Connectivity Platform
  • Connectivity Platform Documentation
  • WhatsApp Business Account
    • Can I have multiple WhatsApp Managers in my dashboard?
    • Can my WhatsApp Business subscription be billed monthly?
    • Getting an Official Business Account ("Green Tick") for WhatsApp
    • How do I change my WhatsApp Business display name
    • How to cancel your WhatsApp Business API subscription
    • How to check my quality rating and messaging limits?
    • How to remove 2FA on my WhatsApp channel?
    • Managing your WhatsApp Business account information
    • Migrating WhatsApp Business from another provider (BSP)
    • Migrating to another provider (BSP)
    • My WhatsApp Business Account has been disabled, what can I do?
    • WhatsApp Account FAQ's
    • WhatsApp Billing & Pricing
    • WhatsApp Business App vs API
  • Account
    • Accounts, Workspaces, Users, & Subaccounts
    • Activation code
    • Add & switch between Workspaces
    • Changing ownership of your Workspace
    • Delete an Account and Workspace
    • How to add, edit & delete users
    • I don't remember the email address attached to my Account
    • I’ve lost my password
    • Make someone else in charge of the Account
    • My activation code has not come through
    • Transfer credit to another Account
    • Update personal details on my account
    • Why does MessageBird need my mobile phone number?
  • Add the Omnichannel widget to your online store
    • Adding the MessageBird Omnichannel Widget to a Shopify store
    • Adding the MessageBird Omnichannel Widget to a Squarespace store
    • Adding the MessageBird Omnichannel Widget to a Wix store
    • Adding the MessageBird Omnichannel Widget to a WordPress site or WooCommerce store
  • Admin resources
    • Manager Portal
  • Advanced functionalities
    • Create and use custom functions in Flow Builder
    • Create and use your own custom Flow Builder steps
    • Create your own date formatting function in Flow Builder
    • How to set up Google Places on WhatsApp and Telegram
    • Integrate GCP Cloud Functions and omni-channel automation with FlowBuilder
    • Integrate MongoDB and Omni-Channel automation with FlowBuilder
    • Integrate granular conversational reporting in FlowBuilder with Microsoft Power BI
    • Making an API request and formatting the results in a Flow Function
    • Using Databases
  • Advanced inbox automations and routing
    • Routing setup flow
    • Sentiment Routing
  • Advanced settings
    • Data retention settings
  • Agent resources
    • Contact merging in Inbox
    • Setting your agent status
  • Application security
    • Does MessageBird conduct code scans?
    • Does MessageBird conduct penetration testing on application?
    • How does MessageBird manage SDLC?
  • Basics
    • FlowBuilder Overview Page
    • FlowBuilder Steps Glossary
    • Getting Started with Flow Builder
    • Triggers, Numbers, Templates, & Steps
    • What is Flow Builder?
  • build-and-manage-a-flow
    • Autosave Feature and Version History
    • Get insights about conversation movement with the Flow Heatmap
    • Manage Data Retention of your Flow
    • Steps Grouping
  • business-continuity-and-disaster-recovery
    • Does MessageBird have BCP?
  • contacts
    • Add existing contacts to groups
    • Create a Group
    • Export contacts
    • Formatting your contact numbers
    • How many contacts can I store?
    • How to forward an invoice to a different email address?
    • Managing group subscribers
    • Remove Contacts
  • conversations-chat-api
    • I'm not able to send a message to a certain User ID via the API
    • No messages in Conversation channel
    • Unable to Install Channel
  • country-restrictions-and-regulations
    • Sender ID Availability and Restrictions per Country
    • Australia
    • Canada
    • China
    • France
    • Germany
    • India
    • Japan
    • Malaysia
    • New Zealand
    • Nigeria
    • Norway
    • Romania
    • Russia
    • Singapore
    • South Africa
    • Turkey
    • United Arab Emirates
    • United Kingdom
    • United States
    • United States 10DLC FAQ
  • customizing-the-omnichannel-widget
    • Can I hide the MessageBird privacy consent message in Live Chat on the Omnichannel Widget?
    • Can I hide the “Powered by MessageBird” branding on the Omnichannel Widget?
    • Can I upload a custom logo as my Omnichannel Widget icon?
    • How can I show or hide my agent profiles in Live Chat and the Omnichannel Widget?
    • How can I update the language of my Omnichannel Widget?
    • How to customize the Omnichannel Widget
    • Update my Live Chat company name and avatar
    • What is the default MessageBird privacy consent message in Live Chat?
  • data-governance-and-security
    • Are the responsibilities regarding data stewardship defined, assigned, documented, and communicated?
    • Does MessageBird encrypt the data?
    • How is access to customer data managed in MessageBird?
    • Is production data used for testing?
    • Bird Security Overview
    • What is MessageBird’s data retention strategy?
    • Where is data stored and processed?
  • data-protection
    • Can MessageBird services be used by customers operating in heavily regulated sectors (such as health
    • Did MessageBird appoint a Data Protection Officer (DPO)?
    • Does MessageBird collect sensitive data?
    • Does MessageBird have a Data Processing Agreement (DPA)?
    • Does MessageBird notify its customers in the event of data breaches?
    • Does MessageBird require a transfer mechanism to process EU citizens' data?
    • Does MessageBird share customer data with, or enable direct access by, any third-party?
    • Does MessageBird support data subjects requests?
    • How long does MessageBird retain personal data?
    • Is MessageBird Data controller or processor?
    • What are the legal grounds for the processing of personal data?
    • What does MessageBird provide as a service?
    • What kind of data does MessageBird collect?
    • What mitigating measures has MessageBird taken in relation to the invalidated Privacy Shield?
  • developer-faqs
    • How do I send text-to-speech messages via the API?
    • What is the difference between a live key and a test key?
  • email-platform-formerly-sparkpost
    • Add more IP addresses to your account
    • Billing frequencies and overages
    • Cancel your MessageBird Email (SparkPost) account
    • Choose the best email-sending package
    • Limits of free email sending accounts
    • Pay your MessageBird Email (SparkPost) invoice
    • Sending less than the monthly email sending limit Volume
    • Sending more than the monthly email sending limit
    • Volume limits on plan overages
  • email-to-sms
    • I am having trouble setting up Email to SMS
    • My Email to SMS did not deliver
    • Receiving Email to SMS
    • Sending Email to SMS to a group does not work
    • Sending Email to SMS
    • Setting up Email to SMS
  • faq
    • Benefits of Programmable Conversations
    • Can I create my own mix of communication channels and add other channels?
    • Can we integrate Conversations into our CRM software?
    • Do I need to purchase a number to publish SMS, Voice, and Webhook flows?
    • Does the Conversations API give automatic access to Whatsapp for Business?
    • Global coverage
    • How does the ‘Repeat’ attribute work?
    • How many flows can I make per number?
    • Is audio, video, chat, image and location sharing possible with Conversations?
    • Supported Languages by MessageBird Natural Language Processing
    • What are Available Variables?
    • What is Programmable Conversations?
    • What is a Continued Action?
    • What is an IVR menu?
    • Which communication channels are supported?
    • Why can’t I use Voice services due to my account currency?
  • faqs
    • Can my customers use the Omnichannel Widget on mobile?
    • What is domain whitelisting in the Omnichannel Widget?
    • Why can’t I see the Omnichannel Widget on my website?
  • flow-triggers
    • Learn how triggers work in Flow Builder
    • Setting up a flow triggered by a webhook in Flow Builder [video]
    • Triggering a flow from an incoming omnichannel message in Flow Builder [video]
    • Triggering a flow with an incoming voice call in Flow Builder [video]
  • get-started-with-the-omnichannel-widget
    • Display, hide or remove the Omnichannel Widget
    • How to create and manage multiple Omnichannel Widgets
    • How to install channels on the Omnichannel Widget
    • Inbox Agent statuses in Live Chat
    • Omnichannel Widget onboarding guide for Inbox
    • Preview my Omnichannel Widget before installing and enabling
    • Sending Emojis in Live Chat
  • getting-started
    • Abandoned Cart Recovery onboarding guide
    • Abandoned checkout best practices
    • Best Practices for SMS
    • Best Practices for WhatsApp Business
    • Best practices for your Knowledge Base datasets
    • Choosing an originator
    • Creating access keys
    • Currencies
    • Deleting your account
    • Email performance reporting with the Verify API
    • Getting Started with SMS FAQ's
    • Getting Started with WhatsApp FAQ's
    • Getting Whatsapp Opt-ins from Customers
    • Getting approval to send to restricted countries
    • Getting started with SMS
    • Google Business Messages FAQs
    • How can I get my namespace ID?
    • How do I start using WhatsApp Business?
    • How long can my WhatsApp channel remain unverified?
    • How to create a Google My Business account
    • How to get a number for the Verify API
    • How to see successful authentication metrics via the Verify logs
