New Government Regulations Involving SMS require all organizations sending SMS messages to be A2P 10DLC compliant.
What is A2P 10DLC: A2P 10DLC stands for "10-digit long code" and refers to the numbers used by Servgrow to send personalized messages. It also refers to the rules implemented by carriers like AT&T, Verizon, and T-Mobile for the use of these numbers. Carriers first rolled out 10DLC in 2021, and they have been constantly changing it since then.
The biggest change was that the carriers instituted a manual vetting process for applications in early 2023. Overall, we support the goals of the A2P 10DLC system, which are to register, verify, and track organizations and their texts to ensure that high-quality messages reach their intended recipients. Note that the carriers are each approaching A2P 10DLC differently, which means that some compliance steps may be required to deliver messages to one carrier but not another.
Servgrow handles the registration process for our customers but there are a couple things you need to do in order to make the registration and approval process successful, and that is by being 10DLC compliant.
You must make sure you are 10DLC compliant before registering your business within Servgrow.
How to become A2P 10DLC Compliant?
Brand/Company Registration:
Mandatory:
Enter your Legal Company Name exactly as registered with the IRS (US) or CRA (Canada)
Mandatory:
US-based companies: Use a valid EIN for US-based companies – not a DUNS number
Canadian Based Companies: For companies in Canada, we switched to ONLY accepting the Business Number (BN) rather than the Corporation/Incorporation/Registry ID numbers for Canadian Brand Registration.
We will only accept the first 9 numeric digits of the BN (BN-9).
Here is an example of the format of a BN where the bolded part is the part we will collect in the Canadian Brand.
Tax/Corporation ID field: 123456789RT0001
DBA/Trade/Operating Name: Your DBA/Trade Name/Operating Name must be registered under the same # as your main registered business.
Mandatory:
Website
The website you enter must be the final website address of your business and must contain a privacy policy, a terms of service page, and all forms must have the opt-in information (see below).
Website addresses that redirect to another website will be rejected. Websites that have forms, privacy policies, and terms of service pages that do not have the correct opt-in information will be rejected.
If you do not have a website, inquire (via chat) about Servgrow's free custom website that is included in your plan.
Mandatory:
Website Forms
New regulations require 3 opt-in check-boxes (unchecked by default) with an approved opt-in message for each on all website forms. 1 opt-in box for service related messages (services scheduled, appointment reminders, etc.), 1 opt-in box for offers and promotions (10% off services is booked today, Free deodorizer, etc.), and 1 opt-in box to accept the Privacy Policy and Terms of Service.
Approved Opt-in message must include legal primary company name, DBA name if applicable and the type of messages being sent, message frequency, and data rates may apply. Failure to have all forms with the approved opt-in messages will result in a declined registration process.
Recommended opt-in messages for primary legal company name:
Opt-in 1: Service related messages.
⏹️ By checking, you agree to receive SMS communications for service reminders and notifications from [Legal Company Name]. Frequency may vary, Data rates may apply, reply STOP to opt-out
Opt-in 2: Offers and Marketing Promotions
⏹️ By checking, you agree to receive SMS communications for offers, discounts, and other promotional content from [Legal Company Name]. Frequency may vary, Data rates may apply, reply HELP for help or or STOP to opt-out
Opt-in 3: Privacy Policy and Terms of Service
⏹️ By checking, I accept Terms of Service & Privacy Policy.
**Terms of Service must link to your terms of service page.
**Privacy Policy must link to your privacy policy page.
Recommended opt-in messages for a DBA company name:
Opt-in 1: Service related messages.
⏹️ By checking, you agree to receive SMS communications for service reminders and notifications from [Legal Company Name] (DBA [DBA Name]). Frequency may vary, Data rates may apply, reply STOP to opt-out
Opt-in 2: Offers and Marketing Promotions
⏹️ By checking, you agree to receive SMS communications for offers, discounts, and other promotional content from [Legal Company Name] (DBA [DBA Name]). Frequency may vary, Data rates may apply, reply HELP for help or or STOP to opt-out
Opt-in 3: Privacy Policy and Terms of Service
⏹️ By checking, I accept Terms of Service & Privacy Policy.
