SMS/MMS 10DLC Compliance for Zoom Phone and Zoom Contact Center

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A 10DLC campaign registration is required by U.S and Canada mobile carriers to enable business to consumer (A2P) messaging. This feature enables admins to sign up their organization for the 10DLC (10 Digit Long Code) regulation compliance to use SMS with Zoom Phone. 10DLC compliance does not change any functionality of the Zoom SMS service, for example, the limitation of 10 users per group text still is enforced.

Note: You can follow the 10DLC best practices if you have specific questions regarding the process and the 10DLC FAQ.

This article covers:

Prerequisites for 10-Digit Long Code compliance

How to create a Brand to register the business information and phone numbers

You can create your 10DLC brand to register your business information with the Zoom Phone carriers. This is required to use SMS with Zoom Phone.

Notes:

  • Once your brand is submitted, you cannot make changes. You must delete the brand and re-submit.
  • You have the option to click Save Progress & Exit to save your progress and resume the process from where you left off.
  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. Click Create 10DLC Brand.
  4. Review the entire Terms and Conditions.
  5. Click Accept Terms and Conditions.
  6. In the Brand Summary page, enter the following:
    • Legal Company Name
    • DBA/Brand Name (if applicable)
    • Your Company’s Legal Form.
    • Tax Number, ID, or EIN (Employer Identification Number)
    • Your Business Location Address
      • Select or enter your Country of Registration.
      • Enter your business address, city, and zip code.
  7. Click Continue.
  8. In the Brand Details & Contact, complete the brand details and contacts information, enter the following:
    • Brand Details:
      • Website: Add your website.
      • Vertical Type: Add your vertical (the vertical rupe is your company’s industry.
      • Stock Exchange (if applicable): Select your stock exchange from the drop down.
      • Stock Symbol (if applicable): Add your stock symbol.
  9. Click Continue.
  10. Review your brand information, then click Confirm and Submit.
  11. (Optional) To the right of the item you desire to make any changes, click Edit.
    Note: Once you click submit, you cannot edit your brand.
  12. Click Submit.

How to delete a Brand

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. In the My Brand section, identify the brand you want to delete.
  4. To the right of the brand, click the ellipse  and select Delete.
  5. In the brand details page, click Delete.
  6. In the dialog box, Are you sure you want to delete your brand, click Delete to confirm.

How to create an SMS Campaign

Once the brand is created, you can create a campaign. The campaign will be used to assign your company phone numbers and enable SMS.

Notes:

  • You have the ability to create multiple campaigns for your brand to ensure they have the right use case selected for your company campaign numbers.
  • You have the option to click Save Progress & Exit to save your progress and resume the process from where you left off.
  • Once your campaign has been created you will need to contact Zoom Technical Support to let them know you are done and you need to enable 10DLC.
  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. In the SMS Campaigns section, click Create SMS Campaign.
    The new SMS campaign page will display. On this page you will complete the requirements and details.
  4. In the Requirements section, select the following as they apply to your company:
    Note: The requirements section details the information required by all major communications carriers for companies sending more than 1,000 SMS messages per day or more than one message per second.
    • I am collecting and processing consumer opt-in.
    • I am collecting and processing consumer opt-out.
    • I have implemented a response to the HELP keyword informing customers of how they can contact the message sender.
  5. In the Campaign Details section, enter or select the following:
    Note: The campaign details section requires information about how your company will be using the SMS campaign.
    • Zoom Phone or Contact Center: Select your product.
    • Campaign Use Case: Select your campaign use case, or click Learn More if you need more information.
      • Low Volume Mixed Use (recommended).
      • Mixed Use.
    • Campaign Name: Enter your campaign name.
  6. Click Continue.
    The carrier campaign question page will display.
  7. In the Carrier Campaign Questions section, complete the following:
    Note: You will provide information about your company’s SMS message categories and related information.
    • Do ALL customer-facing messages fit into the categories: Account Notifications, Customer Care, Delivery Notifications, or Marketing, and Public Service Announcements? - select Yes or No
    • Will messages include:
      • URL links? - select Yes or No
      • Phone Numbers? - select Yes or No
      • Age-gated content - select Yes or No
      • Lending or Loan Arrangements - select Yes or No
  8. In the Sample Messages section, enter the following:
    Note: You can provide up to five sample messages of the type you expect your company to send. For your sample message, you must add reply with STOP, to stop messages. Without this at the end of your message, it will be rejected.
    • In Sample Message 1 box, type your first sample message.
    • In Sample Message 2 box, type your second sample message.
    • Click Add another sample message to add additional sample messages.
    • Automatically renew campaign(s)? - select Yes or No for auto-renewal.
      Note: SMS Campaigns have a 3-month lifecycle as defined by carriers. If the campaign is not renewed admins will need to resubmit the campaign again. Not renewing the campaign will prevent the company’s phone numbers from sending SMS/MMS messages.
  9. Click Continue.
  10. In the Confirmation page, review the SMS Campaign information, click Edit to make any changes, then click Save if you make any changes.
  11. Click Submit, once your review is complete.
    Note: To enable 10DLC, submit a request to Zoom Support.