    • Requirements
    • How to set up Email as a channel for the Verify API
    • How to set up Entity Recognition in Flow Builder
    • How to set up Fill Form in Flow Builder
    • How to set up Google Business Messages as a channel
    • How to set up a balance warning + auto order
    • How to set up the Recognize Intent step
    • IVR
    • Length of an SMS
    • Mandatory 2FA Authentication for new and existing users
    • Message Templates guidelines
    • Number types
    • Picking a number for WhatsApp Business
    • Placing & receiving calls
    • Porting Numbers
    • Receiving Delivery Reports (DLRs)
    • Requesting Access for Restricted Countries
    • Restrictions for SMS Numbers
    • Setting up notification contacts
    • Start testing with the MessageBird WhatsApp Sandbox
    • Third party applications
    • Topping up balance
    • Using Entities in Flowbuilder to recognize timezones
    • Verified Caller IDs
    • Verifying your Facebook Business Account
    • Voice Number Restrictions
    • What does it mean to be a Verified WhatsApp Service Provider?
    • What features are supported by WhatsApp for Business?
    • What is Messagebird’s Abandoned Cart Recovery Solution?
    • WhatsApp Business Step-by-Step Onboarding
    • WhatsApp Channel Activation FAQ's
    • WhatsApp Channel Activation
    • WhatsApp phone number: From mobile app to API
    • WhatsApp: Why and how to get your customers to Opt-In?
    • When will customers receive the Abandoned Cart Recovery message?
    • Where do I find my Facebook Business ID?
    • Why do I need a service provider like MessageBird for WhatsApp Business solution?
    • Will verifying my Facebook Business Account get me an Official Business Account?
    • Working with WhatsApp Message Templates
  • hlrlookup
    • HLR Request failed or is incomplete
    • No Information in HLR response
    • The difference between Lookup and HLR
    • North-America toll free verification
    • Varying or Incorrect HLR Information
    • What are the different HLR statuses and their meanings?
  • how-to-guides
    • Create an omnichannel FAQ BOT with Flow Builder
    • Dealing with multimedia content in messages using Flow Builder
    • Forwarding calls using Flow Builder
    • Forwarding your SMS
    • How do I set the same flow for all my numbers (Default Flow)?
    • How to Call HTTP endpoint with SMS
    • How to add products in Meta Commerce Manager
    • How to automatically parse receipts in Flow Builder
    • How to build an IVR menu
    • How to create complex Regular Expressions (regex) conditions
    • How to forward calls to another phone number or SIP URI
    • How to forward incoming SMS to an email
    • How to search through Flow Builder Logs
    • How to set up Email OTP solution in Flow Builder
    • How to set up a Feedback Bot
    • How to set up a Flow to send outbound SMS
    • How to use Multiple WhatsApp Business Accounts - WABA's in FlowBuilder
    • Language Recognition with Flow Builder
    • Managing Meta Messenger Referrals in Flow Builder
    • Set up Telegram account masking
    • Set up a generic OAuth integration
    • Set up answering machine detection
    • Set up image recognition for WhatsApp
  • inbox-basics
    • How to log in to Inbox
    • Inbox onboarding guide
    • Setting up notifications for Inbox
  • inbox-for-good
    • Activate FAQ bots
    • Building an emergency Contact Center
    • Send live updates and notifications via SMS
    • Set up Interactive Phone Menus
  • inbox-reporting
    • Download Reports
    • Download reports in CSV format
    • Get to know Inbox reporting
    • Inbox reports glossary
    • Inbox reports in action
  • information-security-management-program
    • Does MessageBird have a security and privacy awareness program?
    • Does MessageBird have an Information Security Management Framework?
    • Does MessageBird have an incident response program?
    • Does MessageBird have an internal audit team?
    • Does MessageBird have any third party attestations for security?
    • Does MessageBird have documentation of their ISMS?
    • Is Management responsible for the security program?
    • What are the roles and responsibilities pertaining to security and privacy across MessageBird?
    • What is the security team at MessageBird?
  • infrastructure-security
    • Can MessageBird provide an overview of how its infrastructure is being secured?
    • Does MessageBird have a patch and vulnerability management program?
    • How are changes managed?
  • insights-reporting
    • Insights
  • instagram
    • How do I filter out Instagram story mentions?
    • How do I know if I'm eligible for Instagram?
    • I cannot find my Instagram channel after installation
    • I'm having issues when installing my Instagram channel
    • Inbound messages are not arriving to my Instagram channel
  • installing-channels
    • Adding Instagram as an Inbox channel
    • Getting started with Viber for Business
    • How to add a channel
    • How to connect and disconnect a channel from Inbox
    • How to find your Facebook Page ID
    • How to use WhatsApp Sandbox with Inbox
    • Install Facebook Messenger as an Inbox channel
    • Install LINE as an Inbox channel
    • Install SMS as an Inbox channel
    • Install Telegram as an Inbox channel
    • Install WeChat as an Inbox channel
    • Install WhatsApp as an Inbox channel
    • Install your Custom Email Domain as an Inbox channel
  • integrations
    • Connect and use Salesforce with Flow Builder
    • Connecting Inbox to Zendesk using Flow Builder
    • Updating HubSpot contacts with Inbox using Flow Builder
  • managing-inbox-admins-and-agents
    • Adding a new agent to Inbox
    • Deleting an agent
    • Import agents to Inbox using CSV
    • Inbox user roles and permissions
  • managing-inbox-contacts
    • Add a contact manually
    • Add a contact via a ticket
    • Import contacts via CSV file
    • Managing your Inbox contacts
  • messaging
    • Add an embeddable WhatsApp Button to your website
    • Do customers need to opt-in to receive WhatsApp messages from my business?
    • I want to connect my WhatsApp API phone number to my Facebook Page (Classic Pages)
    • Is there a limit to the number of WhatsApp messages I can send?
    • Is two-way messaging possible with WhatsApp?
    • Media Templates
    • Message Templates & Session Messages
    • Messaging Features & Restrictions
    • Messaging with WhatsApp FAQ's
    • Receive WhatsApp messages statuses via the API
    • What is the difference between Message Template and Template Message?
    • WhatsApp Campaigns delivery status report
    • WhatsApp messaging restriction toward Turkey
  • other-integrations
    • Can I use MessageBird with Zapier
    • How can I perform HLR Lookups?
    • How can I use the Short Message Peer-to-Peer (SMPP) network protocol?
    • How do I connect RSA SecurID (EMC) to MessageBird's SMS Gateway?
    • How do I connect SafeNet to MessageBird's SMS Gateway?
    • How do I connect SecurEnvoy to MessageBird's SMS Gateway?
    • How to set up multi-channel merchants notifications for Mollie
  • partner-accounts-api
    • Can Accounts be migrated into a Partner Network?
    • Can Child Accounts get invoiced separately?
    • Can the Partner Network be viewed in the Dashboard?
    • How is a Partner Account setup?
    • How is a Partner Network invoiced?
    • How is a Partner Network setup?
    • How many levels of Child Accounts can a Partner Network have?
    • What Services can a Partner Network use?
    • What is a Partner Account?
    • What is an example of a Partner?
    • What is the Partner Accounts API?
  • payment-billing
    • Add balance
    • Billing
    • Can I get account balance Refunded?
    • Do you offer post-pay contracts?
    • How can I change my order or invoice address?
    • How does SMS and Voice pricing work?
    • How to change the default payment method
    • How to set up Auto Top Up
    • Invoices
    • Managing Saved Payment Methods
    • Payment methods we support
    • Payment processing
    • Prepaid account billing
    • Pricing
    • Setting low balance notifications
    • Subscriptions
    • Suddenly getting billed by MessageBird
    • WhatsApp Conversation Based Pricing Changes 2023
    • Will I be charged VAT?
  • quickstarts-and-tutorials
    • Automate customer interactions using AI
    • Build an omnichannel FAQ BOT with Intent Recognition
    • How to automatically Parse Invoices in Flow Builder
    • How to set up appointment scheduling in Google Calendar using Flow Builder
    • Quickstart guide: Set up Computer Vision in Flow Builder
    • Set up an identity verification process flow with the Analyze Image step
  • receiving-sms
    • Forwarding your inbound SMS
    • I am receiving spam on my Virtual Mobile Number (VMN)
    • I did not receive an SMS on my Number
    • Managing opt-outs
    • Setting your account up to receive inbound SMS
    • Viewing your inbound SMS
    • Automatic SMS Subscriptions (Opt-in/Opt-out)
  • salesforce-marketing-cloud
    • Journey Builder setup guide
    • Journey Builder: Best practices and troubleshooting
    • Marketing Cloud Integration setup guide
    • Release history
    • Using WhatsApp rich-media templates
  • salesforce-sales-service-cloud
    • Configure the MessageBird for Salesforce app
    • Configuring business flows in Salesforce (optional)
    • Install the MessageBird for Salesforce app
    • MessageBird Conversations in the Contacts Page
    • MessageBird conversations on the Case page
    • Release history
    • Sync MessageBird conversations to Salesforce
  • salesforce
