To reenable the SMS texting functionality, your admin will need to register your business with The Campaign Registry (TCR) for A2P (Application to Person) 10DLC (10 digit long code) with Twilio. This is a requirement by phone companies to ensure that your text messages are not blocked or spam filtered.
Upon registration approval, you’ll be assigned a toll free number automatically. At this time, we do not dictate the number and it cannot be changed once assigned. This is the number your prospects will see as the sender when receiving your link via SMS texting.
This is a required step to reactivate the SMS texting functionality on your dashboard. If you do not register, SMS Texting will not be available for you on the dashboard. You can still email your link and continue to use the dashboard as you normally would if you choose not to register. Only admins will be able to process the registration for your company. If you do not see the form, please reach out to your account admin.
Where can I register?
The registration forms to enable SMS texting are now live. You can access them here.
The form is housed in the Messaging page. You will see the Register for Text Messaging button in the top right corner. Once you’ve registered and the registration has been approved, this button will change to Send Text.
Once you’ve clicked on the Register for Text Messaging button, you’ll be brought to the Text Messaging Registration page. Please read the message on this page then click Begin Registration to access the registration form.
How to fill out the form, Required Information, and Submitting the form
The form is split into 3 parts: Business and Contact Information, Business Address, and Messaging Use Case. We suggest that you gather the information required for each section prior to clicking the Register for Text Messaging button. This will ensure you’re prepared and that the registration has the best chance for a successful submission.
Business and Contact Information section
This portion of the form will gather the legal name of the business and the contact information for the business. Some of the information may be prefilled for you.
Please Note: The Legal Entity name should match the name listed on your website.
Required Fields for the Business and Contact Information section
Legal Entity Name - The end business the customer is engaging with.
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.
Website URL - The URL for the website of the business. This must be a functional website for this business. It will be checked as part of the registration process.
This website must be functional, and it must bear some relationship with the business name.
First Name - The first name of the business' authorized representative.
If the company is a Sole Proprietorship, this is the Sole Proprietor's first name.
Last Name - The last name of the business' authorized representative.
If the company is a Sole Proprietorship, this is the Sole Proprietor's first name.
Email address - The email address of the business' authorized representative.
Phone Number - The phone number of the business' authorized representative.
Business Address section
This portion of the form will gather the physical address information registered to your business.
Required Fields for the Business Address section
Street Address - The number and street of the business address. This should be the business' physical location.
Street Address Secondary - (optional) Additional address information such as Suite number.
City - The number and street of the business address.
State - The two letter abbreviation for the state of the business address.
ZIP Code - The ZIP code of the business address.
Messaging Use Case section
This section of the form is going to gather the precise details of why you’ll be texting your customers and the message content you’ll be sending. Some of the information may be prefilled for you.
Required Fields for the Messaging Use Case section
Estimated monthly messaging 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.
Text Messaging 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 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. Whatever method you choose, you must provide documentation of it in the Opt-in policy image URLs section.
VERBAL: This should be a sample script of how you present the text link to your prospects. Please include an opt in section and an opt out section showing that the text is not a requirement of your services.
OPT IN
Example Agent: "I’d love to get a quote started for you! I have a great tool that gathers all of your insurance information with just a few clicks. I can send you a text to that link. You can text STOP to opt out at any time and standard messaging rates apply. Are you interested?"
Example Customer: "Yes"
Example Agent: "Great! What is the number you’d like to receive the text on?
Example Customer: “Yes, you can text me at ‘cell phone number’.”
Example Agent: “We will send you a text message to gather that insurance information shortly."
OPT OUT
Example Agent: "I’d love to get a quote started for you! I have a great tool that gathers all of your insurance information with just a few clicks. I can send you a text to that link. You can text STOP to opt out at any time and standard messaging rates apply. Are you interested?"
Example Customer: "No, I don’t want a text"
Example Agent: "No problem, I completely understand. Let’s start the process now without using the link.
NOTE: If you choose VERBAL, you must provide the sample verbal consent collection in the Opt-in policy image URLs section. We suggest a Google document that gives access to anyone with the link.
NOTE: You must insert your logo at the bottom of your document to meeting the individual branding requirements.
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.
You can build your own SMS Opt-in using a site like Google Forms. Be sure to add a checkbox for the user to explicitly opt into SMS messaging. The checkbox needs to be optional, so the user can submit the form without opting in if they choose.
NOTE: If you choose WEB FORM, you must provide the link to it in the Opt-in policy image URLs section.
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 Opt-in policy image URLs section.
VIA TEXT:
A Keyword campaign example:
You can create a keyword campaign using a site like Textedly.
NOTE: If you choose VIA TEXT, you must provide the keyword campaign info in the Opt-in policy image URLs section.
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.
