Index:
- What is toll-free verification?
- Why is Talkroute making this change?
- What do I need to do?
- Prohibited use cases and limits
- What is the difference between Verified, Pending, and Restricted numbers?
- Texting best practices
- Other questions
What is toll-free verification? |
U.S. and Canadian phone carriers have implemented a new regulation that requires additional verification for toll-free phone numbers (TFNs) before sent text messages may be delivered. This change aims to protect consumers from unwanted and/or spam messages. At Talkroute, we prioritize seamless communication between you and your customers. We understand that toll-free numbers are essential to your business, and we want to ensure that you get the most out of them. While we do not have any influence over the implementation or procedure for TFN verifications, we strongly recommend that all Talkroute accounts go through the process of verifying toll-free numbers if sending or planning to send text messages. Although verification is not required, having a pending or completed verification form on file can greatly reduce the chances of your number being flagged by other providers. If you already have toll-free numbers, we recommend going through the verification process to help prevent any disruptions in texting. Some carriers may block incoming messages from unverified toll-free numbers. For new customers who are porting or ordering a new toll-free number, it's recommended to complete the verification process as part of the text activation process. The verification process is free of charge and helps ensure that your toll-free number functions properly. Text verification is only available to U.S. and Canadian customers at this time. This regulation has evolved periodically over time, so we will update this article as changes are made. |
Why is Talkroute making this change? |
At Talkroute, we want to ensure that toll-free numbers work seamlessly for our customers. However, the implementation and enforcement of text verifications for toll-free numbers is not something that Talkroute has any influence over. This is an industry-wide policy that is now being enforced across the board. |
What do I need to do? |
Important:If the form is not complete or proof of consent is not provided, we will not be able to process your request. |
Prohibited use cases and limits |
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Verification does not guarantee that your messages will not be blocked. Your number will not be whitelisted with a completed verification. To avoid having your messages blocked, it is important to follow best practices and avoid any improper uses. However, as long as the traffic you send matches what your verification application says and does not violate any prohibited use cases, your risk of receiving a block is low. Examples of prohibited uses cases are as follows, but not limited to:
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What is the difference between Verified, Pending, and Restricted numbers? |
Your toll-free verification status will determine the filtering applied to your number and message volume limits. See below for details on each status:
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Texting best practices |
Businesses rely on text messaging to communicate with customers effectively. However, it's crucial to follow best practices to avoid having your phone number marked as spam. Remember that going through the text verification process does not mean that your messages will never be marked as spam. By implementing these recommendations, you can maintain a positive sender reputation and ensure your text messages reach recipients' phones without being flagged as spam:
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Other questions |
I already have active texting on my TFNs. Am I affected by this change?
Yes, all existing toll-free numbers should be verified. Otherwise, you might experience service disruptions with text messaging moving forward. We recommend verifying your toll-free number as soon as possible. New toll-free numbers will need a completed verification upon activation. If in doubt, check your ticket history or email communications with Talkroute, or contact us and we can check whether your number(s) are already verified.
What if I don't wish to go through the toll-free verification process?
If you do not want to go through the text verification process with your Toll-Free number, you might experience service disruptions with text messaging. We can switch your Toll-Free number to a local number at no additional cost. Please contact us at support@talkroute.com if you wish to make this request.
How long does it take to verify a TFN?
Once you have sent us your completed form and proof of consent, we'll review and submit it to the TFN provider. Once a verification has been submitted, the number will be in a Pending Verification state where most filtering would be removed. The process takes between about 3-5 weeks to complete verification.
What if I have more than one TFN?
You can use multiple TFNs for the same business case by including them all on one application. A business case would be considered things like SMS marketing campaigns, appointment reminders, or emergency notifications. If each TFN is for a different business case, you'll need a separate form for each.
Will texting work during the verification process?
Yes. As of now, filtering is typically lifted while your number is in a Pending Verification state.
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