A2P 10DLC (Application-to-Person 10-Digit Long Code) was designed as a messaging solution that enables businesses to send text messages from a local 10DLC number in the United States (US). A2P 10DLC is designed and sanctioned for business messaging. It offers upgraded stability, delivery reliability, and security to businesses and their audiences. It also supports the volume of messaging throughput that many businesses need.
In this article, you'll learn some background information about A2P 10DLC and find out how you can use it in your organization.
This article covers the following topics:
- A2P 10DLC Background
- Registering (requirements for A2P 10DLC)
- Understanding different types of Zendesk Text use cases
A2P 10DLC Background
The US long codes widely used by businesses in previous years were designed for person-to-person (P2P) communications only. They have low volume throughput and lack necessary security standards resulting in many spam messages being sent to customers. Phone carriers consider them to be an unsanctioned route for business texts. For this reason, messages are often subject to blocking and throttling.
Verizon was the first US carrier to introduce A2P 10DLC messaging in 2019. Increased demand for high throughput text messaging for legitimate use cases spurred other carriers (including T-Mobile & AT&T) to launch their own version of 10DLC in 2021.
Registering (requirements for A2P 10DLC)
US carriers implemented A2P 10DLC, therefore businesses who use Zendesk to communicate with their US based customers through text messaging must register their business information and use cases to avoid carrier filtering. To register, fill in the Zendesk Text A2P 10DLC Registration form.
Understanding different types of Zendesk Text use cases
If you are required to register for A2P 10DLC, let us know your specific use case for using Zendesk Text. The following table lists the different use case scenarios:
|
Use case |
Description |
|
Two-factor authentication (2FA) |
Any authentication or account verification such as one-time password (OTP). |
|
Account notifications |
Notifications about the status of an account or related to being a part of an account. |
|
Customer care |
Support, account management, and other avenues of customer interaction. |
|
Delivery notifications |
Information regarding the status of a delivery. |
|
Fraud alert messaging |
Messaging about a potentially fraudulent activity, such as spending alerts. |
|
Higher education |
Message campaigns from colleges, universities, and other education institutions. |
|
Marketing |
Promotional content such as sales and limited-time offers. |
|
Mixed |
A campaign that covers multiple use cases, such as customer care and delivery notifications. |
|
Polling and voting |
For conducting polling and voting, such as customer surveys. Not for political use. |
|
Public service announcement |
PSAs raise audience awareness about a given topic |
|
Security alert |
Notification of a compromised system (software or hardware related). |
12 Comments
I submitted my company's registration form last month. How long before I hear back from Zendesk that the application has been accepted?
I was able to find your existing ticket for submitting your Zendesk Text A2P 10 DLC registration form and this is already been working on, as of the moment, I cannot provide an ETA but if you have any questions or concern, you can send a reply on your existing ticket which you are currently CC'd.
I submitted my company's registration form. How can I know the status?
Thanks a lot for your interest. We couldn't provide ETA. However, I can say that our managers will back to you with a response after reviewing it.
Best
Our texting is 100% reactionary, which is to say when our staff members submit a ticket via text, we respond via text. There is never any text sent that isn't in response to a communication initiated that way. So I've no idea what to do on this form, especially the consent section. We literally just answer via the same communication method as staff reach out; it's only for our staff members, no public users at all.
Edit: So it's implied consent, for conversational transactions initiated by our existing employees only. The Zendesk form's final page doesn't seem to have a mechanism for this, with it's statement about all applications without a link to consent mechanisms, and ours is simply if they text us, we text back. How would I properly document that on the form?
Hi Ogle, Paul,
I have checked with our team and this is indeed will fall into implied consent. You can probably use the sample below:
Our numbers can be found in www.domain.com which in turn will be used by our existing employee to contact us. We only send messages once we received an inbound message from our employees. We never initiate proactive, promotional or marketing related SMS . Once the concern has been resolved, it will be considered as an opt out and the customer will no longer receive any messages.
We will still refer to the workflow that you have.
How do we receive a confirmation that you've received our form and next steps?
ZenDesk alerts stated we needed to complete the form by 8-31. If we have done so, will we be able to send text messages after 9-1?
I see that you already opened a messaging ticket for this question. No confirmation email upon submission of the form and as noted in the registration form:
Unless you have provided us with the necessary documentation and received confirmation from our team that your account is registered, your number(s) remain unregistered.
Hi I just completed the Zendesk Sell Text A2P 10DLC Registration today 9/9/23 14:45 EST. I just want confirmation that my submission has been completed and being looked at. Also want to know if I get any confirmation email or such that everything is good to go. Thank you!
Upon checking, we received your registration on September 8, 2023, and it is currently in the verification process. Our team will reach out to you via email if we need further information and once the verification has been completed.
We appreciate your feedback on our A2P registration process, and we would like to sincerely apologize for the inconvenience that this may have caused. We'll let the respective know about this.
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