10DLC Compliance

10DLC (10-Digit Long Code) is a compliance framework that ensures that mobile carriers know who is sending text messages from business phone numbers and for what purpose. Mobile carriers in the US and Canada (AT&T, Verizon Wireless, T-Mobile, US Cellular, and others) now require 10DLC compliance before messages can be sent via application-based services like Zoom Phone and Zoom Contact Center. This requirement helps build trust between businesses and consumers by reducing spam and ensuring that messages come from registered businesses.

There are three major steps that comprise 10DLC registration: brand creation and approval, campaign creation and approval, and assigning phone numbers to your campaign. The following sections will guide you through 10DLC registration for the mobile carrier’s review.

Create a Brand

To use SMS with Zoom Phone, you must first create a 10DLC brand to register your business information with Zoom Phone carriers. Creating and verifying your brand’s identity gives carriers confidence that the SMS sender is legitimate. Your brand must be created and approved before creating an SMS Campaign. By default, you will be allowed to create one brand in the Zoom web portal. If you need to create more than one brand, contact your Zoom account manager for more information. Please note that each additionally registered brand will incur a monthly cost.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.

2. In the navigation menu, select Number Management, then click SMS Campaigns.

3. You will be presented with a link to review the 10DLC Brand and Campaign creation checklist.

1. Select the following confirmation checkbox: I confirm that I have read and understood the 10DLC Campaign creation checklist.

2. Click Create 10DLC Brand to begin creating the Brand.

Step 1: Brand Summary

On the Brand Summary page, enter the following:

• Legal Company Name

• DBA/Brand Name (if applicable). This name will be used in your opt-in, opt-out, and help messages that are sent to SMS recipients.

• Your company’s Legal Form. Choose from the following options in the dropdown: Private Profit, Public Profit, Non Profit, Government.

• Country/Region of Registration. The following countries are supported: United States, Canada, Australia, Belarus, Chile, Croatia, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Saudi Arabia, Singapore, Slovakia, Slovenia, Sweden, Taiwan, and United Arab Emirates.

• State/Province

• Tax Number, VAT Number ID, or EIN (Employer Identification Number). This applies to the United States and Canada only. Businesses in Canada need to use their Business Identification Number (BIN).

• Your Business Location Address

• Once complete, click Continue.

Step 2: Brand Details & Contact

In the Brand Details, complete the brand details and contact information, and enter the following:

• Website: Enter your website and include https://

• Vertical Type: The vertical type is your company’s industry.

• Stock Exchange (if applicable)

• Stock Symbol (if applicable)

• Once complete, click Continue.

Step 3: Confirmation

Review your brand information and ensure that all information is correct.

• Once ready, click Submit. In most cases, brand approval takes 1–2 hours.

You can check the status of your Brand by accessing SMS Campaigns in the Zoom web portal. Under My Brand, view the status beneath the Brand Status column. The brand status will show as Pending, Rejected, or Active (if approved). The person who submitted the 10DLC Brand will receive an email notification when the brand is rejected or approved.

Create a Campaign

Once your 10DLC Brand is approved, you can create the SMS campaign that will be used to assign your company phone numbers and enable SMS. By default, you are allowed to create one campaign for Zoom Phone. However, if you are also a Zoom Contact Center or Zoom Meetings customer, you may create two campaigns, meaning one for Zoom Phone and one for Zoom Contact Center or Zoom Meetings. If you need to create more than one campaign for Zoom Phone, please contact your account manager for details. There will be a monthly cost for any additionally registered Zoom Phone campaigns.

Step 1: Campaign Details

The following steps outline the process for completing the Campaign Details portion.

Checklist Requirement

Perform the following steps:

1. Access SMS campaigns in the Zoom web portal, then click Create SMS Campaign. You will be directed to the Checklist Requirement page, where you will be presented with a link to review the 10 DLC Brand and Campaign creation checklist.

