
• Information under business registration can be updated at any time, unless the SMS registration associated with this business is in pending or active status.

1. Access the Japan SMS registration page in the Zoom web portal.
2. Follow the steps below based on whether you are adding a business registration for the first time or already have an existing one: 
   • If you are adding a business registration for the first time:
     1. Click Add country/region.
     2. Select Japan from the dropdown menu.
     3. Click Next.
   • If you already have an existing business registration for Japan:
     1. Click the Japan tab.
     2. Click Create business registration.
3. On the New business registration page, enter the following:
   • Country/Region of Registration: Japan
   • Prefecture: Enter the prefecture.
   • Registered business name: This legal company should be the owner of the corporate number, which will be entered in the next steps.
   • Brand/Department name: Enter the brand or department name that will use this SMS service within your organization.
   • Corporate number: Enter a valid corporate number that will be verified against your legal company name by mobile carriers. This verification is essential for completing the SMS registration process.
   • Website: Add the official working website representing the legal company name.
4. Click Continue.
5. Review the business details then click Submit.

Managing the life cycle of business registration

1. Japan-based business registrations are accessible within Japan via SMS setup.
2. Business information can be updated or deleted anytime unless it has any active or pending SMS registrations.
3. You may be asked to update business registration information depending on the rejected reason.

How to edit a business registration

1. Access the Japan SMS registration page in the Zoom web portal.
2. Click the applicable registered business name. 
   You will be directed to the registration details page. The Edit option is available for all editable fields in the registration.
3. To the right of the field you want to edit, click Edit and make the changes.
4. Click Save.
5. Review the business details then click Resubmit to resubmit the registration with all your changes.

How to delete a business registration

1. Access the Japan SMS registration page in the Zoom web portal.
2. To the right of the registered business name, click the More icon then click Delete.
3. If a verification dialog appears, click Delete to confirm the change. 
   Note: Once a business registration is deleted, it can't be undone and you will need to create a new business registration.

How to create an SMS registration

1. Create an SMS registration

Once the business registration is created, you can create an SMS registration. The SMS registration will be used to assign your company phone numbers and enable SMS.

1. Access the Japan SMS registration page in the Zoom web portal.
2. Click + Create SMS registration.
   You will be directed to the New SMS registration page.
3. Configure your SMS registration as follows:
   1. Checklist Requirement:
      1. Click the Japan SMS registration checklist link.
         Note: The link will direct you to this article to review the Japan SMS registration and consent to SMS messaging details below. You are required to open and view the link before continuing.
      2. After opening and reviewing the link, select the I confirm that I have read and understood the Japan SMS registration creation checklist checkbox.
   2. Registration Details:
      • Registered business: Select the registered business from the drop-down.
      • SMS registration name: Enter a name for your registration.
      • Usage purpose: Enter the purpose for which SMS is sent out. For example, appointment reminders, sending out the survey link, and booking confirmation.
      • Sender ID: Assign Japan-based phone numbers as Sender IDs. You can use either Zoom's native numbers (0ABJ, 050, 0120, or 0800) or your own numbers that you have added to the Zoom platform via BYOC (Bring Your Own Carrier).
        • Zoom native number: No additional proof is required when assigning this number to SMS registration. Zoom will automatically create the Letter of Authorization (LOA) and share it with the mobile carriers.
        • BYOC number: To establish ownership of your selected number, you must upload proof that links them to your registered business. Acceptable documents include invoices, order forms, or contracts between your business and the carrier.
          • Screenshot of the website showing this number will be an added advantage to make the case strong.
        • Zoom will generate a Letter of Authorization (LoA) to confirm the relationship between Zoom and your organization. You will need to review and accept this LoA.
        • One Number Per SMS Registration: Each SMS registration is limited to one phone number to represent a single business use case (such as sales, collections, or customer service). This SMS service is designed for business-to-consumer communication, with restrictions on how many phone numbers a customer can enable. Zoom will reject multiple SMS registration requests for the same use case. Customers should carefully evaluate their needs before submitting SMS registrations. Requests for multiple use cases will require additional review and approval from both Zoom and Japan-based mobile network operators(MNO's). Phone numbers enabled for SMS that fail to generate usage may lose their SMS capability during Zoom and MNO's auditing process.
        • SMS registration number rejection: Mobile carriers may reject certain numbers assigned to your SMS registration. In such cases, the registration will only be approved for numbers that pass carrier validation.
      • Description: Describe how your organization uses SMS. Provide details that cover who will send 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.
      • SMS volume tier: Choose a SMS volume tier for your registration. The default volume tier is High Volume. This is to help you get the maximum possible throughput allowed for your business. You will also have an option to choose to register your registration with the Low Volume tier.
      • Usage time: Call out the duration for sending out SMS. For example, SMS against this SMS registration will be sent between 9 AM and 5 PM, or 11 AM and 10 PM.
   3. Consent to SMS Messaging
      • Under How are you gathering consent to send SMS/MMS?, select the applicable checkboxes of how you are gathering consent from SMS recipients by selecting the following options that apply to your registration.
        Note: You must select at least one of these options. When you select one of the options, you will see examples of that option.
        • 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.
        • 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.
      • Complete the description for each selected 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 registration will be rejected.
4. Click Continue to the sample message section.

2. Configure the sample message

Configure the sample message:

1. 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.
   1. In Sample Message 1, type your first sample message. Ensure that the name of your business/brand is mentioned. Otherwise, your registration will be rejected.
   2. In Sample Message 2, type your second sample message. Ensure that the name of your business/brand is mentioned. Otherwise, your registration will be rejected.
   3. (Optional) Click + Add another Sample Message to add additional sample messages.
2. Click Submit.

How to manage the SMS registration lifecycle

Note: You cannot edit registration in active or pending status. They must be rejected in order to edit them.

1. Access the Japan SMS registration page in the Zoom web portal.
2. Under SMS registrations, click the name of the registration you want to manage.
   You will be directed to the registration details page. The Edit option is available for all editable fields in the registration.
3. To the right of the field you want to edit, click Edit and make the changes.
4. Click Save.
5. Click Resubmit to resubmit the registration with all your changes.
   You can also assign additional phone numbers as a sender ID for active SMS registration.

How to manage the number assignment to the SMS registration

• Number assignment is mandatory during SMS registration creation.
• The assigned number may get approved or rejected depending on the ownership proof shared for those numbers.
  • Approval status of the number will be reflected in the Sender ID section.
  • Status will be reflected as rejected for the number that is rejected by mobile carriers.