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Registering to use A2P 10DLC for text messaging



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Ferran Barneda

Zendesk Employee

Edited Jan 21, 2025


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15 comments

I submitted my company's registration form last month. How long before I hear back from Zendesk that the application has been accepted?

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Christine Diego

Zendesk Customer Care

Hi Ermelinda Kraft,
 
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. 
 

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I submitted my company's registration form. How can I know the status? 

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Viktor Osetrov

Zendesk Customer Care

Hello Customer Sucess,

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

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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?

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Christine Diego

Zendesk Customer Care

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. 

 

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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?

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Joyce

Zendesk Customer Care

Hello,
 
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:

Please be aware that the registration process may take up to 4 weeks. To ensure a smooth registration, it's vital to provide all the necessary information. Incomplete submissions will require resubmission, so we strongly recommend completing all required details and expanding upon the provided information.

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.

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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! 

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Joyce

Zendesk Customer Care

Hello Ronald,
 
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.

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Your process is awful.
  1. I submitted the request, and you reply to someone else in my company.  
  2. On another project, I registered with Twilio on Twilio's secure web site for SMS to other countries and had no issues with EIN, etc.  ZERO.  
  3. Zendesk has us using Google Docs for this process!!!!!  Secure????  NO!!!!
  4. Zendesk has us verifying our EIN through a private company called "www.hipaaspace.com".  I have to create an account to do this!!!!!
 

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Joyce

Zendesk Customer Care

Hi Shawn,
 
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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I recently submitted this form as well - Is there a walkthrough on what to do in Twilio once our registration has been confirmed? (do we need to register via this Google form AND Twilio's Trust hub?

The fact that everything is not managed within Zendesk is so concerning, and having to navigate it without a dedicated support person adds more concern on top of that.

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Rosie

Zendesk Customer Care

Hello Jason, 
 
Thank you for submitting the form. We can check on our end the progress of the submitted form and this would need to contact our support. Once you completed the form, you don't need to do anything on your end. We will check the status on our end and update you. I can see that you have an existing ticket which is working with one of my colleague. I'll put more details for additional updates. 
 
Apologies for the inconvenience here. Appreciate your patience. 
 
Thank you! 
 

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If I'm porting am existing registered number, do I have to also register with Zendesk?

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