Short Codes Application - Required Information and Best Practices

To apply for a short code all users must submit an application to telecom providers for approval. In order to ensure a smooth application process while procuring your new short code, Sureshot has collected a list of the necessary information and best practices for your application. 

Please note that the Carrier Review process is subject to change. While we will continue to update our best practices to match current requirements, changes to your short code application or mocks may be requested by Sureshot, Twilio, or a Carrier at any time to maintain compliance. 

Required Information

Twilio requires a specific set of information in order to submit a short code application to carriers for review. Below is the list of information needed.

• Use case for SMS program
• Name of SMS program (example: Sureshot Security Notifications)
• Company address
• Company Tax ID
• Detail how customers will opt into SMS.
  • Include mockups showing how the short code will be advertised to users. This includes online opt-ins, signage, and phone scripts (requirements can be found here)
• Example STOP message response

• Template: You are unsubscribed from {Campaign Name} {Description} Alerts. No more messages will be sent. Reply HELP for help or {toll free number}.
• Example HELP message response
• Template: {Campaign Name} {Description} Alerts: Help at {source of help #1} or {toll free number}. Msg&data rates may apply. {Message frequency}. Text STOP to cancel.
• 3 Example program messages
• Support email address
• Support phone number

Opt-In Best Practices

The telecom providers require that all short code applications be submitted with a mockup displaying how the short code service will be advertised to users. This can be a mockup of a website, signage, or, in the case of verbal opt-ins, a script. Mockups will be required to submit your application to the carriers.

Below is a list of best practices to follow while creating these Mocks and items to specifically address in the call to action. 

• Checkbox opt-ins are not supported by carriers, especially during account sign-up. We can suggest adding two radio 'option' buttons, one to opt-in and the other one to opt-out. The opt-out button must be chosen by default. 
• Opt-in's require a direct call-to-action "By checking this box" is not considered as a call-to-action. Twillio suggests using language like, "Would you like to receive marketing and membership renewal notifications as SMS from [company] to the phone number provided?" Followed by an option to answer yes or no. No should be the default response. 

  • Below is an example for an SMS keyword Call to Action

    Text {Keyword} to ##### to sign up for alerts.

    For all signup methods, the following language (with your information in the blanks) must appear wherever the short code is advertised (on the web, in print, etc):

    Message and data rates may apply. {Message frequency}. Text HELP to ##### for help. Text STOP to ##### to cancel. For terms: {URL to SMS terms of service}. For privacy: {URL to privacy policy}

• Message frequency must be specific, for example: “1 message/day” or “4 messages/month.” If the message frequency is dependent on the user, use “1 message/user request”. Note that for use cases that require a variable frequency you may say "Message frequency varies", but you should be prepared to justify your reasoning.
• You should have a privacy policy that applies to and addresses your text messaging campaign.  It should include an accurate description of your campaign and how you will handle data in connection with that campaign.  You should make that privacy policy accessible from your CTA and the privacy policy link should be labeled clearly. You should consult with your legal counsel to ensure that your privacy policy includes all legally-required notices with respect to your campaign.
• You should also link to the terms and conditions that apply to your text messaging campaign in your CTA.  The terms should provide accurate information details about your text messaging campaign and how it will work.  You should consult with your legal counsel to ensure that the terms and conditions provide the proper disclosures with respect to your particular campaign.  
• “STOP” must appear in bold anywhere it is displayed.
• Depending on the nature of your text messaging campaign, your CTA may require additional language to be compliant with applicable law.

Opt-in Examples

The following are opt-ins examples that have previously been approved by Twilio.

*Please note that all requirements are subject to change and using this format does not guarantee approval.