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

[David_Schwind]

• 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.

Learn more about Toll-Free Numbers from Sinch.

[#2]

Unverified toll-free numbers (TFNs) and Pending Verification toll-free numbers (TFNs) are subject to industry-wide message blocking. Unverified toll-free numbers are TFNs that have not completed the toll-free sender verification process. Pending Verification toll-free numbers are TFNs where a verification request has been submitted, but the request is pending review and approval. 

Note: In the past it was possible to send messages from an Unverified TFN or Pending Verification TFN. However, as a result of industry-wide changes, all toll-free numbers, regardless of the use case, must be Verified to originate traffic.

UNVERIFIED toll-free numbers (TFNs) are subject to industry-wide message blocking, effective November 8, 2023.

PENDING VERIFICATION toll-free numbers (TFNs) are subject to industry-wide message blocking, effective January 31, 2024.

All toll-free numbers (TFNs) must be in a VERIFIED state in order to originate traffic.

Unverified TFNs and TFNs pending verification will be blocked with Sinch error code 64 “Blocked due to exceeded quota”. Please see Toll-Free Delivery Report Errors for a full list of Sinch Toll-Free error codes.