Starting in May 2023, Wise Agent members in the United States must register their text messaging number to continue using the WiseText Feature. This registration is called A2P 10 DLC, and is divided into two parts - Part 1 registers your brand identity, and Part 2 registers your text messaging Campaign registration. A "campaign" in text messaging refers to a specific purpose for sending messages, such as marketing or customer care messages.
- Once you have successfully confirmed your brand registration (identity), Wise Agent will then submit your “campaign use case” along with your registration fees to the TCR for vetting.
- The vetting process will take approximately 7-15 business days (this timeframe is a rough estimate provided by the TCR to the Wise Agent. This is not a guarantee). During this stage, you will be limited in the number of text messages you can send through the system.
| Campaign Field | Description | Requirements |
| Message Flow | The primary purpose of the Message Flow (or Call to Action) and required disclosures is to ensure the end user consents to receive text messages and understands the nature of the program. The Message Flow must be accessible by a 3rd party reviewer so it can be verified. |
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| Campaign Description | Provide a clear and comprehensive overview of the campaign's objectives and interactions the end-user would experience after opting in. | If the Campaign pertains to Loan Arrangement or Direct Lending, specify such so that Twilio A2P Ops can update your Campaign to reflect. |
| Terms and Conditions | Provide publicly accessible terms of service |
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| Opt-in Message Confirmation | Required for all Opt-in methods |
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| Sample Messages | Provide message examples highlighting use case |
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Forbidden use cases will result in Campaign rejection
Make sure your A2P Campaign does not involve prohibited content such as cannabis, hate speech, etc. and that your use case is compliant with Wise Agent’s Texting provider’s Messaging Policy
Ensure data accuracy and consistency
Make sure you submit Campaign registrations with accurate and consistent data:
| Best Practice | Examples |
| Consistency in brand to be registered, website and sample messages | If your brand name is Acme, your website is www.acme.com, but your sample messages say “Here’s your one-time passcode for logging into www.contoso.com”, your campaign will be rejected |
| Consistency in sample messages and use cases | If you register a marketing campaign, but sample messages say “Here’s your one-time passcode: 123456”, your campaign will be rejected |
| Consistency in email domain and company name | If you register a brand as standard brand, but you provide an email address with the Gmail domain names, your campaign will be rejected. Note that this check only applies to large, well-known corporations that should have dedicated email domains. If you register as a sole proprietor and you use a company email your campaign will fail. Standard brands should use a company-given email while Sole Proprietor should use a public email domain such as Gmail, Yahoo, or Outlook. |
| Make sure you submit real, working websites | If you indicate that your customers opt-in to your messages via the website, but provide a website address that does not function, your campaign will be rejected |
| Make sure you create as few duplicative brands and campaigns as possible | Excessive brands with the same EIN and excessive campaigns with the same campaign attributes may be seen as high-risk and may result in campaign rejection |
| If you wish to send templated messages, please make sure to indicate the templated fields in sample messages with brackets, to help reviewers better identify which parts are templated | For example, please write “Dental check due for [Mary Doe], Visit [www.contoso.com] to schedule an appointment or call [123-456-7890]” |
Ensure your use case involves consumer consent before sending messages
Make sure you collect consumer consent appropriately. Please refer to the CTIA guidelines to see detailed instructions and best practices on handling consumer consent.
| Best Practice | Examples |
| Make sure consumer opt-in is collected appropriately | If you indicate you collect opt-in via text messages, but your sample messages say “Hi, is this the owner of 123 Oak street? I’d like to discuss how I can help you sell your property”, it is clear that you have not collected appropriate consent before sending messages and your campaign will be rejected. |
| Make sure opt-in language is available on your website if you indicated in the "How do end-users consent to receive messages?" field that a consumer opts into your campaign on your company website | If your brand Acme uses its website, www.acme.com, to collect phone numbers but your website Call-to-Action does not contain opt-in language such as “By providing your phone number, you agree to receive text messages from ACME. Message and data rates may apply. Message frequency varies.”, your campaign will be rejected. |
| We recommend having opt-out language in at least one of your sample messages | For example, please consider adding language such as “Please reply STOP to opt out” in one of your sample messages |
Please note that the ecosystem is constantly improving the vetting criteria as it comes across additional types of violations. Please do not consider the best practices listed above as a “catch-all” and guarantee an approval as long as you follow them all; instead, consider them as a baseline that illustrates the general direction of compliant, high-quality messaging that the ecosystem is moving towards.