**Terms of Service must link to your terms of service page.
**Privacy Policy must link to your privacy policy page.
Un-Checked check box must appear next to opt-in messages. Customer will need to check the box in order to opt-in.
Website branding must match legal company name or DBA.
Mandatory:
(Privacy Policy Page)
Your website must contain a Privacy Policy page that is accessible to end-users and meets the compliance standards for the collection and use of mobile phone numbers for messaging. Your privacy policy should contain the data collected, the types of messages being sent, message frequency, opt-out instructions and include verbiage about the data not being shared or sold to third parties.
Here is a copy of the boilerplate privacy policy that covers minimum requirements from the carriers:
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Privacy Policy for Mobile Phone Number Collection and Text Messaging
This Privacy Policy outlines how our company collects, uses, and safeguards mobile phone numbers for text message communications, in compliance with applicable laws and regulations.
Data Collection and Use
On our website, our company collects mobile phone numbers solely for the purpose of sending text message communications related to our services, updates, reminders, notifications, and offer communications. We strictly use this information to provide you with relevant and timely updates, appointment reminders, communications on specials, and important service notifications. Your mobile number is only used for communications that you have opted in to receive, ensuring that we respect your preferences at all times.
Data Protection and Sharing
Our company maintains strict privacy policies to protect the personal information of our users obtained for text message communications. This information is never sold, rented, released, or traded to others without prior consent or legal obligation. We guarantee that it will never be shared with third parties for marketing purposes.
User Rights and Opt-Out Instructions
Your privacy is our priority, and you have the right to control the communications you receive. If you wish to opt out of receiving further text messages, please follow these instructions:
Text Message Opt-Out: If you are receiving text messages from us and wish to stop receiving them, simply respond with either “STOP” or “UNSUBSCRIBE” to the number from which you received the message. Once we receive your message, you will no longer receive further text messages from us.
Data Security
We employ industry-standard security measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. Access to your mobile phone number and related data is limited to authorized personnel who require this information to perform their job responsibilities, and all employees are bound by confidentiality obligations.
Compliance and Policy Updates
We continuously review our practices to ensure compliance with all applicable laws and regulations regarding personal data protection and privacy. This policy may be updated periodically to reflect changes in our practices or legal requirements. Any significant changes will be communicated to you via our website or through direct notification.
Carriers:
Carriers are not liable for delayed or undelivered messages. As always, message and data rates may apply for any messages sent to you from us and to us from you. Message frequency may vary. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.
Contact Information
If you have any questions or concerns about this Privacy Policy or our data practices, please contact us immediately at {Contact Information}.
By using our text message services, you agree to the terms outlined in this Privacy Policy. Your continued engagement is a testament to our commitment to your privacy and satisfaction.
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Mandatory:
(Terms of Service Page)
Your website must contain a Terms of Service page that is accessible to end-users and meets the compliance standards for the collection and use of mobile phone numbers for messaging. Your Terms of Service should contain your business terms for customers, the data collected, the types of messages being sent, message frequency, opt-out instructions and include verbiage about the data not being shared or sold to third parties.
Here is a copy of the boilerplate terms of service that covers minimum requirements from the carriers:
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Terms of Service
These Terms of Service outline our business terms, how our company collects, uses, and safeguards mobile phone numbers for text message communications, in compliance with applicable laws and regulations.
Data Collection and Use
On our website, our company collects mobile phone numbers solely for the purpose of sending text message communications related to our services, updates, reminders, notifications, and offer communications. We strictly use this information to provide you with relevant and timely updates, appointment reminders, communications on specials, and important service notifications. Your mobile number is only used for communications that you have opted in to receive, ensuring that we respect your preferences at all times.
Data Protection and Sharing
Our company maintains strict privacy policies to protect the personal information of our users obtained for text message communications. This information is never sold, rented, released, or traded to others without prior consent or legal obligation. We guarantee that it will never be shared with third parties for marketing purposes.
