In addition to Best practices for sending compliant text messages, this section outlines key terminology and principles for messaging compliance.
Terms to Know:
A2P 10DLC: Application-to-Person messaging via local U.S. phone numbers (10 digit local codes). Since 2019, the CTIA expanded A2P regulations to include all business and cloud communications.
Consumer vs Non-Consumer: The messaging industry classifies wireless or mobile numbers not used for business purposes as “Consumer” usage. All messaging through cloud communication providers like DialLink falls under “Non-Consumer” usage, which must comply with A2P 10DLC requirements.
Campaign: Refers to the specific purpose or motivation behind messaging a Consumer.
TCPA: The Telephone Consumer Protection Act, which regulates telecommunication practices.
FCC: Federal Communications Commission - An independent agency of the United States federal government that regulates communications by radio, television, wire, satellite, and cable across the United States.
CTIA: Cellular Telecommunications and Internet Association - A trade association representing the wireless communications industry within the United States.
Principles for Messaging Content
DialLink (like other UCaaS providers) prohibits the following types of content:
Content that is unlawful, harmful, abusive, malicious, misleading, harassing, violent, obscene, or illicit.
Content that is defamatory.
Deceptive content, such as phishing messages intended to access private or confidential information, including deceptive links.
Content that invades privacy.
Content that causes safety concerns.
Content that incites harm, discrimination, hate, or violence.
Content intended to intimidate.
Content that includes malware.
Content that threatens consumers.
Content that fails to meet age-gating requirements.
Additionally, the following messaging categories and examples are not allowed on DialLink:
Third-party lead generation services such as companies, NGOs, or political campaigns that buy, sell, or share consumer information.
Social Marketing
Collections
High-risk financial services
Gambling
Sweepstakes and contests including free prizes and raffles
Investment Opportunities
Recruiting
Credit Repair
Tax Relief
Articles related to Illegal substances
Get rich quick schemes
Phishing
Fraud or scams
Deceptive marketing
SHAFT (Sex, Hate, Alcohol, Firearms, Tobacco)
Examples of prohibited messaging campaigns:
"Savings Alert from [COMPANY]: We found a new program that can protect you from costly auto repairs. It is quick and easy to see if you qualify. [LINK]"
"Lending Alert from [COMPANY]: Your first offer! Great loan options may be available to you. It is quick and easy to learn more. Click for details. [LINK]"
"Need help settling your payday debt? [LINK] or call [NUMBER] to speak with an agent. Text STOP to opt out."
"Thanks for being loyal. You can check for approval today. Login to see how much. We will not send until you okay it. [LINK]. Reply STOP to opt out."