Genesys Cloud support of toll-free messaging verification for the United States and Canada
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Genesys Cloud support of toll-free messaging verification for the United States and Canada requires registration of all Genesys Cloud text messaging programs using US/CA toll-free numbers (TFNs), regardless of use case, to avoid blocking. In 2022, US/CA wireless carriers instituted TFN verification to legitimize A2P (application-to-person) messaging and decrease text spam/phishing. Registration consists of company information, use case details, opt-in method, call-to-action, and the TFN. The current lead time is 1-2 weeks. Failing to register TFNs will result in blocking. Opt-in consent is required for all programs. Genesys Cloud will block unregistered TFNs used for SMS and MMS on August 31, 2023. Throughput limits and surcharges vary for MMS by use case. Unregistered 10-digit long codes (10DLCs) have already been blocked. Voice calling on TFNs is not impacted. For additional questions, contact GenesysCloudSMS@genesys.com. The FAQ was updated on 2024-02-02 with registration deadlines. The article was created on 2022-05-11 and has been updated for consistency with industry guidelines and 10DLC support.
In 2022, the United States and Canada (US/CA) wireless carriers instituted Toll-Free Number (TFN) Verification to legitimize A2P (Application-to-Person) text messaging. The carriers created a formal process that enables TFNs to send and receive text messages. The goal for TFN Verification is part of a concerted effort to decrease text spam and phishing messages.
All text messaging programs that use US/CA TFNs, regardless of the use case, must be registered to avoid blocking.
For now, registration is managed manually through a form submission. We are presently collecting your company and use case information in a registration form that you need to fill out in its entirety before Genesys can register the TFN on your behalf. Failing to provide all the required information extends the registration lead-time. Registration consists of five main pieces of information:
Company information – Name, Federal EIN, Address, etc.
Use case information – Customer service chat, notifications, marketing, etc.
Opt-In Method – Website, Contract, IVR, Agent/Phone, Keyword, etc.
Call to Action (CTA) – How your company is obtaining consent to text your customers including evidence of how you are obtaining it.
The TFN phone number to be associated with each use case.
If you are a charity or political organization, contact GenesysCloudSMS@genesys.com for specific registration requirements.
What is A2P text messaging (SMS)?
The wireless carriers classify A2P text messaging as any business-to-consumer SMS routing to or from software, regardless of the use case. Any SMS sent from or received by Genesys software is classified as A2P.
What is toll-free number verification?
Toll-free number verification means that your use case was reviewed and deemed to be compliant before the TFN is approved for messaging.
When do I need to register?
Any new TFN must be verified before use.
Change in pending wireless carrier approval throughput:
January 31, 2024: Any newly purchased or hosted TFNs will now be fully restricted from sending SMS until verification is approved by the wireless carriers. (Previously, wireless carriers allowed a limited throughput (10,000 outbound messages a month) while verification was pending approval.)
How long does registration take?
The current lead-time to complete registration is 1- 2 weeks. If you have not already submitted your registration done so, submit your registration request as soon as possible.
What happens if I don’t register?
If you don’t register your program, your TFNs will be blocked.
If you no longer want to use your TFNs due to this registration requirement, release them from Genesys Cloud in the SMS inventory and you will not incur further charges.
Does every program need to be registered?
Yes. Regardless of how you use TFNs (for high volume campaigns, inbound customer service, low-volume testing, 2FA/OTP, and so on), your company and use case must be registered to avoid being blocked. For more information, see SMS best practices for a compliant program.
Is Opt-in required for all programs?
Yes. In the eyes of the FCC, CTIA, and wireless carriers, obtaining consent is not optional, even for inbound-initiated programs. Wherever you advertise that your customer can use text as a communication channel or sign up for a recurring message program, the expectations must be clearly defined for why they are providing their mobile number.
Do these changes only apply to SMS or is MMS affected too?
These changes apply to both SMS and MMS. Throughput limits and surcharges for MMS vary by use case.