User Rights and Opt-Out Instructions
Your privacy is our priority, and you have the right to control the communications you receive. If you wish to opt out of receiving further text messages, please follow these instructions:
Text Message Opt-Out: If you are receiving text messages from us and wish to stop receiving them, simply respond with either “STOP” or “UNSUBSCRIBE” to the number from which you received the message. Once we receive your message, you will no longer receive further text messages from us.
Data Security
We employ industry-standard security measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. Access to your mobile phone number and related data is limited to authorized personnel who require this information to perform their job responsibilities, and all employees are bound by confidentiality obligations.
Compliance and Policy Updates
We continuously review our practices to ensure compliance with all applicable laws and regulations regarding personal data protection and privacy. This policy may be updated periodically to reflect changes in our practices or legal requirements. Any significant changes will be communicated to you via our website or through direct notification.
Carriers:
Carriers are not liable for delayed or undelivered messages. As always, message and data rates may apply for any messages sent to you from us and to us from you. Message frequency may vary. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.
Contact Information
If you have any questions or concerns about this Privacy Policy or our data practices, please contact us immediately at {Contact Information}.
By using our text message services, you agree to the terms outlined in this Privacy Policy. Your continued engagement is a testament to our commitment to your privacy and satisfaction.
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Mandatory:
The business type you select must align with your business's legal documentation.
Mandatory:
Use a mobile number that was directly supplied by a mobile carrier (Verizon, T-mobile, Att, etc.) NOT a VoIP, or Google Voice type numbers.
A2P 10DLC rules mandate using a mobile carrier-provided number for your business registration, which excludes most VoIP services like Google Voice.
Mandatory:
Due to new regulations, all company information submitted during this registration process must match the legal company information you have registered with your state. It is crucial that the details provided, including your company name, address, and tax identification number, are accurate and consistent with the official records held by your state's business registry. This compliance ensures that your registration with Servgrow is valid and in accordance with legal requirements. Failure to provide matching information will, in most cases, result in a declined registration process.
Failure to do any of the above mandatory steps will result in a failed business registration.
IF YOU HAVE ANY QUESTIONS, please ask in chat prior to submitting your registration.
You'll only have 3 attempts at successfully registering your phone number, so make sure all steps are followed correctly.
Review and Approval Timeline: Along with the new regulations (A2P 10DLC) requiring all US businesses to register their dedicated phone number, comes a thorough review and approval process. This review and approval process is done via a third party associated with Twilio- who is the regulator in this case.
As far as time for approval, this can vary depending on multiple factors, and can take up to 10-15 business days. This process is standard for any US company registering custom numbers.
Servgrow's 2way text messaging feature enables you to initiate and maintain a dialogue with a customer right within the platform, allowing you to stay productive without the need to toggle between different applications. Where available on Servgrow plans, this two-way messaging service comes at no extra charge, and includes 300 messages (300 segments) per month. Additional messages are available if needed. Contact us via chat for more information.
Two-way text messaging is available in the United States & Canada on paid subscription to select plans. Two-way text messaging is not available while on a free trial. To upgrade, contact us via chat.
This article covers setting up two-way texting using the desktop version of Servgrow.
Two-way text messaging is accessible to administrators and users granted the appropriate two-way text messaging permissions. To modify these permissions, navigate to the Gear Icon > Employees > User and adjust their specific permissions accordingly. Each message transmitted via the message center will clearly display the sender's name for easy identification.
Step-by-step two-way text messaging set up guide...
Setting up your dedicated number
Before messaging your customers, you'll need to set up a dedicated phone number. This number will be used for sending your automated messages, as well as receiving replies from your customers.
With a dedicated phone number, all your automated text messages will originate from a consistent phone number associated with your company. This allows your customers to save the number in their contacts, ensuring they recognize it's your business contacting them about their service. Until this setup is complete, your automated text messages will be sent from a shared pool of phone numbers.
If you visit the message center prior to setting up your dedicated number, you'll see a message prompting you to do so.
To pick a dedicated phone number, simply navigate to the Gear Icon > Two-Way Text Messaging within Servgrow.
