Upcoming Changes to SMS

[texaspro]

My office (real estate brokerage) does not send text messages to our customers unless they text us first. And even then, it's just quick replies. No active texting campaigns. Am I still required to complete the "Campaign Registration"? 

[Ray_Harwood]

Welcome to the Zoom Community, @texaspro.

Good question!  I’ve been chronicling my own 10DLC adventure in this post, Does Zoom Phone 19DLC Requirement Apply to Everyone?

I do plan to raise the issue with some of my Zoom contacts this week. Stay tuned for real answers – I hope. 

My personal opinion summary is that 10DLC registration is only required by composites doing A2P (Application to Person) messaging, like automated tracking services with responders, and not for P2P (Person to Person) messaging. Unfortunately there is also discussion online that carriers like Zoom and RingCentral are going to be subject to more scrutiny which may require additional registration. 

It’s all still very confusing. I’ll do what I can to help clear it up in the next week or so. 

[JoshT]

According to my zoom account rep, this applies to all Zoom Phone customers because Zoom is the Application. 

[dtswcan]

We use an SMS called Textline (textline.com)  we use Textline because they have an easy API to automate sending Transactional SMS messages from our business application.  Textline has not asked us to complete a 10DLC.  Over reacting?  

[Ray_Harwood]

Maybe they're just not communicating about it:

https://www.textline.com/blog/everything-to-know-about-10-dlc-10-digit-long-codes-and-why-you-should...

If you're sending large volumes, you might look farther into it.

My point really is this: The overall communication of this thing (is it a regulation? a ruling? just a requirement from some entity?) has been poor from everyone, in my opinion.

[FORE-Craig · Accepted solution]

Hi @texaspro 

Yes! It is a requirement from mobile phone carriers being required of cloud-based phone systems like Zoom Phone. The compliance has nothing to do with whether you send automated messages for marketing campaigns. That is just the terminology employed in the industry used to register your business, so that your messages for mobile customers won't be blocked.

The following Zoom article explains it better that I do:

https://support.zoom.us/hc/en-us/articles/4421899070861-SMS-placeholder-URL-1

I hope that helps!

[moep]

How the hell are we supposed to say what our text messages are going to say?  These are text messages, not campaigns.  We have over 2000 phone number but you only allow 48 per campaign, even though these are not campaigns.  You gave us NO TOOLS to add info to the bottom of the message.  You gave NO TOOLS to keep track of who has said STOP.  You guys only said, what is your message going to say.  How the heck am I  supposed to know what the text messages are going to be?  You guy keep saying it is a regulation but aren't willing to help.

[Zubairk]

No, if your office does not engage in active texting campaigns and only responds to customer-initiated texts with quick replies, you are not required to complete the "Campaign Registration." However, it's still a good idea to familiarize yourself with any relevant regulations regarding text message communications in your area to ensure compliance and maintain transparency with your customers. If you have any doubts or questions, consulting with legal counsel or relevant regulatory authorities can provide clarity on your obligations.

[ploconte]

Quick SMS message replies are not being delivered.  I set up a campaign to see if that made a difference, but still no luck.  Any idea what I might be missing?

[Ray_Harwood]

Welcome to the Zoom Community, @ploconte.

As you are a Zoom Partner, I’d highly suggest putting in a Support Ticket – or better yet, calling Support directly. They will then be able to look at your setup and determine if there is an issue. There are way too many variables – you “set up a campaign”, fine. But have you complied with all of the requirements of this document?

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0059576

Also, there was an Incident Report May 2 which might have affected this:

https://status.zoom.us/incidents/vwsf1rnff398 

[Monte-]

We are about to pilot Nice and have a test instance up and running.  I am wondeirng how others manage sms concent of customers approving receipt of SMS?  Does Nice provide any tool to capture concent provided via sms or does one need a 3rd Party solution/DB to keep track of customer concent to sms?  I am reading fines for illegal messaging are up to $500 per message received with no limit so I want to have thing in order to manage and prevent issues/fines.  Today I asked Nice what the can do or recommend to manage customer concent, but have not heard back yet.  I also have been search on the web and in zoom's knowledge base but not finding anything.  Suggestions are appreciated.