How to resubmit an SMS Campaign

If the campaign has expired, you can resubmit it.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. In the SMS Campaigns section, identify the campaign that expired, then click on its name.
    The Campaign Details page will display.
  4. Click Re-submit, then in the dialog box click Re-submit.
    Note: You can submit the campaign with the same settings as the original campaign. Resubmitting an SMS campaign re-enables the phone numbers associated with the campaign, after carrier approval.

How to delete an SMS Campaign

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. Click on the name of the campaign you wish to delete.
  4. Click Delete.
  5. In the dialog box, Are you sure you want to delete your SMS Campaign, click Delete to confirm the deletion.
    Note: The delete action also deletes the associated phone numbers from the SMS campaign. After deletion from the SMS Campaign, those phone numbers will not be able to use SMS. This action is irreversible.

How to assign phone numbers to an SMS Campaign

Once the SMS campaign page is submitted, and 10DLC has been enabled on your account, you can now assign phone numbers to your campaign. Your phone numbers will stop being able to send SMS until you follow the steps below to enable SMS and assign a campaign to the number.

Notes:

  • Make sure you created a brand and campaign to be able to assign phone numbers to your campaign.
  • You can add up to 49 phone numbers to the SMS campaign you created. If an SMS campaign is full and you try another number, an error message will display. This 49 number limit is a T-Mobile restriction. If you need more than 49 please scroll below.
  • Only 1 campaign can be created by account.

Assign less than 49 phone numbers to the SMS Campaign

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management, then click Phone Numbers.
  3. Select the Assigned tab, then to the right of the phone numbers, select the check box of the number you desire to assign.
  4. (Optional) Click Add to add a new phone number to your campaign.
  5. In the Choose Campaign drop down, select the campaign where you want to assign the phone number.
  6. In the dialog box, stating Your request has been submitted. Please allow one business day for SMS/MMS activation, click Close.

Assign more than 49 phone numbers to the SMS Campaign

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management, then click Phone Numbers.
  3. Click the Assigned tab, then click Export to export your phone numbers.
    A CSV file will be downloaded onto your computer for you to delete any phone numbers that do not need SMS enabled.
  4. Once your CSV file is ready for your campaign, submit a request to Zoom Support to send the file to the Zoom Phone porting team as follow:
    • In the request type drop down box, select Zoom Phone Number Porting.
      A Required Information page will display.
    • In the Type of Issue drop down box, select SMS Concern.
      Note: Make sure your provide all required information noted by a star *.
    • In the Attachments box, add or drop the CSV file.
    • Click Submit.
      Notes:
      • The Zoom porting team will update you via the ticket for any information that might be needed as well as a timeline for when the numbers will be enabled for SMS.
      • Once your phone numbers have been approved by T-Mobile, a ticket response will be sent to you with an update that your numbers are SMS enabled.

View phone numbers assigned to a Campaign

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Advanced, then click SMS Campaigns.
  3. Click on the desired campaign.
  4. To the right of Phone numbers, click the X phone numbers assigned link.
    The dialog box, Assigned Phone Numbers, will display with the phone numbers assigned to the campaign.
  5. Click Close.

Unassign a Campaign from phone numbers

You can unassign/disable a phone number from a campaign. To re-enable these numbers, you will need to create a new campaign.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management, then click Phone numbers.
  3. Select the Assigned tab, then to the right of the phone numbers, select the checkbox of the numbers you desire to unassign from a campaign.
  4. Click Disable SMS/MMS.
  5. In the dialog box, Disable SMS/MMS for Selected Numbers, verify the list of phone numbers to disable from the campaign.
  6. Click Save.
  7. In the dialog box, Your numbers were successfully disabled for SMS/MMS, click Close.

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