2. Click the 10DLC Campaign creation checklist link. You are required to open and view the link before continuing.

1. After opening and reviewing the link, select the I confirm that I have read and understood the 10DLC Campaign creation checklist checkbox. Once this is done, the campaign details section will display. On this page, you will complete the requirements and details.

2. Configure your SMS campaign in the following sections.

Campaign Details

In the Campaign Details section, complete the following information:

• Campaign name: Enter a name for your campaign.

• Description: Describe how your organization uses SMS. Provide details that cover who will send messages, who will receive messages, what kind of content is being sent, what kind of content will not be sent, and the frequency of sending these messages.

• Campaign type: Choose the product for which you are creating a campaign. Ensure that you choose the correct campaign type as per the product you intend to use SMS with. Click the dropdown and select the application.

Consent to SMS Messaging

In the Consent to SMS Messaging section, provide details of how you are gathering consent from SMS recipients.

• Under How are you gathering consent to send SMS/MMS?, select the following options that apply to your campaign.

• Complete the description for each option and explain how you gather consent in your own words. You can only send texts to consumers who have provided you consent. Provide as much detail as possible. If you collect any phone numbers from your website, you must select the website option and provide details of how you gather consent. Otherwise, your campaign will be rejected.

Website Requirements

In the Website Requirements section, complete the following information:

• Privacy Policy: Enter a link in the URL field to the privacy policy section of your brand website. Your brand website must have a third-party privacy policy to include a notice for text messaging to prove to the carrier that consumer data and consent are being handled properly.

• Select the following checkbox: I confirm that I have added the required privacy policy to my brand website and understand that my campaign will be rejected without this update.

• Website/Written Form: Choose an option that best describes how you use web/written forms to collect phone numbers:

  • I use a web/written form to collect phone numbers for this campaign. I also confirm that I have added this SMS disclosure below the web/written form.

  • I do not use web/written forms to collect phone numbers for this campaign.

User Permissions

In the User Permissions section, select how you want to enforce Opt In and Opt Out for your numbers associated with the campaign:

• Under Outbound messages to unknown numbers, choose an option for outbound messages to unknown numbers (i.e., numbers you are texting for the first time):

  • Allow my users to send any message: This is the default option. Users can send any message to any number if this option is selected. They will receive a warning on the Zoom Workplace app before sending the message that states: We do not know if you have gained consent from this number. Please ensure that you have consent to text this number. Please note that this warning will not prevent the message from being sent.

  • Require my users to send the Opt-in message and wait for the Opt-in response: This option is where the user will be forced to send a message requesting opt in before being able to send any other message. The recipient must respond to the Opt-in message with the Opt-in keyword. Only then can subsequent messages be sent.

  • Prevent my users from sending any outbound message: This option prevents users from sending any outbound messages.

• Under Inbound messages from unknown numbers, determine what your users can do if a new number has initiated a conversation:

  • Allow my users to send any message: This default option allows you to respond to an incoming message as soon as it is received. Inbound SMS is deemed as consent from the sender.

  • Automatically send a message that asks them to Opt in and wait for the Opt-in response: Once an inbound message has been received, an automated Opt-out message is sent and the recipient must respond with the Opt-in keyword before the user can send them any other messages. This provides an additional layer of compliance for inbound messages.

  Opt-In Messaging

  In the Opt-In Messaging section, set up message templates.

  • Opt-In Message: This is the first message that will be sent to the recipient to request opt-in consent. A carrier-approved message is pre-populated. Click Edit to customize the opt-in message, then click Save.

    • Message Preview: Click Edit to preview the message for the opt-in message. This message cannot be edited except for the additions.

    • Additions: Enter your additional message or customization for the opt-in preview or message attachment. This content will be added to the message preview and appear after the sentence that ends with your brand name.

    • Start text: Enter the start text for opt-in messaging. This keyword will be added to the message above and will appear at the beginning of the message after the word Text.