There are two steps to setting up your dedicated phone number:
Step 1: Register your company
Step 2: Choose your number
Step 1: Registering Your Company for the Dedicated Number
To ensure that your messages are successfully reaching your customers, it's essential to register your dedicated phone number with all the necessary details.
New regulations require that if you operate within the United States, you will need to register your number if you want to send text messages via a dedicated phone number. All enterprises utilizing Application-to-Person (A2P) text messaging with standard 10-digit long codes (A2P 10DLC) — which, in this context, refers to text messages dispatched via your dedicated phone number — must register their business's number in the U.S. This mandate is a move by carriers to curb the delivery of unsolicited messages or spam to their customers.
Here are some steps you can take to minimize any potential delays in your registration process:
Your business must match your legal business name that you have registered with your state or province.
Verify that the website or social media link you have submitted is operational. This check is part of the verification process to confirm that your entity is an established business.
Make sure that the website or social media link you've provided displays your legally registered business name and address. If there's a discrepancy, consider adding this information to the footer of your website or within your online Terms and Conditions. This is to further affirm the authenticity of your business.
Make sure to have opt-in checkbox (un-checked by default) and opt-in wording on any online forms available on your website. If this isn't something you've done yet, you can include the following statement on your form:
Recommended opt-in message for primary legal company name:
“I agree to receive service reminders, notifications and offer communications from 'Primary Legal Company Name' via text message and email. You can reply STOP to opt-out.”
Recommended opt-in message for DBA:
I agree to receive service reminders, notifications and offer communications from 'DBA' (a 'Primary Company Name' company), via text message and email. You can reply STOP to opt-out.”
Un-Checked check box must appear next to opt-in message. Customer will need to check the box in order to opt-in.
Primary legal company name and/or DBA must appear as the brand on the given website.
If you are using the online booking and request form through Servgrow, we already have this, so there won't be any need for you to make these changes yourself!
Go here for more information on registering your company number.
Registering your company number includes a few steps.
Entering your business Information.
Entering a point of contact.
Let's start with entering your business information (1).
A. Business Name: Your business name must match exactly how you have your business name registered with your state or province.
Good example:
State Registration = Cactus Plumbing LLC
Business Name (that you enter in the form) = Cactus Plumbing LLC
Bad example:
State Registration = Cactus Plumbing LLC
Business Name (that you enter in the form) = Cactus Plumbing
*Failure to match the state registration will most likely result in a declined review.
B. Business Address: Your business address must match the address on your website that you enter in C.
Make sure to add your business address to the website you enter in C prior to filling out the form.
C. Business Type: Business type must match your business type that you have registered with your state or province.
If asked to provide your Tax ID (EIN), your company information must match EXACTLY or you will get declined.
D. Industry: The industries are set from the regulation, so try to match your industry with the closest one.
E. Website: Enter your website URL here (example: https://www.cactusplumbing.com/). Any forms that you have on this website must have the opt-in verbiage that is or similar to: “By providing your phone number, you consent to receive text messages from [Your Company Name]. Message and data rates may apply. The frequency of messages varies.”
Important: Your website will be verified by the regulation managing company to ensure that all forms have this verbiage. Failure to have this verbiage will result in a declined review.
F. Confirmation: Confirm that your website has this verbiage on all forms. Yes, it's that important.
Once you have all the information filled in exactly correct, click 'next'
Now it's time to enter in your point of contact (2).
Enter in the main point of contact for you company. This information can be different then your company information.
Once you have all the information filled in correctly, and save.
Once saved, your registration will go under 'review'.
The review process is not conducted by Servgrow. All reviews are processed by the regulating body and can take up to 2-3 weeks.
Once your company has been reviewed and your company has been registered, it's time to select a dedicated number.
Step 2: Select Your Dedicated Number
After business registration approval, you'll now be prompted to select your dedicated phone number.
Once saved, your dedicated phone number will appear in the Dedicated phone number section of Settings > Two-Way Text Messaging. You can always refer back to it there in case you forget!
That's it! Now head over to your new inbox!