    • How to set up the MessageBird Salesforce Sales & Service Cloud integration
  • sending-sms
    • A2P vs
    • My SMS was delivered in multiple parts
    • My SMS was delivered multiple times
    • My SMS was delivered with a delay
    • My SMS was delivered with an overwritten sender ID (Changed Originator)
    • My SMS was not delivered
    • SMS Delivery Statuses
    • SMS Reporting
    • SMS Troubleshooting FAQ's
    • Scheduling your SMS
    • Sending SMS in bulk
    • Sending SMS
    • Setting a Validity Period for your SMS
    • Using Flash SMS
    • Using special characters, Unicode, and GSM-T charsets for sending SMS in different languages
    • Using templates & personalisation
  • set-up-inboxs-built-in-automations
    • Automated welcome message
    • Business hours
    • Create Follow-up actions in Inbox
    • Email notifications for Inbox tickets
    • Language recognition
    • Sentiment analysis for Inbox
    • Using Inbox automations
  • short-codes-keywords-sub-keywords
    • How long does it take for a Short Code to be provided?
    • In which countries can I get a Short code & Keyword?
    • Keywords & Sub Keywords
    • What can I do with a Keyword?
    • What is a short code?
  • sip-trunking
    • Configure your origination SIP Trunk
    • Configure your termination SIP Trunk
    • How to configure SIP Trunks on 3CX
    • How to set up an inbound SIP-Trunk
    • How to set up an outbound SIP-Trunk
    • MessageBird IP whitelist for voice calls
    • SIP Server & connection details
    • SIP Trunking with MessageBird
    • SIP Trunking
    • What is a SIP Trunk?
  • steps-catalogue
    • Fetching variable steps in Flow Builder
    • Format for 'Play a sound file' Step
    • How to use Verify with Flow Builder
    • Using Flow Builder to create a ticket in Inbox
    • Using Flow Builder to send Facebook (Meta) Messenger messages
    • Using Flow Builder to send WhatsApp messages
    • Using FlowBuilder to send Instagram Messages
    • Using database steps in Flow Builder
    • Using the "Reply to channel message" step in Flow Builder [video]
    • Using the "Send Conversation" message step in Flow Builder [video]
    • Using the "Wait for a response" step in Flow Builder [video]
  • subscriptions
    • Managing your Inbox Subscription Plan
  • support
    • Basic MessageBird troubleshooting and support tips
    • MessageBird Support Plans
  • terms-conditions
    • Terms & Conditions
    • What is MessageBird's Service Level Agreement (SLA)?
  • third-party-risk-management
    • How are vendors managed?
  • tickets
    • Get to know the lifecycle of an Inbox ticket
    • Hiding and deleting tags from agents
    • How to create and use Canned Replies
    • How to use variables in Canned Replies
    • Inbox Ticket Statuses
    • Replying and closing a ticket
    • Reviewing past tickets
    • Send ticket information to Slack with Actions
  • troubleshoot-a-flow
    • Export Flow Builder Logs
    • Flow Builder Logs
    • Issues forwarding incoming SMS via Flow Builder
    • My Flow is not working
    • My media file in my flow is not playing
    • Number not available for Flow
    • Set up alerts to monitor your flows
    • What errors can I get in the Flow Builder?
  • troubleshooting-voice
    • Call Information
    • Failed API Requests
    • Media file not playing
    • Voice Billing Details
    • Where can I find my Voice logs?
  • troubleshooting
    • API Issues
    • Cannot find templates submitted via Facebook Business Manager
    • Developer logs and errors
    • Error code when sending a WhatsApp Template Message via API
    • Failed Payments
    • How to delete orders and invoices
    • I am having login or authentication issues with the Old API
    • I am missing my delivery reports
    • I am not receiving notifications for Inbox tickets
    • I am receiving an error 500 in my dashboard
    • I can't initiate a conversation with a customer
    • I cannot add my VAT number
    • I cannot see the WhatsApp message in Inbox
    • I did not receive an SMS when trying to claim free test credits
    • I did not receive my account activation email
    • I don't see the Verify codes in my dashboard
    • I have launched my GBM but I do not see a ‘Message’ button
    • I have limited messaging options in my dashboard
    • I see an unknown item on my bank statement from MessageBird
    • Missing HLR results
    • My OTP codes sent via Email are getting in the spam folder
    • My WhatsApp Business API application is not approved
    • My WhatsApp Message Template is not sending
    • My automatic subscription charge was unsuccessful
    • My end users are not receiving their codes
    • My template application has been rejected
    • One of my agents has left the company
    • SMS errors & error codes
    • The Email channel is not working for my Verify requests
    • The owner of my Workspace is no longer with the company
    • Tickets not showing up in Inbox
    • What is the "quality rating" of a WhatsApp channel?
    • WhatsApp Account policy violations and enforcement
    • WhatsApp: Messaging Limits and Tier system
    • WhatsApp: Returning to the mobile app
    • Where can I find my MessageBird Workspace ID?
    • Whitelist MessageBird's IP addresses
  • use-cases
    • Automate the retrieval of call recordings and transcripts in Flow Builder
    • Automatically detect and translate the language in your customers' messages
    • Broadcast WhatsApp Message Templates with Flow Builder & Postman
    • Country recognition with Flow Builder
    • Create click to WhatsApp ads and link them to Flow Builder
    • Detect and extract text from images with Flow Builder
    • Fetching data during conversations with Flow Builder
    • How to Send WhatsApp Media & Text Templates Using Google Sheets
    • How to block SPAM contacts in Inbox
    • How to set up WooCommerce order notifications with Flow Builder
    • Import historical Shopify information to Inbox
    • Integrate Google signup form with WhatsApp through Flow Builder
    • Is reselling of WhatsApp for Business allowed?
    • Multi DTMF behaviour with Flow Builder
    • Use buttons to create interactive WhatsApp Template Messages
    • What are the use cases for WhatsApp Business?
  • using-different-channels-with-the-omnichannel-widget
    • How can my customers use Facebook Messenger with the Omnichannel Widget?
    • How can my customers use LINE with the Omnichannel Widget?
    • How can my customers use SMS with the Omnichannel Widget?
    • How can my customers use Telegram with the Omnichannel Widget?
    • How can my customers use Voice Calling with the Omnichannel Widget?
    • How can my customers use WhatsApp with the Omnichannel Widget?
  • using-gbm
    • How to send and receive Google Business Messages with Inbox
    • How to use Google Business Messages with Flow Builder
  • using-inbox
    • Using ticket rules in Inbox
  • using-live-chat
    • Getting started with Live Chat pop-up messages
    • Live Chat message statuses
    • Send, receive, and download attachments
    • Set up Conversation Bridging (Beta) in Live Chat
    • Set up Live Chat pop-up buttons
    • Show Omnichannel Widget URL as a Custom Attribute in Inbox
  • using-sms
    • SMS FAQ's
  • using-the-abandoned-cart-recovery-solution
    • Checkout events from Shopify
    • Managing your Webhooks
    • Specifying your audience and conditions
  • virtual-numbers
    • Buy a Virtual Mobile Number (VMN)
    • Can I port numbers to MessageBird?
    • In which countries can I get a Virtual Mobile Number (VMN)?
    • International 2-Way Messaging
    • National ID Number
    • Registration Number
    • SMS Number Restrictions
    • SMS Virtual Mobile Numbers (VMN)
    • Voice Numbers
    • What is the difference between a Shared and a Dedicated Number?
    • Why am I unable to buy a Number?
  • voice-calls
    • Billing & pricing
    • How many legs does a call have?
    • How to make an outbound call
    • How to receive a call
    • Masked transfer
    • Random Caller ID (CLI) on Voice calls
    • Recordings & transcriptions
    • What are the different call status and their meanings?
    • Where can I view my call details?
    • Number restrictions in China
  • voice-messages
    • How to send a Voice Message
    • What is the difference between a Voice Message and Voice Call?
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On this page
  • What is 10DLC and what changes for me?
  • What are my other options?
  • What use cases are accepted?
  • What are the additional costs associated with 10DLC?
  • What information do I need to gather?
  • How can I set up my 10DLC?
  • How can I set up my 10DLC if I have a number pool and shared numbers?
  • OPT-IN and OPT-OUT Compliance
  • Support to HELP keyword for Opted-Out end-users
  • T-Mobile non-compliance and non-use fines
  • Frequently Asked Questions
  • What is the cheapest solution to send SMS to the US?
  • Can I use the same number for multiple use cases?
  • How many numbers, brands, and use cases can I associate with one another?
  • What are the available throughput limits on 10DLC?
  • What steps does Bird take to register the Brand and Campaign Brief in the Registry?
  • How do the Identification and Verification of Brands work?
  • My Brand has an Unverified Status. How can I re-submit the correct info?
  • How does my Brand Verification Status affect my throughput and traffic volume?
  • How can I apply for Secondary Brand Vetting? My company is not part of the Russell 3000 Index, but we need higher throughput.
  • How can I cancel my 10DLC subscription?
  1. country-restrictions-and-regulations

