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Digital Engagement Messaging-Toll Free Registration

Publish Date: Dec 9, 2025
Description

Please note that as of May 2022, all toll-free numbers (TFN) are now required to be registered, by successfully completing the toll-free verification process. If you are a current U.S. customer using toll free numbers for messaging, or a Canadian customer that could be messaging to the U.S. carrier network, we will need your help to register your brand and toll free numbers. Please follow the instructions through setup. Toll-free numbers that are currently in market but unverified are required to complete the verification process before September 30, 2022. A toll-free number that has already been verified, will retain its verified status, but its verification may be retested to ensure compliance. Retesting of toll-free number(s) may require additional information showcasing evidence of consent, privacy policies, and terms and conditions.

Effective January 31, 2024, only verified toll free numbers will be able to send SMS traffic. Non Verified and Pending numbers will have all traffic blocked.

The toll-free verification process will allow the messaging traffic to be tagged as verified with our partners resulting in:

  • Reduced amount of false-positive blocks
  • Faster resolution for deliverability issues
  • Increased protection for your brand


While verification can reduce the chances of a toll-free number being spam blocked, it does not guarantee that a toll-free will not experience any blocking. In the case of a block, if the traffic aligns with the verification application, we will be able to work with the ecosystem partners to request the removal of the block. To unblock please log a support case here.

Causes for blocks

A verified toll-free number (TFN) has refined filters, which will result in lessened blocks. Blocks can occur when the content changes or differs from the approved campaign purposes. A block can also occur if the language is sent over the number that triggers a filter. For example, if tobacco traffic (an ineligible use case; please refer below for a list of ineligible use cases) is sent on a verified number, it should create a block.

Application Process

The toll-free verification process now takes between 1 - 2  weeks to complete. Verifications are processed by ecosystem partners in the order they are received, so no provider is faster than any other provider. As verification requests are reviewed manually by our partner, there may be delays for any of the following reasons:
 

  • High volume of requests
  • Incomplete/unclear fields
  • Multiple submissions
  • Batch/Bulk submissions


Below is a list of ineligible use cases for toll-free numbers. Please note that the sharing and selling of end-user information with third parties for marketing purposes violates our ecosystem partner’s policies, and is therefore ineligible for verification.

Ineligible use cases

Please note: Verification is meant for the end business actually sending the message traffic and not for the reseller.
 

High-Risk Financial Services

Get Rich Quick Schemes

Debt Forgiveness

Illegal Substances/ Activities

General


Payday loans
Short-term, high-interest loans
Auto loans
Mortgage loans
Student loans
Gambling
Sweepstakes
Stock alerts
Cryptocurrency		Debt consolidation
Debt reduction
Credit repair programs
Deceptive work from home programs
Multi-level marketing		Work from home programs
Risk investment opportunities
Debt collection or consolidation		Cannabis
Alcohol
Tobacco or vape		Phishing
Fraud or scams
Deceptive marketing
Pornography
Profanity or hate speech


Minimum Requirements for Verification:

 

For customers with more than 5 Toll-free numbers, they will need to download an Excel form and complete all fields for each number. These details for each number will need to be entered on a separate row in the form. The field descriptions are shown below, with mandatory fields marked with an "*":

 

Business Name *
Name of the business, entity, or organization sending messages. If different use case or location for number being registered, please list each use case on a separate row. For example: Ajax Ltd.-Customer Service on row 2 through 6 and Ajax-LTD.-Marketing on rows 7 through 10.
Corporate Website *
URL for the brand of the message sender.
Business Addr1 *
Address for the message sender.
Business Addr2
Second line for address. Please put "N/A" if not needed.
City *
City for the address of the message sender.
State *
State abbreviation for the address of the message sender.
Zip *
Zip code for the address of the message sender.
Business Contact First Name *
First name of the Salesforce customer’s point of contact.
Business Contact Last Name *
Last name of the Salesforce customer’s point of contact.
Business Contact Email *
Email address of the Salesforce customer’s point of contact.
Business Contact Phone Number *
Phone number of the Salesforce customer’s
Message Volume *
Enter one: 10; 100; 1000; 10000; 100000; 250000; 500000; 750000; 1000000; 5000000; 10000000+.
Please enter the estimated monthly message volume from one of the numbers shown for each use case.
Phone Numbers *
Phone number for the message sender. If listing more than one number, enter the information on a separate row.
Use Case Category *
Category that best describes the message sender’s use case for each number. The types of use case categories are available from the options below.
 
