To complete the 10DLC message flow field, describe exactly how subscribers give consent to receive messages from your brand. The description should clearly identify the sender, the recipient, the reason for messaging, and how consent is captured. For 10DLC registration, carrier groups opt-in flows into four common methods: digital, verbal, physical, and inbound message.
Digital / Web-Based Opt-in
Use this section when users opt in through a website, landing page, contact form, or app form. Include the page URL or the path users take to reach the form, and attach a screenshot if the form is not publicly available
Example message flow:
Users visit our website [URL] and complete an opt-in form. The form includes an unchecked consent box and clearly states that by submitting their phone number, they agree to receive SMS messages from [Brand Name]. The disclosure includes the message purpose, message frequency, message and data rates, STOP/HELP instructions, and a link to our Privacy Policy and Terms.
Sample disclosure:
“By providing your phone number and clicking Submit, you agree to receive SMS messages from [Brand Name]. Message frequency may vary. Message and data rates may apply. Reply STOP to opt out. Reply HELP for help. See our Privacy Policy and Terms.”
Verbal Opt-in
Use this section when consent is collected by phone or in person. Document how the representative explains the program, how the customer agrees, and how the consent is recorded in your system. Carrier also recommends sending a confirmation SMS after verbal consent is obtained.
Verbal Consent (Over the Phone or In-Person)
Message Flow:
- When a customer [calls or walks] into [phone number or office address], which is published at [url or how user learns number/address] the representative explains the consent process verbally:
- Agent states to the customer: "By providing your phone number, you agree to receive SMS [Use Case(s)] from [Brand Name]. Message frequency may vary. Standard Message and Data Rates may apply. Reply STOP to opt out. Reply HELP for help. We will not share mobile information with third parties for promotional or marketing purposes.
- Once the customer verbally agrees, the phone number is recorded, and a confirmation SMS is sent:
- "You have agreed to receive SMS updates from [Brand Name]. Msg freq may vary. Std msg & data rates apply. Reply STOP to opt out, HELP for help."
Verbal Consent for Marketing Use Case
- When a customer [calls or walks] into [phone number or office address], which is published at [url or how user learns number/address], the representative explains the consent process verbally:
- Would you like to sign up for SMS notifications from [BRAND] so we can send you [use cases + marketing]? By providing your phone number to [BRAND] you are consenting to receive [use cases + marketing] via text messages from us. Message and data rates may apply. Message frequency may vary. You can text HELP for support or more information and STOP to unsubscribe at any time. We won't share your mobile information with third parties for marketing.
- Once the customer agrees verbally, the phone number is recorded, and a confirmation SMS is sent:
- "[BRAND]: You have agreed to receive SMS updates. Msg frequency varies. Msg&data rates may apply. Reply STOP to unsubscribe, HELP for help. To confirm you also want to receive marketing messages, please reply YES"
- If the user replies: YES
- “[BRAND] Thanks, you’ve now been subscribed to SMS notifications, including promotions from [BRAND]. Msg frequency varies. Msg&data rates may apply. Reply STOP to unsubscribe or HELP for help.
- If the user does NOT reply YES, they will not be opted in to promotional messaging and will only receive informational messaging.
Verbal Consent for Political Use Case
- When a customer [calls or walks] into [phone number or office address], which is published at [url or how user learns number/address], the representative explains the consent process verbally:
- Would you like to sign up for SMS notifications from [BRAND] so we can send you [use cases + political]? By providing your phone number to [BRAND], you are consenting to receive [use cases + political] text messages from us. [Donations will/will not be solicited.] Message and data rates may apply. Message frequency may vary. You can text HELP for support or more information and STOP to unsubscribe at any time. We won't share your mobile information with third parties for marketing.
- Once the customer agrees verbally, the phone number is recorded, and a confirmation SMS is sent:
- "[BRAND]: You have agreed to receive SMS [use case(s)] updates. Msg frequency varies. Msg&data rates may apply. Reply STOP to unsubscribe, HELP for help. To confirm you also want to receive political messages, please reply YES"
- If the user replies: YES
- “[BRAND] Thanks, you’ve now been subscribed to SMS, including political messages from [BRAND]. Msg frequency varies. Msg&data rates may apply. Reply STOP to unsubscribe or HELP for help.
- If the user does NOT reply YES, they will not be opted in to political messaging and will only receive informational messaging.
Physical / Paper Form Opt-in
Use this section when customers sign a paper form or other written consent document. The form should include the brand name, message purpose, message frequency, message and data rates, opt-out instructions, help instructions, and privacy-policy language.
Example message flow:
The customer completes and signs a paper form during onboarding, an appointment, or another in-person interaction. The signed form is stored as proof of consent, and the phone number is then added to the messaging system. < Public URL to the Physical/Paper Opt-in Form>
Sample disclosure:
“By signing this form and providing your phone number, you agree to receive SMS messages from [Brand Name]. Message frequency may vary. Message and data rates may apply. Reply STOP to opt out. Reply HELP for help. Phone number will not be shared with third parties for marketing purposes.”
Inbound Message / Keyword Opt-in
Use this section when users opt in by texting a keyword or by sending an inbound message to a number advertised on a website, flyer, QR code, business card, or similar channel.
Example Opt-In by Keyword Message Flow:
- The [brand] provides a keyword (e.g., "START") and a number (e.g., 123456) via [a channel such as a website, flyer, or QR code]
- The keyword opt-in process includes a disclaimer:
- When the user texts "[Keyword]," the system responds with:
- "Thank you for opting in to [Brand Name] SMS [update type] or [We will be with you shortly]! Msg freq may vary. Std msg & data rates apply. Reply STOP to opt out, HELP for help. Your mobile information will not be sold or shared with third parties for promotional or marketing purposes."
- Link to where the phone number or QR code is advertised, or link to a screenshot of where the phone number or QR code is advertised
Example Opt-In by Inbound Message
- The [brand] provides a number (e.g., 123456789) via [a channel such as a website, flyer, or QR code, business card, email signature, etc.]
- When the user texts the number, the system responds with:
- "Thank you for your message to [Brand Name]! We will be with you shortly. Msg freq may vary. Std msg & data rates apply. Reply STOP to opt out, HELP for help. We will not share or sell your mobile information for marketing/promotional purposes."
- Link to where the phone number or QR code is advertised, or link to a screenshot of where the phone number or QR code is advertised
General Requirements
Your message flow should be clear, complete, and specific. Include who is sending the messages, who is receiving them, why the messages are being sent, and how consent is captured. If you use more than one opt-in method, list each one separately. Carrier also notes that marketing campaigns should explicitly mention marketing consent, and political or charity campaigns should mention donations if fundraising may occur.
For all opt-in types, include clear STOP and HELP instructions, and keep records of consent where applicable.
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