Digital Engagement Messaging-Toll Free Registration

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.
 

Minimum Requirements for Verification:

• 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.

 

 
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