In this article, you'll learn about country-specific requirements for text messaging.
This article contains the following sections:
Malaysia
To avoid your phone number being blocked, you must register the URLs and phone numbers that you want to include in your SMS in a ticket to Zendesk Customer Support. It can take up to three business days to register URLs and phone numbers. However, you can submit multiple URLs and phone numbers for registration in the same customer support ticket.
Sending outbound SMS numbers that include URLs
- State that the information is for “Malaysia URL registration”
- Zendesk subdomain
- Business name associated with the URL domain(s)
- Example message body
- Exact URL link(s) and state if the URL(s) are dynamic or static
- URL(s) domain to be registered
Sending outbound SMS numbers that include phone numbers
- State that the information is for “Malaysia phone number registration”
- Zendesk subdomain
- Business name associated with the phone number(s)
- Example message body
- Phone number(s) to be registered
- Billing invoice that shows the phone number(s) you are requesting to be registered
Singapore
The Infocomm Media Development Authority (IMDA) is implementing a "Full SMS Sender ID Registry Regime (SSIR) ". This decision impacts all A2P messaging service providers in Singapore and you must now register your sender ID with IMDA. Text messages sent to Singapore from cell numbers or international numbers behave in the following way:
- From January 30, 2023, for a transition period of approximately six months, unregistered sender IDs will default to "likely-SCAM".
- After this transition period, all messages from unregistered Sender IDs will be permanently blocked and not delivered.
Preparing to register your sender ID
As required by IMDA, you need a "Singaporean corporate registration number" (UEN or "Unique Entity Number") to register Sender IDs on the SSIR portal. You can check on the Bizfile+ website to find out if you have a UEN.
If your company is not incorporated in Singapore, you can either obtain a Singaporean UEN by registering with the Accounting and Corporate Regulatory Authority (ACRA), or use an affiliated company that has a UEN to register Singaporean mobile numbers on the SSIR portal.
Provide the following two letters when registering your Singaporean mobile number(s) on the SSIR portal:
- A letter from Twilio's carrier partner to Twilio. You can download this here.
- A letter from Twilio. You can request that using this form.
If you have questions regarding the registration on the SGNIC portal process, contact the Singapore Network Information Center (SGNIC) at smsregistry@sgnic.sg or visit the SGNIC website.
Registering your sender ID
After you have completed the registration of your sender ID in the SSIR portal, you must register the alphanumeric sender ID with the telecommunication carriers in Singapore.
To register the alphanumeric sender ID
- Download the required forms (Singapore_SenderID_Files.zip).
- Unzip the downloaded file. You'll see the following file structure:
- Fill out a letter of authorization (LOA). Choose the one that's applicable to your situation (the title will help you choose). Then, add the required document to each folder:
- ACRA Bizfile Report showing said UEN that is no more than three months old
- Proof of registration with SSIR
- Singapore UEN used to register the alphanumeric sender ID(s) with SGNIC
Note: If the person submitting the Sender ID registration form (in Step 4) is not a named director in the ACRA Bizfile report, they must be:- Named as the power of attorney, and signed by the director named in the ACRA Bizfile Report
- Appointed in writing through a letter of authorization and signed by the director named in the ACRA Bizfile Report
- Convert the required forms and documents into PDF, then compress them into a single zip folder. The file must not be larger than 3 MB.
- Fill out the Sender ID registration form.
- After you have completed all of these steps, contact Zendesk Customer Support to process your data. Attach the zip folder to your request, and include your Zendesk subdomain.
Taiwan
To avoid your phone number being blocked, you must register the URLs and phone numbers that you want to include in your SMS in a ticket to Zendesk Customer Support. It can take up to three business days to register the URL. However, you can submit multiple URLs for registration in the same support ticket.
- Stop using shortened URLs in your outbound SMS to Taiwanese numbers.
- Contact Zendesk Customer Support to register the full-length URLs that you want to include in the body of your messages. In the ticket include the following information:
- State that the information is for “Taiwan URL registration”
- Zendesk subdomain
- Business name associated with the URL domain(s)
- Example message body
- Full-length URL(s) that you want to register
- Use case and impact related to the URL(s)
United States
Phone carriers in the United States (US) have implemented new regulations that require you to register local numbers for A2P 10DLC, and all toll-free numbers.
Registering local numbers
Understanding A2P 10DLC
Previously, the US long codes, widely used by businesses, 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 version of 10DLC in 2021.
Registering requirements for A2P 10DLC
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 a 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 about 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 announcements (PSAs) | PSAs raise audience awareness about a given topic. |
| Security alerts | Notification of a compromised system (software or hardware related). |
Registering toll-free numbers
Mobile carriers in the United States have implemented new regulations that require you to register all toll-free numbers (TFNs) through a regulatory body.
As of April 1, 2023, mobile carriers applied the following industry-wide thresholds for messaging sent over any unregistered toll-free number, including toll-free numbers that are pending verification.
Unregistered TFNs
- Daily limit: 500
- Weekly limit: 1,000
- Monthly limit: 2,000
TFNs that are pending verification
- Daily limit: 2,000
- Weekly limit: 6,000
- Monthly limit: 10,000
Fill in the Toll-free message verification for US/Canada form and send your details for verification.
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