Opt-In
Campaigns require a proper opt-in method which ensures that end-users provide consent to receive text messages. Verbal opt-in is the most difficult method to verify however, is acceptable as long enough details are provided that a 3rd party reviewer can verify.
| Opt-In Method | Example |
| Verbal | Rachel Green: "As part of our service we can send you automated monthly text alerts regarding available listings are market updates. Message frequencies may vary each month depending on the market. Message and data rates may apply, depending on your mobile phone service plan. At any time you can get more help by replying HELP to these texts, or you can opt-out completely by replying STOP. Terms of Service on our website at http://[websitedomain]/terms and our Privacy Statement can be found at https://[websitedomain]/privacy. Please reply with 'yes' or 'no' to indicate if you would like this service".
Rachel Green’s Client: "Yes please" Rachel Green: "Great! We will send you a text message to confirm your enrollment here shortly." |
| Web Form | An embedded form on the end business’s website prompts end-users to enter their mobile handset phone number and opt into the texting campaign. Note checkbox should be selectable by the end-user for opting in.
If the web opt-in is behind a login or not yet published, host a screenshot on a publicly accessible website (like OneDrive or Google Drive) and provide the public URL in the Message Flow Field. |
| Paper Form | An open-house visitor completes a physical form that collects their phone number and their consent to subscribe to your texting campaign.
Host a screenshot of the paper form on a publicly accessible website (like OneDrive or Google Drive) and provide the URL in the Message Flow Field. |
| Via Text | A Keyword campaign example:
Host a screenshot of the campaign collateral on a publicly accessible website (like OneDrive or Google Drive) and provide the URL in the Message Flow Field. |
| Mobile QR Code | A QR code that links to an online form that prompts end-users to enter their mobile handset phone number and opt into the texting campaign. QR code can direct the mobile handset to their messaging application with a templated opt-in message or can lead to a web form as outlined above.
If the QR code leads to an online form that is behind a login or not yet published, host a screenshot of the form on a publicly accessible website (like OneDrive or Google Drive) and provide the URL in the Message Flow Field. |
Campaign registration recommendations
Campaign registrations should meet each of the following descriptions for each field.
Campaign Type
Please choose the use case that best represents your campaign. All Wise Agent campaigns will be submitted under the Customer Care use case. If you have questions regarding this, please contact our support team.
Campaign Description
The description should be thorough and provide an explanation of the campaign’s objective or purpose. The provided description needs to answer who the sender is, who the recipient is, and why messages are being sent to the intended recipient.
| Successful Example | Failed Example |
| “Messages are sent by Acme to its existing customers. OTP Messages for MFA challenges for logging into the online portal to make changes to a user profile for security purposes. Customers confirm with an SMS when profile changes are made.”
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“Blank”
Why is this rejected? No information is provided for the campaign's purpose. “This campaign sends messages to customers”
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Message flow/Call-to-Action
The message flow/call-to-actions needs to provide clear and conspicuous details on how an end customer consents to receive messages and understands the purpose of the message.
Call-to-Action should contain the following information:
- The program or product description
- Telephone number(s) from which messaging will originate
- Identify of the organization or individual being represented in the initial message
- Clear and conspicuous language about opt-in and any associated fees or charges
- Other applicable terms and conditions (e.g., how to opt-out, customer care contact information, and any applicable privacy policy)
Opt-in needs to apply per campaign, should be not transferable or assignable and can not be obscured in terms and conditions (especially terms related to other services). If multiple opt-in methods can be used for the same campaign, please list them all.
Campaign reviewers need to be able to verify the details provided in this field. Provide evidence such as a hosted link to screenshot or document for opt-in that occurs behind a gated login or on a paper form.
| Successful Example | Failed Example |
| Message Flow: “Customers provide opt-in specifically when enrolling into our website or in person by requesting SMS capabilities within the store. Opt-in during website is a self-service process and occurs at acme.com/signup” Website Opt-in Language: “By submitting, you authorize ACME to send text messages with offers and other information. Message/data rates apply. Consent is not a condition of purchase. [Link to terms and conditions].”
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“Customers sign up”
Why is this rejected? Where and how the customer provides opt-in is unclear.
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Sample message
Sample messages should reflect actual messages to be sent under the campaign and indicate templated fields with brackets. Ensure consistency with the use case and campaign description.
Sample messages should identify who is sending the message (brand name). Ensure that at least one sample message includes your business name.
Include opt-out language to at least 1 sample message.
| Successful Example | Failed Example |
| “ACME 2FA Notice:Here is your one time password: 1234
Call [phone-number] to report if this request was not made by you.”
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“You have an upcoming appointment”
Why is this rejected? Opt-out is not provided, campaign will be rejected.
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