In this article, you will learn more about registering toll-free numbers for AgentMoves concerning (US/Canada). Ensuring your toll-free numbers are registered is essential to maintain uninterrupted messaging services and comply with industry standards.

Why Toll-Free Number Registration Is Vital

Historically, toll-free numbers were freely accessible without registration requirements. However, to prevent spam and misuse, US carriers now mandate the official assignment of new toll-free numbers. Additionally, all existing toll-free numbers must be registered by September 30, 2022, after which unregistered numbers will be blocked for SMS messages.

Starting November 8, 2023, unverified toll-free numbers will be blocked, and messages from toll-free numbers still pending verification will be blocked by January 31, 2024.

Error Codes 30032 and 30007 will apply to blocked messages. These error codes are specific to US and Canadian toll-free numbers.

This process affects only messaging and does not impact calls.

Toll-Free Number registration aligns the Toll-Free messaging channel with 10 DLC channels, ensuring compliance with messaging regulations.

Understanding the Registration Process

Toll-free number registration serves as a bridge while awaiting A2P 10DLC brand/campaign approval. It aligns the Toll-Free messaging channel with 10 DLC standards, verifying services, sending brands, and traffic types.

Why Compliance Matters

These channels review all services, as well as the sending brand and the type of traffic they deliver, to ensure it is known, documented, and verified.

The messaging industry is changing the message volumes that can be sent over Restricted (previously called “unverified”) and In Review (submitted for verification) Toll-Free numbers. Increased message filtering will also occur in addition to the new limits applying to both Restricted and In Review. No further action is needed if you’ve already verified your Toll-Free numbers.

Traffic Limits During Pending Verification: As of November 8, 2023, toll-free numbers in Pending or Unverified status will face daily, weekly, and monthly traffic limits, reducing overall messaging capability.

Canada-Specific Information: Registration for toll-free numbers in Canada is mandatory. Unverified numbers sending traffic to Canada will be subject to the same limitations as those in the US.

Starting from April 1, 2023, Twilio enforces industry-wide thresholds for messaging sent over Restricted and Pending Toll-Free numbers. Unverified numbers that exceed these limits will be blocked with the error code "30032." Compliance is key to seamless messaging operations.

Steps for Toll-Free Number Registration

To register your toll-free numbers, follow these steps carefully:

Access Toll-Free Registration:

• Go to Settings > Phone Numbers 

• Click on the “Verification Required" icon. Clicking on that takes you to the verification flow.

• Complete the form to avoid verification delays. Toll-free numbers don't need an EIN or any kind of business registration number to be verified to send SMS.

Note: Please include every piece of information you can to avoid experiencing verification delays. 

You will be required to undergo KYC verification in case you haven't done so already.

Legal Entity Name

The end business the customer (end-user) is engaging with. This should not be the ISV unless the ISV is:

the sole content creator,

sending messages on behalf of the ISV, or

content is branded with the ISV’s name.

Approved Examples: John’s Coffee Shop

The example includes the end business that will be sending out the SMS messages that the customer/mobile handset is engaging with.

Rejected Examples: Name of the ISV, N/A

If the end-user business information is not provided, it will be rejected as Toll-Free Verification requests must provide an end-user business information to be reviewed.

Business Website

The website of the end business or the website the consumer is engaging with. This should be the website of the business name that was previously mentioned. If the business does not have a traditional website, it can include social media links (i.e., Facebook, Instagram, Twitter, etc.).

Approved Examples: URL to direct end-user business.

Social media links are acceptable (i.e., Facebook, Instagram, Twitter), if the end business is small with no direct webpage. The social media pages will need to be set to the public, so they can be reviewed.

Rejected Examples: The URL is not a live website. The URL is behind a login/password or the website has the address of the ISV/aggregator..

In any of the following cases, the business website won’t be reviewable:

The URL hasn’t gone live yet, or

The URL is in a private state that requires a login/password.

Please note that business URLs are important for marketing use cases.

Business Address

The address of the end business the consumer is engaging with. This should be the end business’ physical location.

Approved Examples: 123 Main St, Seattle, WA, 98119

Full business address includes: the street, city, state, and zip code for the end business that will be sending out the SMS that the customer/mobile handset is engaging with. This would be the physical location of the business or organization.

Rejected Examples: “N/A”, address of the ISV

The business address of the ISV is not valid.

Use Case Category

Select the use case that you believe best fits your customer’s traffic pattern. This should be the use case that best fits the types of messages being sent by this toll-free phone number.

