SMS/MMS 10DLC Compliance for Zoom Phone and Zoom Contact Center


 

A 10DLC campaign registration is required by U.S and Canada mobile carriers to enable business to consumer (A2P) messaging. This feature enables admins to sign up their organization for the 10DLC (10 Digit Long Code) regulation compliance to use SMS with Zoom Phone. 10DLC compliance does not change any functionality of the Zoom SMS service, for example, the limitation of 10 users per group text still is enforced.

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We are experiencing delays in 10DLC campaign registration approval and number pool requests. Learn more about this delay. Additionally, as of September 21, 2023, mobile operators AT&T and Verizon have started blocking MMS originating from non-10DLC registered phone numbers. Learn more about this MMS disruption.

Notes:

This article covers:

Prerequisites for 10-Digit Long Code compliance

How to create a Brand to register the business information and phone numbers

You can create your 10DLC brand to register your business information with the Zoom Phone carriers. This is required to use SMS with Zoom Phone.

Notes:

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. Click Create 10DLC Brand.
  4. In the Brand Summary page, enter the following:
    • Legal Company Name
    • DBA/Brand Name (If applicable)
    • Your Company’s Legal Form
    • Your Country/Region of registration
      Note
      : United States and Canada only.
    • Tax Number, ID, or EIN (Employer Identification Number)
      Note
      : Applies to the United States and Canada only. Businesses in Canada need to use their Business Identification Number (BIN).
    • Your Business Location Address
      • Select or enter your Country of Registration.
        Note: United States and Canada only.
      • Enter your business address, city, and zip code.
  5. Click Continue.
  6. In the Brand Details, complete the brand details and contacts information, and enter the following:
    • Brand Details:
      • Website: Add your website.
      • Vertical Type: Add your vertical (the vertical type is your company’s industry).
      • Stock Exchange (If applicable): Select your stock exchange from the drop-down.
      • Stock Symbol (If applicable): Add your stock symbol.
  7. Click Continue.
  8. Review your brand information, then click Confirm and Submit.
  9. (Optional) To the right of the item you desire to make any changes to, click Edit.
    Note: Once you click submit, you cannot edit your brand.
  10. Click Submit.

How to delete a Brand

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. In the My Brand section, identify the brand you want to delete.
  4. To the right of the brand, click the ellipsis  and select Delete.
  5. In the brand details page, click Delete.
  6. In the dialog box, Are you sure you want to delete your brand, click Delete to confirm.

How to create an SMS Campaign

Once the brand is created, you can create a campaign. The campaign will be used to assign your company phone numbers and enable SMS.

Notes:

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. In the SMS Campaigns section, click Create SMS Campaign.
    The New SMS campaign page will display. On this page, you will complete the requirements and details.
  4. In the Requirements section, select the following as they apply to your company:
    Note: The requirements section details the information required by all major communications carriers for companies sending more than 1,000 SMS messages per day or more than one message per second.
    • I am collecting and processing consumer opt-in.
    • I am collecting and processing consumer opt-out.
    • I have implemented a response to the HELP keyword informing customers of how they can contact the message sender.
  5. In the Campaign Details section, enter or select the following:
    Note: The campaign details section requires information about how your company will be using the SMS campaign.
    • In the Campaign name box, enter the name of your campaign.
    • In the Description box, enter a description as per the examples provided.
    • In the Campaign Type box, select Zoom Phone or Contact Center as your product.
  6. In the Opt-In To SMS Messaging, select the following:
      • How are you gathering consent to end SMS/MMS: You must select at least one of these options on how you gather consent from the mobile numbers you will be sending SMS messages to. When you select one of the options you will see examples of that option.
        Note: In your own words, you can explain how you gather consent. For example, if you have a website that your customer gives you their phone number to send messages to, make the website selection, and explain this is how they enter this information and which website they do this at.
      • Outbound messages to unknown numbers: Determine what your users can do if they are the first ones to initiate a conversation with a new number.
      • Inbound messages from unknown numbers: Determine what your users can do if a new number has initiated a conversation.
      • Opt-in Message: Use the default message or click Edit to change the opt-in message.
      • Response to Help: Use the default message or click Edit to change response to help message.
      • Message Attachment: Select your message attachment type.
  7. Click Continue.
    The carrier campaign question page will display.
  8. In the Carrier Campaign Questions section, complete the following:
    Note: You will provide information about your company’s SMS message categories and related information.
    • Do ALL customer-facing messages fit into the categories: Account Notifications, Customer Care, Delivery Notifications, or Marketing, and Public Service Announcements? - select Yes or No
    • Will messages include:
      • URL links? - select Yes or No
      • Phone Numbers? - select Yes or No
      • Age-gated content? - select Yes or No
      • Lending or Loan Arrangements? - select Yes or No
  9. In the Sample Messages section, enter the following:
    Note: You can provide up to five sample messages of the type you expect your company to send. For your sample message, you must add reply with STOP, to stop messages. Without this at the end of your message, it will be rejected.
    • In Sample Message 1 box, type your first sample message.
    • In Sample Message 2 box, type your second sample message.
    • Click Add Another Sample Message to add additional sample messages.
  10. Click Continue.
  11. In the Confirmation page, review the SMS Campaign information, click Edit to make any changes, then click Save if you make any changes.
  12. Click Submit, once your review is complete.
    Note: Allow up to 4 weeks for carriers' review and approval.

