What are some of the best practices when it applies to Toll-Free Messaging?

David_Schwind — Wed, 08 Apr 2026 08:50:50 GMT

Avoid using public URL shorteners like bit.ly, goo.gl, and tinyurl. Public URL shorteners are used by many spammers and thus they are mostly blocked on toll-free numbers. It is recommended that you create a custom URL shortener that is only used by your brand and should ensure that you include this detail in your submittal when you send your campaign information to Sinch.
Ensure you have the business (brand) name included in every message. Messages that are not branded with the business name may be flagged as spam.
Consider having a double opt-in process whereby you are ensuring your customers are completing the necessary steps to opt-in to your campaign.
Ensure you have a valid opt-in from your user base. Opt-in is essential when messaging any of your consumers.
Support HELP and STOP commands. Just like when using a short code, ensure customers receive information when they text in HELP, and ensure they’re opted-out of your campaigns when they send in STOP to your TFN.
Use one TFN for your messaging. Do not use several different TFN’s to message your consumers. This is a bad practice and will most likely get you shut down at the carriers. Use one TFN and if you use it correctly, you should never have a problem.
Set expectations with your customer on the frequency of messaging. Sending too many will result in higher than average opt-out rates. Set the expectation with the consumer and stick to it.

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