United States 10DLC FAQ

PreviousUnited StatesNextcustomizing-the-omnichannel-widget

Last updated 1 year ago

With the introduction of 10DLC in early 2021, US network operators have established it as an option for A2P messaging in the country. In this article we will discuss the below topics:

Please also have a look at our at the bottom of this page to find out more about using 10DLC:

Update February 1st, 2023

Please note: Be sure to register your brand and use cases. Unregistered traffic via 10DLC will continue to be subject to P2P spam policies and will be blocked. Registration for A2P messaging via 10DLC is mandatory. Additional carrier pass-through fees are added to Bird’s outbound rates.

  • Any unregistered traffic will be blocked at the operator's discretion.

  • Campaign IDs without live traffic in the past 60 days MUST be deactivated or customer will be fined $250 USD per "inactive" or so-called ghost Campaign ID. This fine is passed to the customer, if Bird receives such fine from T-Mobile.

  • Bird now charges an additional $15 USD for each Use Case [a.k.a Campaign] registration to cover compliance review costs.

What is 10DLC and what changes for me?

10DLC is a local 10-digit phone number that requires Brand & Use Case registration and supports throughput levels suitable for A2P SMS campaigns. 10DLC is sanctioned by the mobile carriers for A2P messaging and changes are meant to provide a reliable user experience, better deliverability and higher messaging speed. If you want to send A2P messages via 10DLC in the United States, you must register your Brand & Use Case. Major Mobile Operator Networks (MNOs) offered a grace period for registration, which is now over. All current and future Bird customers must adapt to the 10DLC requirements to continue using this number solution as the originator. Please be sure to register your brand and use cases or your traffic will be blocked by network operators (carriers).

Customers should be aware of the following changes:

  • Your brands, and messaging programs per use case, should be registered and approved before going live in the US. You will find a step-by-step guide of what is expected of you below.

