Ten-digit long code (10DLC) is a carrier-sanctioned channel that allows brands to send application-to-person (A2P) text messages using ten-digit local numbers in the United States. 10DLC offers brand recognition, engagement opportunity, and cost efficiency. They are ideal for A2P transactional messages such as notifications and reminders, one-time pin codes, product and service updates, and small-scale marketing campaigns.

When you complete your 10DLC brand registration, your brand will receive a Trust Score from 0 to 100 from an independent party called The Campaign Registry (TCR). This rating influences the maximum message throughput that will be allocated to your campaign.

The purpose of this document is to guide you through completing your 10DLC Registration Form. Within the 10DLC Registration Form, you can provide information about your brand and SMS campaign. LiveVox uses this information to work with SMS providers to vet your brand and determine your Trust Score. Once you have a valid Trust Score, you will then be able to request 10DLC numbers and begin sending text messages to your customers.

Company Information

FieldsSample InformationNotes for Form Completion
Registered Company name:ABC Company, Inc.During brand registration, the Registered Company name, Registered Company mailing address, and Company tax ID number (EIN) are validated with third third-party independent sources. It is important you provide this information exactly as it is registered to avoid delays in verification.
Registered Company mailing address:123 Main St San Francisco, CA 94111
Company tax ID number:                             

If outside the US, provide the local tax ID, and in addition a DUNS, GIIN, or LEI number                             

 		12-3456789
Primary contact name:John SmithPrimary contact name and Primary phone number refer to the name and phone number of the individual who can answer questions about the 10DLC registration form.
Primary phone number:(415) 123-4567
Company web page (optional for private companies only):https://abc-company.comIf you are a public company, provide a link to your Company web page.
Industry Sector:Financial ServicesDescribe your company’s industry sector in a couple of words. For example, Financial Services, Student Loans, Healthcare, or Retail.
Company Type (select one):
  • Public company
  • Private company
  • Charity/Non-Profit (50l(c)(3/4/5/6)) organization
  • Government organization
Select the checkbox that best describes your Company Type. You must select from one of the four available options. Do not write in a fifth option.  
Stock exchange short name & symbol and where it's traded (for public companies only):ABCCIf you indicated you are a public company, provide your stock exchange short name. This is also known as your Stock Symbol or Stock Ticker. If you are not a public company, leave this field blank.
Support email address:support@abccompany.comThe Support email address and Support phone number refer to the email and phone that your customers would use to contact your company.
Support phone number:(888) 123-4567

Before you proceed to the next section:

  • If you are a public company, verify you completed every field within the Company Information section.
  • If you are not a public company, verify you completed every field within the Company Information section except for the stock exchange short name. We recommend you provide your company web page to expedite verification, but you may choose to leave this field blank if you do not have a website.

Brand Vetting

FieldsSample InformationNotes for Form Completion
Would you like Sinch to vet your brand ($40)? (Highly recommended) *lf your brand has been vetted before, please provide your trust score and vetting ID and token:
  • Yes
  • No

Vetting Score:                         
Vetting ID:                         
Vetting Token:

  • If this is the first time your program is using 10DLC, click the Yes checkbox to indicate you want your brand to be vetted.
  • If your program used 10DLC in the past with LiveVox, ask your LiveVox representative to complete the Brand Vetting section on your behalf.
  • If your program used 10DLC in the past with another vendor, click the No checkbox and provide your Vetting Score, Vetting ID, and Vetting Token. If you registered your brand directly with The Campaign Registry (TCR), you can obtain this information from TCR. If you registered through another vendor, contact your vendor to request this information.

Campaign Information

FieldsSample InformationNotes for Form Completion

Campaign description: 

Please provide a campaign description

Notify customers about changes to their order status and remind them about upcoming payments.

Use the Campaign description to describe how you plan to use the 10DLC number to interact with your customers. We recommend providing a clear and detailed description.

  • Example of a good description: “Notify customers about changes to their order status”
  • Example of a poor description: “Customer care”

Select the checkbox that best describes your Use Case. You must use one of the available options. Do not write in your own use case. See 10DLC Use Cases for use case definitions.

Use Case: 

Please select your 10DLC campaign use case (Select one use case; Mixed use case requires sub-use case selection)

Standard Use Case ($10 monthly fee):

  • 2FA and Pin Codes
  • Account Notification
  • Customer Care
  • Delivery Notification
  • Fraud Alert Messaging
  • Higher Education
  • Machine to Machine
  • Marketing
  • Polling and voting
  • Public Service Announcement
  • Security Alert
  • Mixed

Select 2 to 5 sub-use cases:

  • 2FA
  • Higher Education
  • Account Notification
  • Marketing
  • Customer Care
  • Polling and voting

Call To Action

FieldsSample InformationNotes for Form Completion

Call-to-Action (CTA) / Message Flow:

Please describe how a consumer opts-in to the campaign, therefore giving consent to the sender to receive their messages. The Call-to-Action must be explicitly clear and inform the consumer of the nature of the program. In this section, we need to fully understand how consent is provided. 