  • Auto Appended Message: This content will be additional text that is included at the end of your message(s) to the recipient. This is added to help ensure your messages are compliant with carrier requirements. Click Edit to edit the auto-appended message, then click Save.

    • Message preview: Preview the message for the auto-appended message. This message cannot be edited except for the additions.

    • Add customization to Auto appended message: Add customized text to auto-appended message text. This content will be added to the beginning of the message preview.

    • Frequency: Select this option for this trailing text to be included in outbound messages. By default, for a new number, the Auto Appended Message text will be sent on the first outbound message only. Select from the following options for the message frequency, then click Save:

      • Always on every message: Include this content on all outbound messages. This is the recommended option.

      • On first outbound messages only: Include this content on only the first outbound message sent after the initial Opt-in Message.

  • View the Response to Opt-in content that will be sent when the recipient responds to your message with the opt-in text. You can also view the response’s Keywords.

  • View the Response to Opt-out content that will be sent when the recipient responds to your message with the opt-out text. You can also view the response’s Keywords. Only the phone number that receives the Stop keyword is opted out from sending messages.

  • Response to Help: This is the content that will be sent when the recipient responds to your message with HELP. Click Edit to edit the response to help, then click Save. You can also view the response’s Keywords.

    • Contact type: Click the dropdown and select the contact type. Your business must offer additional assistance to your customers through either a website, email, or phone number. Correctly entered URLs and emails will turn into hyperlinks after you save your changes.

    • Contact info: Enter the contact information for your brand’s help section. These contact details will be added to the carrier-approved message template.

Will you need SMS on more than 49 numbers?

Under the option for Will you need SMS on more than 49 numbers? select Yes or No. If yes, provide justification. The approval process could take up to two weeks.

Once complete, click Continue. You will be directed to the Carrier Questions section.

Step 2: Carrier Questions

In the Carrier Campaign Questions section, you will provide information about your company’s SMS message categories and related information. Complete the following information:

• 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.

• In the Sample Messages section, enter the following:

  • In Sample Message 1 box, type your first sample message. Ensure that the name of your business/brand is mentioned. Otherwise, your campaign will be rejected.

  • In the Sample Message 2 box, type your second sample message. Ensure that the name of your business/brand is mentioned. Otherwise, your campaign will be rejected.

  • (Optional) Click + Add another Sample Message to add additional sample messages

  • Click Continue. You will be directed to the Confirmation section.

Step 3: Confirmation

Perform the following steps:

1. On the Confirmation page, review the Requirements & Details and Carrier Questions sections.

2. Click Edit to make any changes, then click Save if you make any changes.

3. Once your review is complete, click Submit. Allow up to 4 weeks for carriers’ review and approval.

1. You can check the status of your campaign by accessing SMS Campaigns in the Zoom web portal. Under SMS Campaigns, view your brand’s current status beneath the Campaign Status column. The status will show as Active when it is approved.

Assign Zoom Phone Numbers to Your SMS Campaign

Once your campaign is approved and 10DLC is enabled, you can assign phone numbers to the campaign.

1. In the Zoom web portal, select Number Management, then click Phone Numbers.

2. Select the Assigned tab, then to the left of the phone numbers, select the check box of the number you desire to assign.

3. (Optional) Click Add to add a new phone number to your campaign.

4. On the top-left corner of the list, click Assign SMS/MMS Campaign.

5. In the Choose Campaign dropdown, select the campaign to which you want to assign the phone number.

6. Click Submit.

7. In the dialog box, stating Your request has been submitted. Please allow one business day for SMS/MMS activation.

8. Click Close.

Once activation is complete, SMS is ready to be utilized. Please ensure that users in need of SMS capabilities have been assigned a compatible Zoom Phone calling plan and a 10-digit phone number (that has also been assigned to a campaign). Please see the following Admin Controls section to ensure SMS is enabled for the correct users or groups.