  • US numbers can no longer be shared by different brands/customers. If you are sending messages on behalf of multiple brands, each brand will need to have its own dedicated 10DLC.

  • US carriers have introduced additional charges for brand and use case registrations as well as carrier fees per message. Changes in pricing will be explained below.

  • Carriers will determine the actual messaging throughput after registration. More information on this is below.

These changes in the requirements for messaging via 10DLC do NOT relate to or affect toll-free numbers, WhatsApp services and voice-only long-codes.

What are my other options?

Note that in order to send SMS successfully to the United States, you must use one of the number options listed in the above article.

What use cases are accepted?

Standard Use Cases may be available shortly after the use case registration for all qualified registered Brands and do not require vetting or pre/post-approval by Mobile Network Operators.

  • 2FA - Any authentication, verification, or one-time passcode

  • Account Notifications - Standard notifications for account holders, relating to and being about an account

  • Customer Care - All customer interaction, including account management and customer support

  • Delivery Notifications - Information about the status of the delivery of a product or service

  • Fraud Alert Messaging - Messaging regarding potential fraudulent activity on an account

  • Higher Education - Campaigns created on behalf of Colleges or Universities. It also includes School Districts and educational institutions that fall outside of any "free to the consumer" messaging model

  • Marketing - Any communication with marketing and/or promotional content

  • Polling and voting - Requests for surveys and voting for non-political arenas

  • Public Service Announcement - An informational message that is meant to raise the audience's awareness about an important issue

  • Security Alert - A notification that the security of a system, either software or hardware, has been compromised in some way and there is an action you need to take

  • Low Volume (Mixed) - 2 to 5 use cases and only need very low messaging throughput. Examples include: test or demo accounts, small businesses (single Doctor's office, single Pizza shop, etc).

  • Mixed - a combination of 2 to 5 use cases under the same Campaign Registration. It is not recommended for high throughput needs, as they have lower capacity on AT&T and lower daily quota with T-Mobile.

  • Emergency - Notification services are designed to support public safety/health during natural disasters, armed conflicts, pandemics, and other national or regional emergencies.

Special Use Cases are sensitive or critical in nature and may require vetting or pre/post-registration approval by Mobile Network Operators. Requirements may vary according to each MNO.

Use cases requiring post-registration approval by MNOs

These use cases may be approved during Use Case(s) registration but are still subject to a check done by the MNOs themselves. It is possible that your Campaign is registered, but the MNO rejects your use case, which means you will not be able to send traffic.

  • Charity - Communications from a registered charity aimed at providing help and raising money for those in need. Includes only 501c3 Tax-Exempt Organisations.

  • Proxy - Peer-to-peer app-based group messaging with proxy/pooled numbers. Supporting personalised services and non-exposure of personal numbers for enterprise or A2P communications. This means that this use case can only be selected if you are using number masking in your communication.

  • Sweepstakes - All sweepstakes and ‘giveaways’ messaging.

  • K-12 Education - Campaigns created for messaging platforms that support schools from grades K-12, and distance learning centres. This is not for Post-Secondary schools.

  • Agents; franchises; local branches - Brands that have multiple agents, franchises or offices in the same brand vertical, but require individual localized numbers per agent/location/office

Use cases only available for pre-vetted brands

  • Political (Election Campaigns) - Part of an organised effort to influence the decision making of a specific group. Available only to registered 501(c)(4/5/6) and Orgs with a Campaign Verify token

NOTE: At this moment, Bird doesn't support the following use cases:

  • Carrier Exemptions - Exemption by Carrier.

  • Social - Non-commercial communication within or between closed communities. (e.g. churches communicating with parishioners).

  • Sole proprietor - Limited to entities without an EIN / Tax ID

What are the additional costs associated with 10DLC?

Please note below info is subject to change.

T-Mobile requires brand and use case registrations.

  • Additional carrier pass-through fees are added to Bird’s outbound rates.

  • Messaging blocking is expected for any unregistered traffic at the operator's discretion.

  • From Feb 1st, 2023, Campaign IDs without live traffic in the past 60 days MUST be deactivated or the customer may be fined $250 USD per ghost Campaign ID. A ghost Campaign ID is one without live traffic for a period of 60 days. Bird will pass this charge to customers, if it is received from T-Mobile.

AT&T requires brand and use case registrations.

  • AT&T Use Case Subscription fee: cost varies based on the use case.

  • Additional carrier pass-through fees are added to Bird’s outbound rates.

  • Messaging blocking is expected for any unregistered traffic at the operator's discretion.

Verizon requires brand and use-case registrations.

  • Additional carrier pass-through fees are added to Bird’s outbound rates.

  • Messaging blocking is expected for any unregistered traffic at the operator's discretion.

  • It has not communicated any plans to limit the throughput for 10DLC use cases.

Both U.S. Cellular and TextNow also require brand and use case registrations.

  • Additional carrier pass-through fees are added to Bird’s outbound rates.

  • Messaging blocking is expected for any unregistered traffic at the operator's discretion.

  • It has not communicated any plans to limit the throughput for 10DLC use cases.

Additional Registration Charges

US operators have introduced additional charges for brand and use case registrations, which Bird will pass along to our customers, in USD:

Brand Registration Fee

Applicable to any brand which is currently not registered through Bird at the Campaign Registry

US$ 4 one-off (also applicable for Brand re-submission)

Brand Secondary Vetting Fee

Fee for Brand vetting. Secondary vetting is an additional brand review done by the carriers which may allow for higher throughput.

US$ 40 one-off (optional, cost incurs independent of result)

Appeal Fee - Failed Brand Secondary Vetting

Applicable when the final result of the Brand Secondary Vetting returns as FAILED or is too Low for Brand's needs. We will request to review provided information prior Appeal.

US$10 one-off (cost incurs independent of result)

Bird Campaign Vetting Fee

Applicable to all new Use Case Registrations. This fee covers compliance review costs.

US$ 15 - per Use Case Registration (also applicable per re-submission)

10DLC Use Case Subscription Fee

Monthly cost applied to each active use case

US$10 - billed US$120/year. Bird requires a 12-month minimum commitment. Valid for most use cases. Low Volume Mixed - US$2 - billed US$24/year. Bird requires a 12-month minimum commitment. Charity - US$3 - billed US$36/year. Bird requires a 12-month minimum commitment. Emergency - US$5 - billed US$60/year. Bird requires a 12-month minimum commitment. Sole Proprietor - US$0.75 - billed US$9/year. Bird requires a 12-month minimum commitment (not supported at this moment).

T-Mobile Special Business Review fee

The following use cases qualify for special review request:

  • Number Pooling — When your use case requires 50 or more 10DLC numbers associated with a given brand.

  • Higher Daily Limit — A daily maximum volume exceeding 200,000 messages or more per brand

$500 one-off per request

Additional Carrier Pass-through Fees

There are additional Carrier Pass-through* fees per message on top of Bird message rates. These are being finalized by the operators and are subject to change.

*Note: These additional costs will be added to current Bird message rates and monthly number rental fees. Message charges will continue to be as follows: Base Bird message rate + Surcharge to destination carrier = Total message cost.