Call to action must include a clear program description, instruction on how to opt in, message frequency (»msgs/mo, message frequency varies, etc), pricing disclosure (Message and data rates may apply), links to Terms & Conditions and Privacy Policy (Must be clear that end user's personal info will not be shared or sold to third parties for the purpose of marketing.) 

If multiple opt-in methods can be used for the same campaign, you must list them all.

How end user will be opting into the program: 

  • Entering a telephone number through a website 
  • Clicking a button on a mobile webpage 
  • Mobile Originated (MO) keyword 
  • Signing up at a point-of-sale (POS) 
  • Opting-in over the phone using interactive voice response (IVR) 

Call-To-Action: 

Consumer agrees to https://company.com/terms-of-service when signing up for service.

Specifically, paragraph 19. Telephone Communications With You Regarding Your Account or Service. You agree that ABC Company and its agents may call or text you at any phone number (landline or wireless) that you provide to us, using an automated dialing system and/or a prerecorded message, for non-promotional service and/or account-related purposes, such as appointment confirmations, service alerts, billing and collection issues or account recovery concerns. You agree to notify us: (1) if any such phone number changes; (2) is no longer active; or (3) is ported from a landline to a wireless phone number. You can manage your contact preferences by logging into your account at https://company.com. Message frequency depends on account status. Message and data rates may apply. For full terms and conditions, visit https://company.com/sms. For privacy policy, visit https://companv.com/about/legal/privacy.

  • The Call To Action (CTA) describes how the customer provides consent to receive text messages from your program.
  • Commonly, the customer opts in to receive text messages when they sign a contract, submit an application, or sign up for your service through your website. In the 10DLC Registration Form, describe how the customer provides consent to receive text messages from your program and provide the specific contract or website language.
  • In order to obtain a 10DLC number, you must demonstrate direct consent between the customer and your program. The program name in your CTA must match the program name (how you identify yourself) within your messages to the customer. Passthrough consent is not a permissible form of consent for 10DLC registration.

Before you proceed to the next section, verify your Call To Action includes the following required elements:

  • Your program name
  • How the customer opts in to receive text messages from your program
  • Message frequency
  • Pricing disclosure
  • A link to your Terms & Conditions
  • A link to your Privacy Policy
  • The vetting agency does not accept images or attachments. Please copy and paste your Call To Action directly into the 10DLC registration form. Do not include screenshots or provide separate files.

Opt-In

FieldsSample InformationNotes for Form Completion

Opt-ln Keywords: 

Please list all keywords used to opt the consumer into the campaign.

START, BEGIN, CONFIRM, SUBSCRIBE, CONTINUE, UNSTOP
  • The Opt-In Keywords are the keywords that the customer can text to your 10DLC number to subscribe or resubscribe to your program.
    • You must provide Opt-In Keywords even if your customers primarily opt-in through other methods, such as a contract, application, or at the point of sale.
    • If a customer opts out of your SMS program and later changes their mind, they can use an Opt-In Keyword to resubscribe to your SMS program.
    • The default LiveVox configuration supports the following keywords: START, BEGIN, CONFIRM, SUBSCRIBE, CONTINUE, UNSTOP.
    • You may choose to modify your LiveVox configuration to alter these keywords.
  • The Opt-in Message is the auto-response the customer receives when they text Opt-in Keywords to your 10DLC number.
  • The Opt-in Message must include:
    • Your program name
    • Confirmation that the customer has opted into a recurring message campaign. Message and data rates may apply
    • How to get help
    • How to opt out of the message campaign 

Opt-in / Confirmation Message:

Please provide the opt-in confirmation Mobile Terminated (MT) message: 

The opt-in/confirmation MT message response must include Program (Brand) name OR product description, confirmation of opt-in enrollment to a recurring message campaign, how to get help (HELP keyword), and clear description of how to opt-out (STOP keyword).

Welcome to ABC Company alerts. Message frequency varies based on account status. Msg data rates may apply. Reply HELP for help. STOP to unsubscribe.

Templates

FieldsSample InformationNotes for Form Completion

Sample Messages:

Please provide sample messages you are planning to use for your 10DLC campaign. Up to 3 templates can be provided under one campaign.