How to resubmit an SMS Campaign

If the campaign has expired, you can resubmit it.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. In the SMS Campaigns section, identify the campaign that expired, then click on its name.
    The Campaign Details page will display.
  4. Click Re-submit, then in the dialog box click Re-submit.
    Note: You can submit the campaign with the same settings as the original campaign. Resubmitting an SMS campaign re-enables the phone numbers associated with the campaign, after carrier approval.

How to delete an SMS Campaign

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. Click on the name of the campaign you wish to delete.
  4. Click Delete.
  5. In the dialog box, Are you sure you want to delete your SMS Campaign, click Delete to confirm the deletion.
    Note: The delete action also deletes the associated phone numbers from the SMS campaign. After deletion from the SMS Campaign, those phone numbers will not be able to use SMS. This action is irreversible.

How to assign Zoom Phone numbers to an SMS Campaign

Once the SMS campaign page is submitted, and 10DLC has been approved and enabled on your account, you can now assign phone numbers to your campaign. Your phone numbers will stop being able to send SMS until you follow the steps below to enable SMS and assign a campaign to the number.

Notes:

Verify your campaign is approved

You need to confirm your campaign is approved before assigning phone numbers to it, otherwise if it is not approved, you will not be able to add numbers to the campaign.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. To the right of the SMS campaign, verify the Campaign Status as being Active.
    If the status is active, you can now add numbers to your campaign as mentioned in the sections below.

Assign 48 numbers or less to the SMS Campaign

  1. Sign in to the Zoom web portal.
  2. Confirm your campaign is approved.
  3. In the navigation menu, click Phone System Management, then click Phone Numbers.
  4. Select the Assigned tab, then to the left of the phone numbers, select the check box of the number you desire to assign.
  5. (Optional) Click Add to add a new phone number to your campaign.
  6. On the top left of the list, click Assign SMS/MMS Campaign.
  7. In the Choose Campaign drop down, select the campaign where you want to assign the phone number.
  8. Click Submit.
  9. In the dialog box, stating Your request has been submitted. Please allow one business day for SMS/MMS activation, click Close.

Assign 49 numbers or more to the SMS Campaign

Note: These requests can take up to 4 weeks to process.