NOTE: Unregistered traffic via 10DLC will continue to be subject to P2P spam policies and messaging blocking is expected for any unregistered traffic at the operator's discretion. From March 1st, 2022 registration for A2P traffic via 10DLC is mandatory.

What information do I need to gather?

In order to set up your 10DLC correctly, you will need to register the Brand as well as create a respective Campaign Brief. The Brand is the message content provider and also the entity for which you are registering the 10DLC. You will register each messaging use case within this Brand as a Campaign Brief. Below you will find the information we need from you to action each request:

Brand Registration

Item

Description

Legal company name

The Legal Company Name of the Business the End Customer believes to be sending the message.

DBA (Doing Business As) or Brand name

If the brand name is different from the legal name

Country of registration

Country where the business is registered

Tax ID/Employer Identification Number (EIN)

Companies based outside the US should provide a business identification number for their country

Website URL

URL of the company website - No social medias URLs

Company address

Full address of the company matching Tax ID registration

Type of company

Individual • Private Company • Publicly Traded Company • Charity or Non-Profit Organisation

If public company: stock symbol

If public company: stock exchange

Business Vertical

Agriculture • Communication and Mass Media • Construction and Materials • Education • Energy and Utilities • Entertainment • Financial • Government • Healthcare • Hospitality and Travel • Insurance • Manufacturing • Non-Government Organization (NGO) • Real Estate • Retail • Information Technology

Support Contact(s)

Email and Phone number for Customer Support

Use Case Registration (a.k.a Campaign)

Item

Description

Use case

Standard: 2FA • Account Notifications • Customer Care • Delivery Notifications • Fraud Alert Messaging • Higher Education • Marketing • Polling and Voting • Public Service Announcement • Security Alert • Demo accounts

Special: Carrier Exemptions • Charity • Conversational Messaging • Sweepstakes • Emergency • Social • Political

Use Case description

How will you use the 10DLC?

Sample message(s)

At least 3 sample messages per registered use case. All messages must also include opt-out instructions. E.g.: 'Reply STOP to cancel'

Call-to-Action / Message Flow - MANDATORY

Describe how your consumer opts-in to the messaging program, 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. If multiple opt-in methods can be used for the same messaging program, you must list them all.

Content attributes - Subscriber opt-in - MANDATORY

Are you collecting and processing consumers' opt-in? For most informational alerts and promotional SMS programs, the end-user must give express permission before a business sends them a text message. End-users may give permission over text, on a form, on a website, verbally, or with written permission. You may be requested to provide proof of opt-in mechanism. Keep independent opt-in mechanism for each of your use cases.

Content attributes - Subscriber opt-out - MANDATORY

Are you collecting and processing consumers' opt-out? For most use cases, businesses must ensure that end-users have the ability to opt-out of receiving messages at any time. It can be supported via different mechanisms, including phone calls, email, or text. Example: end-user replies with keyword STOP to unsubscribe. Then, the content provider sends a final message to confirm that the end-user was unsubscribed and no further messages will be sent. You may be requested to provide proof of the opt-out mechanism.

Opt-out Keyword

MANDATORY.

'STOP' . Other possibilities: UNSUBSCRIBE, QUIT, CANCEL, END.

Opt-out Response

MANDATORY.

It must follow this compliant example: [Brand Name]: you will receive no further messages.

Content attributes - Subscriber help - MANDATORY

Have you implemented message replies providing consumers on how they can contact the content provider for customer care? Example: end-user replies with HELP for support. Customer care requires a toll-free number or email. You may be requested to provide proof of help mechanism.

Help Keyword

MANDATORY.

'HELP'

Help Response

MANDATORY.

Content attributes - Embedded link Y/N

Is there a URL in your message content?

Public URL shorteners are NOT accepted.

Content attributes - Embedded phone Y/N

Are you using a phone number within your messages other than the required HELP contact phone number?

Content attributes - Number pooling Y/N

Are you using multiple 10DLC instead of a single number? Only required for specific (special) use cases when more than 49 numbers are linked to one Campaign ID.

Content attributes - Age gated Y/N

For age-gated content. Example: an end-user is asked to put in their date of birth or otherwise represent their age before subscribing to an age-restricted messaging program. Please note that Messaging programs with SHAFT related content (sex, hate speech, alcohol, firearms, and tobacco) are NOT allowed on any carrier network.

Content attributes - Agreement with "Terms and Conditions"

Associated 10DLC for your use case

Note: Are you a current Bird customer who is migrating your long-codes to the 10DLC standard? If yes, please inform us which of your number(s) you would like to associate to each use case. This information can be shared via spreadsheet if needed. e.g. +1 XXX XXXXXXX assigned to 2FA use case

How can I set up my 10DLC?

In order to set the 10DLC up for messaging, please follow the below steps:

  1. Gather the information regarding both your Brand Registration as well as your Campaign Brief as outlined above.

  2. If you have multiple Use Cases, choose and note down which 10DLC will be used for each of your Use Cases [a.k.a. Campaigns].

  3. You will be invoice for the registration costs. Once we have received payment we will proceed with the next step.

  4. Bird will process your request with the regulator and keep you informed on your registration status. This process should take approximately 3-7 business days. When your request has been approved your Use Case will be assigned a Campaign ID that is linked to the respective 10DLCs.

  5. You can now start sending the registered traffic. Make sure that you are using the respective 10DLCs as the originator for each of your Campaign IDs.

How can I set up my 10DLC if I have a number pool and shared numbers?

Number pooling is a method for automatic allocation of numbers, which was used to facilitate message delivery before 10DLC implementation. Nowadays, each 10DLC supports high throughput levels suitable for business A2P SMS messaging. In general, number pooling are not needed - except on specific use cases - and their indiscriminate use can result in traffic blocking. We advise all Bird customers to remove and cancel all additional numbers from the pool and select only one 10DLC per use case before starting the registration process.

NOTE:

  • Each 10DLC must always be associated with a campaign and cannot be shared between multiple brands. Shared numbers among brands are forbidden.

  • Number pools for the purpose of higher throughput are not allowed nor necessary when you use a registered 10DLC. Number pools should be used only when required for business purposes, for example, in case the same campaign will be used by multiple brand shop branches. If your brand requires the use of a number pool, please make sure to list all your numbers that should be linked to that use case.

  • You are allowed to register up to 49 numbers per use case for each Brand. The allocation of 49+ numbers under the same Brand and Campaign Brief will be subject to the operator’s review at cost.

OPT-IN and OPT-OUT Compliance

Standard OPT-OUT keywords used by Bird are (all case insensitive) are

  • stop *

* No personalized opt-out confirmation is allowed for Toll-Free Numbers. For those keywords, the carriers will send a standard opt-out message as acknowledgment and block traffic immediately. This restriction does not apply to Long codes and Shortcodes.

Standard OPT-IN keywords used by Bird (all case insensitive) are:

  • unstop

  • start

  • yes

  • oops

  • revert

  • resume

  • begin

Support to HELP keyword for Opted-Out end-users

Each Bird customer must support the HELP keyword and send required HELP messages to end-users. HELP requests should be supported at all times, even when it is requested by opted-out end-users. To prevent abuse and unsolicited content delivery, Bird will allow only pre-approved HELP templates to be sent to OPTED-OUT end-users. Customized messages remain available for OPTED-IN end-users. To avoid blocking, please ensure your HELP answer to OPTED-OUT end-users matches the following template:

Manage your preferences. Reply STOP to opt-out or START to opt-in. Msg&Data rates may apply.

