TLDR: US mobile carriers are now requiring all companies sending text messages to mobile numbers in the United States to register with a newly created organization, The Campaign Registry (“TCR”). This doc outlines what the process for registering is for our customers.
When a new customer with SMS (or an existing customer who purchases SMS) onboards to Gem, it’s critical that we begin the registration process ASAP due to the length of time TCR takes to approve a registration submission. This process can be as long as 4 weeks, depending on how long it takes for TCR and Twilio to verify registration, so plan accordingly.
Process Steps
- Have your customer fill out one of these Google forms. You can use this sample email.
- Gsuite full registration. (This form requires the user to upload a screenshot to a Gdrive link, which requires a Gsuite account. Use this link for Gmail users only)
- Non-Gsuite full registration (This form uses a Dropbox file request link to upload screenshots to and does not require any authentication. Use this link if your customer can’t or doesn’t use Gmail)
- Once they’ve filled out and submitted the form, it will go through an internal review. If they’ve submitted all the required information, Adam will submit the registration to Twilio, where it will go through the approval process by TCR.
- You can find your customer in this spreadsheet and check the status of their registration in Column B.
- If your customer’s registration is rejected, work with Adam to figure out what additional information is needed for resubmission.
Note: We will NOT be able to enable SMS until after the registration process is completed and verified with Twilio. (Internal note: we are NOT currently charging for this process until we finalize SMS pricing/packaging)
Additional Resources
- SMS FAQ - CAN be shared with customers (Dropbox link, download and send)
- Legally approved SMS Registration FAQ - Customer QuestionsDO NOT SHARE(either by link, copy, or download). Please just copy ONLY the relevant answer to your communication with the customer.
If you have there are any questions not addressed in the above documents, please post them in the #a2p10dlc-current-customers Slack channel (for visibility from support, legal, and security)
(Internal) Enabling SMS for a Gem team (for TSEs or Engineers)