Template 1:

ABC Company: Your order is on its way! Visit www.company.com/trackinq to see the latest status. Reply STOP to unsubscribe

Template 2:

ABC Company: There was an issue with your order. Please check your email for additional information. Reply STOP to unsubscribe

Template 3:

ABC Company: Your payment is due soon. Visit www.company.com/pay to schedule your payment. Reply STOP to unsubscribe

Provide up to three sample messages that represent the content you plan to send to your customers.

You must provide at least one sample message. Do not provide more than three sample messages.

We strongly recommend you identify your program name within the message content, so the customer knows who you are and are less likely to opt-out or report your message as spam.

Help

FieldsSample InformationNotes for Form Completion

HELP Message:

Please provide the MT response to the HELP keyword or consumer's request for support contact information.

Response must include Program (Brand) name OR product description and include additional support contact information.

ABC Company: Message frequency varies. For assistance visit https://company.com or call 555-555-5555. Msg&data rates may apply. Reply STOP to unsubscribe

  • The Help Message is the auto-response the customer receives when they text a help keyword to your 10DLC number.
    • Your Help Message must include your program name as well as a website and/or phone number where the customer can get additional support.
  • Help Keywords are the keywords the customer can text into your 10DLC number to get contact information for support.
    • The default LiveVox configuration supports the following Help keywords: HELP
    • You may modify your LiveVox configuration to add additional help keywords. Per CTIA guidelines, you cannot remove HELP itself as a keyword.

HELP Keywords:

Please provide any keywords used to reply to a consumer's request for support contact information.

HELP should be supported by default, but it is highly recommended to support additional keywords, such as INFO.

HELP

Opt-Out

FieldsSample InformationNotes for Form Completion

Opt-out Keywords:

Please provide any additional keywords used to opt a consumer out of a campaign.

STOP should be supported by default, but it is highly recommended to support additional opt-out keywords including END, CANCEL, QUIT, and UNSUBSCRIBE.

All Opt-Out keywords identified above should work, should not be case sensitive, and should result in the Subscriber being removed from that campaign unless the subscriber opts back in.

STOP, END, CANCEL, UNSUBSCRIBE, QUIT

  • Opt-out Keywords are the keywords the customer can text into your 10DLC number to opt-out or unsubscribe from your SMS program.
  • The Opt-out Message is the auto-response the customer receives when they text an opt-out keyword to your 10DLC number.

Opt-out Message:

Please provide the MT response to the STOP keyword.

Response must include Program (Brand) name OR product description, and confirmation that no further messages will be delivered.

ABC Company: You will receive no further

messages. Reply START to resubscribe or call 555-555-5555.

Before you proceed to the next section, verify your template and keywords meet the following requirements: 

  • Your sample message, opt-in message, opt-out message, and help message include your program name.
  • The program name in your messages matches the program name from your Call To Action (CTA).
  • Your opt-in message makes the customer aware they are opting into a recurring message campaign.
  • Your opt-in message makes the customer aware of how they can opt-out and get help.
  • Your opt-out message confirms the customer will receive no further messages from your SMS campaign.
  • Your help message includes a website and/or phone number.
  • Your opt-out keywords include STOP.
  • Your help keywords include HELP.

Additional Features

FieldsSample InformationNotes for Form Completion

MMS or Voice: Does your use case require voice or MMS capabilities?

No
  • LiveVox does not presently support MMS or Voice on 10DLC numbers. Indicate No for this field.
  • Check the Partial Port box if you want to port 10DLC numbers from another provider to LiveVox. Note that porting typically takes 45+ days.
  • Use the Number Pool field to indicate how many 10DLC numbers you want to procure 
  • Use the Monthly Volume field to indicate the number of SMS messages you plan to send per month 
  • Use the Requested Area Code field to indicate the preferred area code for your 10DLC numbers. We recommend you complete this section, but you may choose to leave it blank. If you leave this field blank, you will receive an arbitrary area code

Are you porting or migrating numbers to Sinch from a different provider?

  • Partial Port (SMS/MMS Only)
  • Complete Port (Voice, SMS, MMS)

Number Pool: Are you planning to use a pool of numbers?

We are requesting one (1) new 10DLC number.

Monthly Volume: Please provide an estimate of your monthly or daily SMS volume.

50,000 messages per month

Requested Area Code (If needed)415

Before you save your application, verify you have completed the following fields:

  • Number pool
  • Monthly volume

You have completed your 10DLC Registration Form. Please submit your form to your LiveVox representative or to customercare@livevox.com.