T-Mobile non-compliance and non-use fines

Frequently Asked Questions

What is the cheapest solution to send SMS to the US?

The cheapest solution for 10DLC Messaging is registering your Brand and applying for a Low Volume Mixed-use case. Among the standard use cases, this one has the lowest subscription fee.

This is a good fit solution if you meet the following criteria:

  • You don’t send more than 10k SMS/month across all carriers.

  • You don’t need high throughput. Low-volume mixed cases are restricted to 75 messages/minute on the AT&T network and capped volume at 2k messages/day on T-Mobile.

  • Your messages are NOT time-sensitive.

Can I use the same number for multiple use cases?

Yes, this is possible and it is called a Mixed Use Case. You can select up to 5 different standard use cases in the same 10DLC. From experience, we urge you to keep the following in mind, though:

  • AT&T discourages Mixed-use Cases. Once its grace period is over, its carrier pass-through fees will be more expensive. In addition, filtering is increased and throughput is lower when compared to single-use cases.

  • For medium/high volume traffic, Bird recommends separating the use cases in different 10DLCs. It is better to register one Campaign Brief for each use case with a dedicated 10DLC for each.

  • If a suspicious SMS is flagged on a mixed-use case traffic, it will be suspended/blocked for the 10DLC as a whole, including all use cases in that number.

How many numbers, brands, and use cases can I associate with one another?

  • You can associate up to 49 numbers to the same Brand ID + Campaign ID. Note that it won’t increase deliverability - because the throughput is limited on the Brand or Campaign level. If you have a special use case that requires more than 49 numbers linked to the same Campaign ID, it will require post-registration approval by the carriers for the use of Number Pooling and T-Mobile charges US$500/request for evaluation E.g. the special use case for Agents & Franchises.

  • One 10DLC can only be associated with one Brand + Campaign Brief (Use Case). This can be a Mixed-Use Case but note this needs to be registered as such. If you register a single standard use case but send mixed traffic, your traffic will be blocked.

  • The only option for multiple use cases in the same 10DLC is the Mixed Use Case or Low Volume Mixed (if you meet the criteria).

What are the available throughput limits on 10DLC?

Each carrier is evaluating Brands and Campaign Briefs (aka Use Cases) independently. The throughput for a particular Brand and Use Case is determined by each carrier after the registration is complete. AT&T provides throughput limits per minute for each Campaign Brief, based on the Campaign Class AFTER registration. If the Campaign Brief has multiple 10DLC, that minute allowance is shared across all linked 10DLC. Selecting a Mixed Use Case on one 10DLC will have an impact: lower throughput and higher carrier fees with AT&T. T-Mobile provides throughput limits per day for each Brand. If the brand has multiple Campaign Briefs (Use Cases), that daily allowance is shared across all Campaigns Briefs. Selecting a Mixed-use case does not have an impact on your throughput or carrier fees with T-Mobile.

Other US operators have not communicated any plans to limit the throughput for 10DLC use cases so far.

Throughput Limits on AT&T

AT&T Message Class

Use Case Type

Use Case

AT&T TPM (Transactions per minute)

A

Standard

  • Standard Use Cases (except Mixed or Marketing)

  • AT&T: 4,500 SMS TPM and 2,400 MMS TPM

B

Standard

  • Mixed

  • Marketing

  • AT&T: 4,500 SMS TPM and 2,400 MMS TPM

C

Standard

  • Standard Use Cases (except Mixed or Marketing)

  • AT&T: 2,400 TPM and 1,200 MMS TPM

D

Standard

  • Mixed

  • Marketing

  • AT&T: 2,400 TPM and 1,200 MMS TPM

E

Standard

  • Standard Use Cases (except Mixed or Marketing)

  • AT&T: 240 TPM and 150 MMS TPM

F

Standard

  • Mixed

  • Marketing

  • AT&T: 240 TPM and 150 MMS TPM

T

Basic

  • Low Volume Mixed

  • AT&T: 75 TPM and 50 MMS TPM

G

Special

  • Proxy [Number Masking]

  • AT&T: 60 TPM per number

P

Special

  • Charity

  • AT&T: 2,400 TPM and 1,200 MMS TPM

S

Special

  • Social

  • AT&T: 60,000 TPM

K

Special

  • Political [Election Campaigns]

  • AT&T: 4,500 SMS TPM and 2,400 MMS TPM

X

Special

  • Emergency services [Public safety]

  • AT&T: 4,500 SMS TPM and 2,400 MMS TPM

N

Special

  • Insurance agents, franchises, local branches

  • AT&T: 60 TPM per number

W

Special

  • Sole Proprietor

  • AT&T: 15 TPM

Y

Special

  • K-12 Education

  • AT&T: 720 SMS TPM per number

Throughput Limits on T-Mobile

T-Mobile Message Tier

Use Case Type

Use Case

T-Mobile Daily Message Cap

Top

Standard

  • All Standard Use Cases

  • T-Mob: 200,000 daily

High Mid

Standard

  • All Standard Use Cases

  • T-Mob: 40,000 daily

Low Mid

Standard

  • All Standard Use Cases

  • T-Mob: 10,000 daily

Low

Standard

  • All Standard Use Cases

  • T-Mob: 2,000 daily

Special

  • Proxy [Number Masking]

  • T-Mob: N/A

Special

  • Charity

  • T-Mob: N/A

Special

  • Social

  • T-Mob: N/A

Special

  • Political [Election campaigns]

  • T-Mob: N/A

Special

  • Emergency services [Public safety]

  • T-Mob: N/A

Special

  • Insurance agents, franchises, local branches

  • T-Mob: N/A

Special

  • Sole Proprietor

  • T-Mob: 1,000 daily

Special

  • K-12 Education

  • T-Mob: N/A

What steps does Bird take to register the Brand and Campaign Brief in the Registry?

The Campaign Registry or TCR is the organisation that is responsible for managing all 10DLC registrations. Once we get all the above-mentioned details about your 10DLC, your Brand, and your Campaign Brief(s) per Use Case, we will perform the following steps in partnership with The Campaign Registry. A simplified step-by-step is:

  1. Identification and Verification of Brands: initial check to confirm it is an actual Brand eligible for A2P 10DLC Messaging. This is the first step of the Brand Registration and will incur the Brand Registration fee of US$4 independent of the outcome. IMPORTANT: if your Brand fails to be Verified, you are not allowed to use 10DLC Messaging.

  2. Further Brand Registration: detailed registration of the Brand (public-facing brand or message content provider) within the TCR ecosystem.

  3. Brand Secondary Vetting: applicable to all Brands that are not in the Russell 3000 Index and wish to apply for higher throughput equivalent to the Message Class A, B, C or D for AT&T and Message Tier “Top” or “High” for T-Mobile. The higher throughput is not guaranteed.

  4. Campaign Brief / Use Case Registration: detailed registration of the Use Case associated with that Brand. It includes description, messaging attributes, features, sample messages, etc.

