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Required Information for Toll-Free Verification

Toll-Free Verification requires a number of specific pieces of data to be submitted for review. This information is then used to help identify the end business sending messages, and ensure that they have proper measures in place to send compliant traffic. This guide explains each piece of information required for verification, and contains examples of good and bad submissions.

Note: Refer to the documentation links below for a detailed walk-through of how to use the Messaging Compliance API or Console for submitting verification requests..

Table of contents

Required Data and Examples

The information below provides a deeper description with examples of some of the request parameters in the API documentation.

Toll-Free phone number SID

This is Twilio’s phone number SID. Note that if a phone number moves accounts, the phone number SID changes and the toll-free verification no longer applies to the toll-free phone number. You will have to re-verify the phone number.

Business 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 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 a valid address.

Message Volume

The estimated monthly volume on the toll-free phone number referenced in the submission. Choose the closest value and if it increases, use the value of where you expect to be in 6 months.

Approved Examples: One of the following: 10; 100; 1000; 10000; 100000; 250000; 500000; 750000; 1000000; 5000000; 10000000+

Provide the closest number of messages to one of the numbers listed above

Rejected Examples: N/A

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

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 Summary

The explanation on 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

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 for or what will the end-user/mobile handset be receiving from the end-user business.

Production Message Sample

Refers to the production level 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.”

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 OptInImageUrls 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.

 

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.

 

OptInType Examples:
VERBAL

Twilio IVR: "As part of our service we can send you automated monthly text alerts regarding Twilio account payment activity. We will send two messages per month. Message and data rates may apply, depending on your mobile phone service plan. At any time you can get more help by replying HELP to these texts, or you can opt out completely by replying STOP. Mobile Terms of Service are available at http://twil.io/terms and our Privacy Statement can be found at https://twil.io/privacy. Please reply with 'yes' or 'no' to indicate if you would like this service".

Twilio Customer: "Yes please"

Twilio IVR: "Great! We will send you a text message to confirm your enrollment here shortly."

NOTE: If you choose VERBAL, you must provide the sample verbal consent collection in the OptInImageURLs document

WEB_FORM

An embedded form on the end-business’s website that prompts end-users to enter their mobile handset phone number and opt into the texting campaign.

TFV_WebFormExample

 


Build your own SMS Opt-In template here

NOTE: If you choose WEB_FORM, you must provide the link to it in the OptInImageURLs parameter

NOTE: Checkbox should be selectable by end-user for opting in and not preselected

PAPER_FORM

An in-store visitor completes a physical form that collects their phone number and their consent to subscribe to your texting campaign.

NOTE: If you choose PAPER_FORM, you must provide the form in the OptInImageURLs document

VIA_TEXT

A Keyword campaign example:

TFV_TextKeywordCampaign

NOTE: If you choose VIA_TEXT, you must provide the keyword campaign info in the OptInImageURLs document

MOBILE_QR_CODE

A QR code that links to an online form that prompts end-users to enter their mobile handset phone number and opt into the texting campaign. QR code can direct the mobile handset to their messaging application with a templated opt-in message, or can lead to a web-form as outlined above.

NOTE: If you choose MOBILE_QR_CODE, you must provide the QR Code in the OptInImageURLs document.

Opt-in 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 hears (IVR script/verbiage). 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 clearly 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 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: http://www.johnscoffeeshop.com/signupforsms

This is a direct URL to the opt-in sign up page.

Approved Examples: http://www.johnscoffeeshop.com/image123.png

This is a publicly accessible link to a hosted image of the opt-in or Screenshot of the SMS opt in page.

Approved Examples: http://www.johnscoffeeshop.com/document123.docx

​​This is a publicly accessible link to a hosted document of the opt-in process.

Approved Examples: "Keyword: Coffee. The keyword is found on a sign at the register of John’s Coffee Shop where customers can see the keyword and text in to the Toll-Free Number. Once the customer texts the keyword, they are provided a double opt in where they are asked to Reply Y to confirm they would like to receive promotional SMS"

This includes a good amount of detail about the opt-in process. It addresses what the keyword is, where the customer finds the keyword and what happens after the end-user/mobile handset texts the keyword to the Toll-Free number.

Rejected Examples: http://www.johnscoffeeshop.com

URLs that don’t direct to the exact sign-up, URLs that are behind a login/password screen or URLs that don’t resolve..

Rejected Examples: a document that outlines a point of sale situation, but it vague on details, like: "Customer receives a text of a point of sale receipt"

It doesn't demonstrate the process. Where does the customer give the consent? Provide a screenshot/picture/url from the POS and language the customer is agreeing to.

Additional Information

Any additional details (i.e., privacy policies, onboarding controls, etc...) that you want to add or that you believe will help with the verification such as privacy policies, AUPs, additional onboarding controls you have, links, etc..

Approved Examples: http://www.johnscoffeeshop.com/privacypolicy

This section is for any additional details that will help with the verification such as privacy policies, onboarding controls, justification for more than 5 numbers with the same business name and business address, etc. that don’t fit into the other fields on the submission

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