FAQ about 10-Digit Long Code compliance for Zoom Phone and Zoom Contact Center

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Mobile carriers in the United States and Canada have implemented a new set of rules that may impact SMS/MMS messages sent from your Zoom Phone or Zoom Contact Center client. This page explains how mobile carriers are enforcing these new messaging rules.

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  • Refer to this glossary to better understand the terms used for 10DLC compliance.
  • Refer to this article for 10DLC non-usage changes.

This article covers:

What are the new messaging rules from mobile carriers?

As SMS/MMS messaging has become more popular, spam messaging has proliferated and scammers have exploited it to take advantage of mobile phone users. In response to user complaints about unwanted messages, mobile carriers in the US (AT&T, Verizon Wireless, T-Mobile, US Cellular, and others) are imposing registration requirements on messages sent via application-based services, like Zoom Phone and Zoom Contact Center. Carriers are doing so by classifying all such messaging as 10DLC application-to-person (A2P). 10DLC or 10-Digit Long Code refers to a standard approved by mobile carriers as a reliable channel for messaging via ten-digit phone numbers.

What this means for users of application-based messaging services is that they must register any messaging sent to recipients on the mobile carriers’ networks. Failure to register may result in mobile carriers imposing increased costs or messages being blocked. Mobile carriers have agreed to use The Campaign Registry (TCR), a third-party organization, to register customers so that they may send trusted SMS/MMS messages across the mobile carriers’ networks.

Zoom and other providers of application-based messaging services are taking steps to facilitate their customers’ registration with TCR to allow them to use messaging services to contact mobile phone users.

Registration for 10-Digit Long Code A2P messaging

By registering, companies (in this case Zoom customers) that send SMS/MMS messages to mobile carriers’ subscribers can prove that they are a legitimate business and also share the types of messages they will be sending. Registration is designed to help mobile carriers more readily identify bad actors and prevent them from sending spam or other unwanted content to mobile subscribers.

The first step in the registration process is to register your Brand.

What is a Brand?

A Brand is what ties your business's information to TCR. To register as a Brand, TCR requires that you provide contact information, specify your entity type (for instance, publicly traded, private or non-profit), and submit other basic business information. TCR will vet your business with the mobile carriers, and Zoom will attach your Brand to your account. This Brand builds trust between the Zoom customer, the mobile carriers, and their subscribers.

The next and final step in the registration process is to register your Campaign.

What is a Campaign?

Once a Brand is created, Zoom Phone admins will be able to create a Campaign. A Campaign defines the type of messaging you will be sending. To create a Campaign, you must provide information about the types of messaging (for instance, account information, customer care, or marketing) and an example of what will be sent to mobile subscribers. This allows the mobile carriers to be aware of what types of messaging will be being sent to their customers. Once a Campaign has been created, Zoom will associate it with the Zoom Phone or Zoom Contact Center numbers that will be used to send messaging.

How to create a Brand and Campaign?

To allow our customers to comply with the registration, Zoom has built a solution that will allow admin users to create a Brand and a Campaign, and assign the Campaign to the phone numbers that are being used for SMS/MMS messaging. Please also note that any SMS or MMS messages sent via Zoom services must comply with the Zoom Phone and Contact Center Messaging Policy and the Acceptable Use Policy.

Follow these instructions to create a Brand and a Campaign.

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