  1. Sign in to the Zoom web portal.
  2. Confirm your campaign is approved.
    Note: If the campaign is not approved, your request to add more numbers will be denied and the ticket will automatically close.
  3. In the navigation menu, click Phone System Management, then click Phone Numbers.
  4. Click the Assigned tab, then click Export to export your phone numbers.
    A csv file will be downloaded onto your computer for you to delete any phone numbers that do not need SMS enabled.
  5. Once your csv file is ready, create a support ticket to send the file to the Zoom Phone porting team as follow:
    • In the request type drop down box, select Zoom Phone Number Porting.
      A Required Information page will display.
    • In the Type of Issue drop down box, select SMS Concern.
      Notes:
      • Make sure your provide all required information noted by a star *.
      • If you are planning on having more numbers than you have attached, please add the total number in the ticket so we can support your growth of Zoom Phone SMS.
    • In the Attachments box, add or drop the CSV file.
    • Click Submit.
      Notes:
      • The Zoom porting team will update you via the ticket for any information that might be needed as well as a timeline for when the numbers will be enabled for SMS.
      • Once your phone numbers have been approved by Zoom’s third-party carrier, a ticket response will be sent to you with an update that your numbers are SMS enabled.

Once your campaign has been approved for 49 numbers or more, you can follow the directions below to assign the campaign to phone numbers.

    1. Sign in to the Zoom web portal.
    2. In the navigation menu, click Phone System Management, then click Phone Numbers.
    3. Select the Assigned tab,
    4. To the left of the phone numbers, select the check box of the number(s) you desire to assign.
    5. (Optional) Click Assign SMS/MMS Campaign to assign a campaign to the selected phone numbers.
    6. In the popup, click the drop-down menu and select your campaign and submit.
    7. In the For Individual section, click on the number.
    8. Click the “choose campaign” box and select your campaign to the right of SMS/MMS.
      Note: This is supported for US phone numbers and requires a 10-digit long code (DLC) campaign. If the phone number selected is not applicable to SMS, you will see a dialog box stating The numbers you selected do not support messaging.
    9. In the dialog box, stating Your request has been submitted. Please allow one business day for SMS/MMS activation, click Close.

Note: If you have any questions surrounding a campaign of more than 49 phone numbers after carrying out the above process, submit a request to Zoom Support.

Unassign a Campaign from phone numbers

You can unassign/disable a phone number from a campaign. To re-enable these numbers, you will need to create a new campaign.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management, then click Phone numbers.
  3. Select the Assigned tab, then to the right of the phone numbers, select the checkbox of the numbers you desire to unassign from a campaign.
  4. Click Disable SMS/MMS.
  5. In the dialog box, Disable SMS/MMS for Selected Numbers, verify the list of phone numbers to disable from the campaign.
  6. Click Save.
  7. In the dialog box, Your numbers were successfully disabled for SMS/MMS, click Close.

Guidelines for setting up Zoom SMS with 10DLC Compliance for conversational messaging

Follow these guidelines for setting up Zoom SMS with 10DLC for a person-to-person messaging scenario.

How to assign Zoom Contact Center numbers to an SMS Campaign

Once the SMS campaign page is submitted, and 10DLC has been enabled on your account, you can now assign phone numbers to your campaign. Your phone numbers will stop being able to send SMS until you follow the steps below to enable SMS and assign a campaign to the number.

Notes:

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Phone Numbers.
  3. Click the Assigned tab.
  4. Next to the phone numbers, select the check boxes of the numbers you want to assign.
  5. At the top of the table, click Assign SMS/MMS.
  6. Select an SMS Campaign to assign the numbers to.
  7. Click Submit.
  8. In the dialog box, stating Your request has been submitted. Please allow one business day for SMS/MMS activation, click Close.

Unassign a Campaign from phone numbers

You can unassign/disable a phone number from a campaign. To re-enable these numbers, you will need to create a new campaign.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Phone Numbers.
  3. Select the Assigned tab, then to the right of the phone numbers, select the checkbox of the numbers you desire to unassign from a campaign.
  4. Click Disable SMS/MMS.
  5. In the dialog box, Disable SMS/MMS for Selected Numbers, verify the list of phone numbers to disable from the campaign.
  6. Click Save.
  7. In the dialog box, Your numbers were successfully disabled for SMS/MMS, click Close.

How to view phone numbers assigned to a Campaign

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. Click on the desired campaign.
  4. To the right of Phone numbers, click the X phone numbers assigned link.
    The dialog box, Assigned Phone Numbers, will display with the phone numbers assigned to the campaign.
  5. Click Close.