How do the Identification and Verification of Brands work?

Brand Identification confirms the existence of the Company you submitted by checking against several databases. The Brand Identity Status - Verified or Unverified - is based on the accuracy* of the submitted information.

The following information must be verified for the brand to obtain a “Verified” status:

  • EIN / Tax ID

  • DUNS number is optional but highly recommended for non-US based companies

  • Legal Company Name matching Tax ID registration

  • Legal Company Address matching Tax ID Registration

Bird suggests paying attention to the items below:

  • For US Brands, it is important that their EIN, Legal Name and Address match their registered records at the State and/or Federal level.

  • For Non-Profit Brands, 501(c)(x), it is important that the registered EIN is tax-exempt as confirmed by the IRS.

  • For Government Brands, it is important that their EIN matches a government entity.

  • For Non-US Brands, a Business Number, VAT Number, or DUNS, along with the correct registered address will help with the identification process.

  • Please note that for International Brands (from outside of the US), the initial Brand Verification process is often insufficient to move the brand to a Verified state. If you have an International brand that is in an Unverified state, assuming all of the brand details are correct, vetting will be needed in order for the Brand to pass verification and move to a Vetted_Verified state.

*Typos and outdated information can prevent a Brand from being Verified and consequently block any A2P 10DLC Messaging for that Brand. It will return an Unverified Status for that Brand.

My Brand has an Unverified Status. How can I re-submit the correct info?

You can require as much Brand Verification or re-verification as you need. Please note that each of them will cost US$4 as it is the first step in the Brand Registration process.

Please note that for International Brands (from outside of the US), the initial Brand Verification process is often insufficient to move the brand to a Verified state. If you have an International brand that is in an Unverified state, assuming all of the brand details are correct, vetting will be needed in order for the Brand to pass verification and move to a Vetted_Verified state.

How does my Brand Verification Status affect my throughput and traffic volume?

Carriers broadly categorise Brands in 4 categories:

  • Unverified Status: all traffic gets blocked. 10DLC Messaging is not allowed.

  • Verified Status, but not part of the Russell 3000 Stock Index: lower-tier throughput limited to Message Class 'E' or 'F' on AT&T and Brand Tier 'Low' on T-Mobile

  • Verified Status, with Secondary Brand Vetting: recommended for Brands that are not part of Russell 3000 Stock Index but wish to have access to the higher-tier throughputs. After Vetting, the available throughput and classification will depend on the resulting Vetting Score achieved.

  • Verified Status and part of the Russell 3000 Stock Index: higher-tier throughput limits including Message Class 'A' or 'B' on AT&T and Brand Tier 'Top' and any classification below these.

How can I apply for Secondary Brand Vetting? My company is not part of the Russell 3000 Index, but we need higher throughput.

Vetted Brands can have access to all standard Use Cases. Note that the available throughput and classification will depend on the resulting Vetting Score achieved.

Carriers allow Brand Secondary Vetting via an authorized 3rd party listed below:

How can I cancel my 10DLC subscription?

Note that canceling your Number subscription in our Dashboard directly will only deactivate the Number itself from your account. It will not cancel your 10DLC registration subscription; your subscription costs will keep running until these are cancelled by our support team.

?

Please see more information below on costs:

Bird offers other number types for sending to the US. Depending on your use case, there are different number types that might suit your company better. For more information please see here:

Please check these additional fees .

It must follow this compliant example: [Brand Name]: get help at or 8XX-EXAMPLE. Msg&data rates may apply. Reply STOP to cancel.

Please, confirm that this Messaging program will NOT be used for Affiliate Marketing and is fully compliant with current . It is MANDATORY to follow CTIA.

Before applying for 10DLC Registration, make sure you have one (or more) dedicated 10DLC (US SMS Number) linked to your account. is part of the that need approval before you can send messages. You can buy a Number and you can read here how to buy a Number:

If you need higher throughput in your 10DLC, we recommend applying for , by checking this option in the application form.

When you have the above information ready, you can apply for registration by completing this (please select 10DLC in the dropdown).

Note that adding more numbers doesn’t affect the total throughput. More information in the section

Bird will monitor standard OPT-IN and OPT-OUT keywords (see list below) to ensure compliance with the applicable regulations. If an opt-out request is received, Bird will process it and block future communications between the Sender and the Receiver (opted-out number) until this same Receiver (the end-user) OPT-IN again by sending the appropriate keyword. Personalized opt-out acknowledgment, non-standard opt-out words - for example, in different languages - as well opted-out number tracking can be set up by customers using or, if you use Contacts, activating the .

If your use case doesn’t meet these criteria, there are other standard types available for you to choose from. Please see here:

If your Brand Identification and Verification get Unverified Status, our Bird Support Team will contact you for clarification. If you realize that the information needs to be updated please reach out to our Support team .

You can apply for Brand Secondary Vetting at a cost of US$40. Just check the referred box when completing your .

- Applicable for Political use cases only

Vetting will be based on your current Brand information. Bird suggests double-checking that all details are correct before proceeding. When you have checked your details, you can initiate vetting by contacting Support on .

Note: better throughput is not guaranteed. In the rare event of a lower Vetting Score, the Brand Secondary Vetting can also impose a reduction in a Brand & Use Case throughput. Check the table for reference.

Your 10DLC registration subscription will keep running until this is canceled. If you are not sending traffic anymore but have not canceled your subscription with us, you will continue to be billed. To cancel your 10DLC registration subscription, please reach out to our Support Team via Centerlisting the Numbers that you would like to cancel, at least one month before the end of the subscription date.

US Number Options
here
United States
Restricted Countries
in your Dashboard
Buy a Virtual Mobile Number (VMN)
Secondary Brand Vetting
application form
Flow Builder
Automatic SMS Subscriptions (Opt-in/Opt-out)
here
10DLC application form
WMC Global
Aegis Mobile
Campaign Verify
Bird Support Center
Bird Support
Update Feb 1st, 2023
What is 10DLC and what changes for me?
What are my other options?
What use cases are accepted?
What are the additional costs associated with 10DLC?
Additional Registration Charges
Additional Carrier Pass-through Fees
What information do I need to gather?
Brand Registration
Use Case Registration (a.k.a Campaign)
How can I set up my 10DLC?
How can I set up my 10DLC if I have a number pool and shared numbers?
OPT-IN and OPT-OUT Compliance
Support to HELP keyword for Opted-Out end-users
T-Mobile Non-compliance and non-use fines
Frequently Asked Questions
What is the cheapest solution to send SMS to the US?
Can I use the same number for multiple use cases?
How many numbers, brands and use cases can I associate with one another?
What are the available throughput limits on 10DLC?
What steps does Bird take to register the Brand and Campaign Brief in the Registry?
How do the Identification and Verification of Brands work?
My Brand has Unverified Status. How can I re-submit the correct info?
How does my Brand Verification Status affect my throughput and traffic volume?
How can I apply for Secondary Brand Vetting? My company is not part of the Russell 3000 Index but we need higher throughput
How can I cancel my 10DLC subscription?
What are the available throughput limits on 10DLC?
What use cases are accepted?
here
support@example.com
CTIA Messaging Principles and Best Practices
What are additional costs associated with 10DLC?