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?

1. Download and fill out the following form below (Download in PDF or DOC file formats):
   Talkroute Verified Sender Request - PDF
   Talkroute Verified Sender Request - DOC
   
   
2. The carriers will also need proof of consent. Outgoing messages are only permitted to numbers that have provided you written or electronic consent. Note: Consent cannot be acquired from a third party. Third-party opt-in is not supported and is ineligible for verification.
   
   Please include one of the following as an attachment when submitting this form:
   
   • Website opt-in: Screenshots of the website where the subscriber adds their number and agrees to receive messaging.
   • Support Website Posting: Screenshots of where the number is advertised and where customers find the number to send a text.
   • Keyword opt-in: Screenshots of where subscribers find the keyword to opt-in to messaging.
   • On-Site POS: Screenshots of where the subscriber enters their number on-site at the point of sale and agrees to receive messaging.
   • IVR opt-in: Screenshot of opt-in in subscriber database or CRM.
   • Paper form (Customer/Employee): Photocopy or screenshot of the form.
   
   
3. Once completed, send an email to support@talkroute.com with the subject line "Talkroute Toll-Free Verification". Please include your account number in the body of the message, and attach your filled-out form and proof of consent.

Prohibited use cases and limits

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:

These prohibited use cases are separate from Talkroute's own use policies. All Talkroute usage is subject to our reasonable use policy. For more information, please visit the Talkroute Terms and Conditions Page.


If you have completed verification and you believe your messages are getting blocked, please contact us at support@talkroute.com. We can work with our partners to get the verification details to the carrier and ask for the block to be removed.

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:

• Verified: Gone through the toll-free verification process and were approved. Verified numbers are subject to light filtering. If traffic does trigger any filters, that specific content will be blocked but the number will not be automatically blocked. 
  
  
• Pending Verification: Submitted a toll-free verification application, and currently awaiting a response from the aggregator. Pending verification numbers are subject to moderate filtering. These numbers will remain in this pending state until a decision has been made on the verification request. Blocking can be applied to individual content, or there can be an automatic block of all traffic from the number. Once your verification has been submitted by us, it can take an additional 1-5 business days for your pending verification status to apply. 

• Restricted (Unverified): Numbers have either 1) not submitted a verification request or 2) have had their application denied. These numbers are subject to the highest amount of filtering, and numbers in this state will automatically get shut off if any spam or unwanted traffic is detected. 
  • Daily Limit: 500 messages
  • Weekly Limit: 1,000 messages
  • Monthly Limit: 2,000 messages 

    • All messages, regardless of being successful or not, will count toward the daily, weekly, and monthly volumes. For example, if a customer sends 2,000 messages on the first of the month, the first 500 messages will be allowed to send, and the remaining 1,500 messages will be blocked. All 2,000 messages will count toward the weekly and monthly totals.

    • TFNs sending traffic to Canada - Unverified traffic destined for Canadian TNs will be blocked – the above limits only apply to traffic destined for U.S. telephone numbers (TNs). Once a TFN is in a pending state, these blocks no longer apply.

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:

• Obtain Proper Consent:
  • Make sure customers explicitly provide consent to receive text messages from your business.
  • Clearly communicate the purpose of your messages and the type of content they can expect.
• Respect Stop Messages or No Responses:
  • Honor unsubscribe requests promptly and remove recipients from your messaging list.
  • Avoid sending messages to customers who have indicated their preference to stop receiving communications.
• Avoid Using Shortened Links:
  • Use full, recognizable URLs instead of shortened links.
• Keep Your Messages Varied and Personalized:
  • Craft unique and diverse message content to prevent repetition and monotony.
  • Address recipients by their names or include specific details relevant to their interactions with your business.
• Limit Frequency and Timing:
  • Control the frequency of your text messages.
  • Avoid sending excessive messages or sending them at inconvenient hours.
  • Set a reasonable cadence for your communications to ensure a positive user experience.
• Maintain a Balanced Message Send-to-Receive Ratio:
  • Encourage recipients to respond to your messages.
  • Provide opportunities for customers to engage or respond.
• Monitor and Respond to Feedback:
  • Actively monitor and address feedback, complaints, or unsubscribe requests from customers.
  • Promptly respond to concerns or inquiries to demonstrate your commitment to customer satisfaction.

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