Use Case Description

The explanation of how messaging is used on this toll-free phone number by the business or organization. The more detailed information you provide for the use case/summary the better.

Approved Examples: This number is used to send out promotional offers and coupons to the customers of for example the John’s Coffee Shop.

or

We send appointment confirmations, message notifications, and offers for chiropractic adjustments to existing patients or new patients who have opted in to receive SMS notifications. The communications are sent via in-person POS, website forms, or webchat. End users opt in through a form on the website: https://www.abccompany.com/contact-us, via the website chat widget, and also through our POS system at our office, with consent language similar to that on our website.

The more detail the better for the use case/summary

Rejected Examples: Marketing

The rejected example message doesn't specify for what type of marketing the number is used or what will the end-user/mobile handset be receiving from the end-user business.

For Tollfree Verification review, the approximate amount of messages needed as part of the review process

Message Content

Refers to the sample message(s) that the end business will be sending to the end user/mobile handset.

Approved Examples: “Thank you for being a loyal customer of John’s Coffee Shop. Enjoy 10% off your next purchase. Reply STOP to opt out.”

"David, it's Kate from ABC Company. Thanks for opting in to receive SMS notifications. I just saved a time for you on Thursday, June 15, 2023, at 4:00 PM, and I'll see you then! If anything changes, just let me know. If you need to opt-out, reply STOP."

This should be a sample message of the content that the end-user/mobile handset will be receiving in the SMS.

Rejected Examples: “Your appointment is today at 10:00 AM”

The sample message content should match the use case provided i.e., Marketing.

Opt-In Type

Opt-in refers to the process of getting end-user permission to send them text messages. According to TCPA law, businesses must have "express written consent" from the end-user before texting them.

The OptInType and Opt-in Workflow Image URLs provided should outline the details of how an end-user provides consent when they provide their phone number to receive texts from the end business that is going to engage with them. The sample submitted in the OptInImageURLs parameter should match the OptInType selection. The document or URL submitted in the OptInImageURL needs to demonstrate the OptInType chosen.

Opt-In Information Provided

Review the following tips with the client and implement any missing or incorrect information.

Live Site

A live and operational website is a requirement for registration. The site must have a place for a contact to opt-in to receive messages from you. See below for what should be included in this opt-in flow.

Site Footer

The website is required to have Terms of Service (also called Terms of Use) and Privacy Policy links to the footer of all pages including the home page. 

Opt-In Workflow Image URLs

Consent is one of the cornerstones of A2P messaging. Opt-In workflow description should briefly describe how the handset gives consent to the business to receive messaging. In as much detail, provide how a consumer/subscriber opts into this submission and should be where the customer’s phone number was entered by the customer agreeing to receive the SMS.. The opt-in submitted should be what the mobile user sees when providing their phone number: online/app (URL, screenshot/webpage), see in-store (keyword, signage), or hear (IVR script/verbiage). The Opt-in image URL parameter can contain a link to the web form or a hosted image file that tells the story of the opt-in. Such as a screenshot of the opt-in displayed on the end-user’s website, an image of where opt-in is collected or an image of relevant opt-in practice, a document with the QR code, etc. It should demonstrate the Opt-In Type selected. Any URL submitted must be reachable, resolvable, and of access to the public. Don’t include links with opt-ins behind username/password logins, links to secured google drives, or other non-public accessible websites. You will need to host the image on your website or server and generate a link to it, which you can then provide in this field in the form.

The more detail about the opt-in process, the better. The information provided for review should be clear to the Verification Ops team what specifically the customer does to opt in/sign up to receive SMS from the end-user business.

VERBAL, must include the sample verbal consent collection and examples in a document.

WEB_FORM, provide the link to the direct opt-in page or you can include a screenshot of the website opt-in page. Note that only the phone number opt-in page should be included. An opt-in for an email address is not acceptable for an SMS toll-free verification opt-in.

PAPER_FORM, provide the form. Can be a scanned copy.

VIA_TEXT, must describe the keyword campaign in a document. What is the keyword? Where does the consumer/subscriber find the keyword? Screenshots/pictures/urls are best.

MOBILE_QR_CODE, include a document with the QR Code.

Approved Examples:

The link you attached needs to reflect where customers consent to receive further messages from you.

Submit the Form:

• A support ticket will be created.

• Verification takes approximately 4-6 weeks.

• Numbers move to 'pending verification' status, removing messaging limits during review.

Note: Due to the high demand for Toll-Free verification, some requests can take longer than the average given. We are working diligently to minimize the number of requests that are delayed. We kindly ask for your patience as we work through many requests. 