You can generate your own QR Code using a site like QR Code Generator.
NOTE: If you choose MOBILE QR CODE, you must provide the QR Code in the Opt-in policy image URLs section.
Proof of Message Opt-In URLs - You must provide one or more reachable, resolvable and publicly accessible URLs containing the screenshot or capture of the format or the site where the customer enters the information to opt-in. Please enter one URL per line. The URLs must start with https:// and be accessible to anyone with that link to expedite verification.
Twilio follows strict protocols on this requirement so you must provide this information in the format specified for each use case below. If you do not provide this information, your registration WILL BE rejected.
The more detailed the information about the opt-in process, the better. The information provided for review within the Opt-in Policy Image URLs example should be clear and allow for verification of what specifically the customer does to opt in/sign up to receive SMS from the end-user business.
Examples of Proof of opt-In URLs
VERBAL must include the sample verbal consent collection (e.g. script) 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 opt in.
You can build your own SMS Opt-in using a site like Google Forms Be sure to add a checkbox for the user to explicitly opt into SMS messaging. The checkbox needs to be optional, so the user can submit the form without opting in if they choose.
PAPER FORM: Provide the form. Can be a scanned copy.
You can save your scanned copy to Google Photos and use the URL for that photo.
VIA TEXT: Must describe the keyword campaign in a document.
What is the keyword?
Where does the consumer/subscriber find the keyword?
You can create a keyword campaign using a site like Textedly.
Screenshots/pictures/URLs are best.
MOBILE QR CODE: Include a document with the QR Code. Can be a scanned copy.
You can generate your own QR Code using a site like QR Code Generator.
NOTE: If you choose MOBILE QR CODE, you must provide the QR Code in the Opt-in policy image URLs section.
Messaging Use Case Category - In most cases, the appropriate use case will be Customer Care so this field will be prefilled for you. Please make sure to select the correct use case. Selecting another Use Case Category could result in a rejection due to stricter requirements for that Use Case Category.
Messaging Use Case Description - This field will be prefilled for you.
Message Content - This will be an example of the actual text of the message you will be sending to your customer. This may be prefilled with an existing SMS texting template from Canopy Connect.
Additional Information - Any additional details 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.
Submitting the form
Once you’ve completed and submitted the form, you’ll see a confirmation message on the dashboard.
All Admins on your team will also receive an email providing confirmation that the submission was received.
How long will the registration approval process take?
Once you’ve submitted your registration, that registration will be reviewed and is subject to approval. The time for approvals may take 3-5 business days. We are unable to expedite this process.
How will I know my registration is Approved?
Once your registration is approved, all Admins on your team will receive an email to update you of your company’s approval. You will also notice that your SMS texting is now available.
What do I do if my registration is Rejected?
If the submission is rejected, all Admins on your team will receive an email to notify you of the rejection, along with whatever reason(s) were provided by Twilio as to why the registration was rejected.
These same reasons will also be viewable in the dashboard on the registration page:
If your registration was rejected, you can click Begin Registration to resubmit your registration. Please make sure to note the reasons it was initially rejected and update that information in the new submission.
Some rejection reasons do not allow the editing of your registration. If you get an error while trying to do so, please contact us for assistance.
Please note: The review time should be quicker than the initial submission so long as you resubmit within 7 days of the initial rejection.
Rejection Reasons Explained
Opt-in cannot be a requirement for service
Users must be able to go through your process without opting into SMS messaging if they prefer.
How to fix this rejection:
Web form: Add a checkbox for the user to explicitly opt into SMS messaging. The checkbox needs to be optional, so the user can submit the form without opting in if they choose.
Other opt-in methods: Ensure you have an alternate process available if the user does not want to opt into messaging and ensure this is visible in your opt-in process by adding an opt-out section.
Opt-in provided is not sufficient
The image/URL provided in the “Opt-in Policy Image URLs” field do not appropriately demonstrate how the opt-in process works.
How to fix this rejection:
Please see the Examples of Opt-in Policy Image URLs section for examples of valid Opt-in Policy Image URLs. You must provide a valid example.
An example URL to a Google doc: https://docs.google.com/document/d/1gJ4CqSkegj9MAZ6EtQ-KzCP-U7-maJ89hhCOSqD-VzM/edit?usp=sharing
Can't Verify Business Information - Correct Business Information / Address / Contact / URL
The contact details you've entered on the Contact Information page don't match.
How to fix this rejection:
Your Legal Name should prefill for you based on the company name in our database.
Make sure when you are entering the Website URL, it is your Agency Website.
Other reasons
If you need assistance with a different error message, please contact support either via live chat from the dashboard or by emailing support@usecanopy.com with the relevant message and we will assist you.
FAQ
You can find the most frequently asked questions here.