2FA, AppNotifications, Appointments, Auctions, AutoRepairServices, BankTransfers, Billing, BookingConfirmations, BusinessUpdates, CareerTraining, Chatbot, Conversational/Alerts, CourierServices&Deliveries, COVID-19Alerts, EmergencyAlerts, Events&Planning, FinancialServices, FraudAlerts, Fundraising, GeneralMarketing, GeneralSchoolUpdates, HealthcareAlerts, HousingCommunityUpdates, HR/Staffing, InsuranceServices, JobDispatch, LegalServices, Mixed, MotivationalReminders, NotaryNotifications, OrderNotifications, Political, PublicWorks, RealEstateServices, ReligiousServices, RepairandDiagnosticsAlerts, RewardsProgram, Surveys, SystemAlerts, VotingReminders

Use Case Summary *
Please enter a description that best describes your use case.
Message Content *
Provide a sample message for each use case.
Opt In Workflow Description *
Explanation of how consumers agree to receive these text messages. Available choices are shown in the picklist on the web form.
Opt In Image URLs *
URL for an opt-in image. Please note that you will need to host the opt-in screenshot locally on your server, in order for the ecosystem partner to access and review it.
Additional Supporting Documentation
Any other relevant information. You can use this field to explain why you need to register multiple numbers and/or why each use case requires multiple numbers, etc.
Internal Ticket Number
Please leave this field blank.
ISV/Reseller
Please enter Salesforce.
 
  • Verification brief with the required fields completed
  • The use case is not listed on our Ineligible Use Case list
  • Opt-in process is documented/detailed
    • Screenshots and/or URLs are required for all use cases
    • Screenshots showing your Call To Action  (How the text option is advertised)
  • Carrier Best Practices (CTIA guidelines) are being followed


Opt-In

The opt-in portion of the verification process should be thoroughly detailed. Providing a screenshot and/or URL for the opt-in flow or verbiage, is required for marketing use cases. Consumer consent should by collected by the direct (first) party sending the messages. Consent cannot be acquired from a third party, as it is not supported and is ineligible for verification.

Primary Number

Each organization or message sender should only utilize one primary sending number. In the case of multiple locations or franchises, each location or franchise should have it’s own primary number. An organization sharing numbers (numbers used by multiple businesses) is disallowed and ineligible for verification.

If your organization uses more than one sending number for a use case, it is required to provide an explanation as to why you need multiple numbers for the same use case.

Best Practices

To ensure less delays in the toll free verification process, do the following:

Complete forms thoroughly and in detail.

 

Fields and Descriptions to be entered in the online form if less than 5 numbers are being registered:

Name: The name of the organization/business/entity completing the form.

Compliance Point of Contact: Name: The compliance contact should be at the company.

Compliance Point of Contact: Phone: The phone number of the point of contact (POC).

Compliance Point of Contact: Email: The email address of the POC.

Compliance Point of Contact: Address: The business address of the POC.

Message Sender-Legal Company Name: The legal company name message sender sending the actual messages to consumers.

Organization Type: Use the drop-down menu to select the type of the message sender company.

Message Sender - State of Incorporation: The state where the message sender company was registered.

Message Sender - Primary Company Address or Corporate Headquarters: The primary/corporate address of the message sender.

Campaign Description: Please describe your use case and the purpose of your messages (i.e. appointment reminders, receipts, etc.)

What types of messages are being sent? Use the drop-down menu to select an option that best describes your message type:
 
Informational: These messages inform your customers of things like service updates, appointments, and scheduling. Informational messages do not sell or promote anything regarding the business.

Marketing: A text message sent that contains a sales or marketing promotion.

 
Please provide supporting information on how opt-in is collected: Use the drop-down menu to select an option that best describes how subscribers opt in to the messaging program:
 

  • IVR: A potential subscriber provides their consent via an interactive voice response.
  • Keyword: A potential subscriber texts a keyword (i.e JOIN) to opt into a messaging program.
  • POS or other on-site location: A potential subscriber provides their consent at the point of sale or other on-site location.
  • Via paper form: A potential subscriber provides their consent at an in-person location via a paper form.
  • Weblink/URL: A potential subscriber enters their telephone number through a website to opt into a messaging program.
  • Other: Use this field to detail any other type of opt-in not listed above.

 
Please note: A screenshot and/or URL will be required to move forward.

Sample Messages: Please provide at least one example of a message you will be sending.

Please choose the category that best represents your use case/content: Use the drop-down menu to select a category that closely resembles your use case.

Enter Each Toll Free Number: Please enter up to 5 toll free numbers. If you need to register more than 5 numbers, please download the Excel form and follow the instructions provided above.
 

Estimated Monthly Message Volume: Use the drop-down menu to select a number that best represents the estimated monthly message volume.

Canadian Traffic: Please choose the appropriate drop-down selection if most of the traffic is expected to be delivered to Canadian handsets.

Supporting Documentation: Please attach any additional information that would be useful.

If you have any questions or need clarification, please reach out to messagingregistration@salesforce.com

Knowledge Article Number

000391894

 
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Salesforce Help | Article