• In the meantime, Toll-Free Number Registration tickets will stay closed, and emails will be sent once it is approved.

• If you don't take any action on registering your toll-free number, all SMS will be blocked and this error will show: 30032.

Ensure to include every piece of information when filling out the form, as missing details can cause verification delays. This includes:

• Legal Entity Name: The full business name of the end-user interacting with customers, not the ISV unless it qualifies under specific criteria.

• Business Website: This should be the live URL of the end business or its social media profiles if applicable. The website must be publicly accessible.

• Business Address: Include the full physical address of the business, not just the ISV’s information.

Rejection Reasons: Common reasons for verification request rejection include missing or incorrect business details, failure to provide a proper use case, or lack of opt-in proof.

• Examples: Submitting "N/A" for a business address or using generic terms like "Marketing" without further context may result in rejection.

Review Use Case and Opt-In Language:

• Clearly describe your use case, ensuring it complies with SMS regulations.

• Opt-In language should contain a disclaimer and reflect SMS consent.
  

Regarding Pending and Restricted Statuses: 

Effective April 1, 2023, Twilio will apply the following industry-wide thresholds for messaging sent over Restricted and Pending Toll-Free numbers:

• Restricted:

  • Daily limit: 500 message segments

  • Weekly limit: 1,000 message segments

  • Monthly limit: 2,000 message segments

• In Review:

  • Daily limit: 2,000 message segments

  • Weekly limit: 6,000 message segments

  • Monthly limit: 10,000 message segments

Verification Status

Once you submit your verification request, you can monitor the verification status as it changes during processing through the Console. Please see below for a full overview of each status:

The opt-in proof must demonstrate how users give consent. Examples include:

• Verbal Consent: You must provide the script and collect verbal confirmation.

• Web Form: The web form must have a checkbox (not pre-selected) with clear opt-in language. If the web form is not live, provide a screenshot or hosted image URL.

The opt-in provided must be appropriate for the Use Case Category submitted. For example, a marketing campaign must collect express consent where the end-user handset positively affirms their enrollment in the campaign.

Canada Specific Information

Registration is still required for all Toll-Free numbers when sending to Canada.

Soon, the verification process will need to be completed before sending any traffic to a toll-free number. The official date will be shared in the coming weeks; however, please start to prepare and plan for this change in your onboarding processes.

As of April 1, 2023, messages sent via Toll-Free numbers that have not been Verified will be held to the messaging limits referenced above. Using additional Toll-Free numbers (snowshoeing) to exceed these limits isn’t allowed and will result in the same block and error code.

Why is this happening?

These new daily, weekly, and monthly messaging limits let you send messages while helping to bring your highest volume senders into compliance.

What do you need to do?

If you have unverified Toll-Free numbers that send messaging traffic over the new limits, please submit these numbers for verification. If you have a large inventory of numbers, please submit Toll-Free numbers that send the most volume first.

Once submitted to the telephony channel, the verification process can take 2-3 weeks to complete. During this time, your Phone Numbers are moved to an ‘In Review’ state that removes the messaging limits while we review your submission.

In Review status - no actions are required

Due to the high demand for Toll-Free verification, some requests can take longer than the average given. We are working diligently to minimize the number of requests that are delayed. We kindly ask for your patience as we work through the many requests.

In the meantime, Toll-Free Number Registration tickets will stay closed, and we will send you an email once it's approved.

FAQ Section:

Q1. What if I don't register my toll-free number?

Unregistered numbers will be blocked, and messages will not be delivered.

Q2.I am sending the limited allowed amount of segments but messages are still not going through.

When using toll-free numbers, please be aware that toll-free numbers can have messages filtered or blocked, even under the daily limit. If you see Error 30032, you might've hit a limit or a filter. The stated limits are the maximum the toll-free number can send, but not always guaranteed. For fewer issues, verify the toll-free numbers early as Verified numbers have a lower risk of message filtering.

Q3. Can international businesses register Toll-Free numbers?

Yes, businesses from other countries can register toll-free numbers.

Q4. Will I be charged for undelivered SMS due to errors?

No charges for internal errors; charges apply only for delivery attempts made.

Q5: What if I don’t register my toll-free number?

• Unregistered numbers will be blocked starting November 8, 2023, and pending verifications will be blocked by January 31, 2024.

Q6: I’m sending the allowed number of segments, but messages aren’t going through.

• Even within limits, unverified toll-free numbers may face message filtering. Verify your number to reduce filtering.