📌 Note: Before you get started, we recommend watching our 10.02.24 Text Campaign Webinar recording to see a detailed example of the registration process from beginning to end including requirements, message samples, and submission.
Please note that SMS functionality is subject to area code availability. Some regions may have limited support due to carrier restrictions outside of our control. We appreciate your understanding.
Guidance for DBA (Doing Business As) Entities:
When registering a brand that operates as a DBA, it’s important to ensure that the information you provide matches official records exactly. Here are some best practices:
Legal Name: Enter the legal business name as registered with the IRS. If your DBA is registered with the IRS, you may include the DBA name, but it should match the documentation you provide.
EIN Documentation: The EIN letter from the IRS should reflect either the legal business name or the DBA, depending on how your business is registered. If the DBA is not listed on the EIN letter, you may need to provide additional documentation showing the relationship between the legal entity and the DBA.
Address: Use the business address as it appears in official records. Any discrepancies can cause verification delays.
Supporting Documents: If your DBA is registered at the state or local level, having those documents available can help if further verification is needed.
Text Registration
Why do I have to register to send texts?
All major US carriers now require A2P 10DLC registration. Unregistered phone numbers will be blocked from sending messages.
Why is the registration process taking so long?
Campaign registrations take a long time because there is a human review process to ensure the information provided is accurate and compliant with A2P 10DLC number registration standards and mandates.
Who approves the registration requests?
Swivel works with a texting provider who works with external vetting partners to review and approve 10DLC Text Registration requests. Swivel is not part of this review and/or vetting process.
Opt-In & Opt-Out
Do my contacts have to opt-in?
Yes, you are required to obtain consent for all broadcast text messages. Contacts will be required to opt-in before receiving a broadcast text message. The opt-in will either be automatically sent when create a broadcast campaign, or can be sent manually to individual contacts.
Do I have to craft and send the opt-in message myself?
Once you create and launch a text campaign, Swivel will automatically send opt-in messages to contacts who have not opted-in. It is only after the contacts have given consent that they will receive the campaign's text message. Should the contact opt-out, no message will be sent. Users can manually send the opt-in message to a specific contact. To learn more, visit the Communication Preferences article.
Do the opt-in messages sent to my contacts count towards my available text messages?
Yes, opt-in messages will be deducted from your count of available text messages.
Do customer responses to the opt-in message and/or opt-out count toward my available text messages?
Yes, when your contacts respond to opt-in or opt-out, each response will count towards your count of available text messages.
My contact hasn't received and opt-in text yet, how long does it take for them to receive this message?
It can take up to or around 10 minutes for an opt-in message to successfully send to a contact from either the Communication Preferences in the contact page or if they are included in a broadcast text campaign.
If my contact's primary phone number is switched, does that contact need to re-opt-in to receive messages at that new number?
No, opt-ins are tied from a text message account to a contact, not a specific phone number. If the contact's primary phone # is updated, the contact's primary phone number (at the time it is sent) will always get the text message.
My contact is marked Do Not Contact in Swivel, but they opted-in for Text and/or Emails. Will they still receive the messages they have opted-in for?
No. Once a contact is marked Do Not Contact in Swivel, this will override any other opt-ins.
My contact opted-out to my text campaigns but is now interested in opt-in, how do they resubscribe?
The only way for a contact to opt-in after the initial message has been sent is by texting the text account phone number and replying "START". Users can only send one opt-in message to a contact.
Text Message Availability
How many messages are included in my subscription?
1,000 text messages per account are included. These messages do not roll-over.
How will I be notified that I have run out of messages?
Users will receive an email to alert you that you have run out of text messages. Before you schedule and/or send a text campaign, we recommend you check your remaining number of messages to avoid any interruptions.
I ran out of messages part way through a text campaign. Do I have to start over?
Interrupted channels can be resumed, but all messages not sent in 24 hours expire and will not be sent. As long as you purchase more messages within the 24 hour window, the channel will automatically pick up where it left off.
When is a text message deducted from my available count?
The text message is not deducted until it has been sent.
Can I purchase more messages?
Yes! You are able to purchase additional messages. The minimum amount to purchase is 100 messages. Purchased messages will roll-over until depleted. To learn more, please visit our Billing and Subscription section.
Text Phone Number
Can I add additional phone numbers?
Yes, additional phone numbers can be added to your account for an additional fee. Each additional phone line will incur additional TCR registration submission fee(s), and message account fee.
Can the name of the phone line be edited?
Yes, the name of the phone number can be changed.
Can I use my Text Phone Number to send one-on-one texts?
No. Currently the Text phone number can only be used for broadcast tests, not individual texts.
Can my recipients reply to my texts?
Recipients can only reply to opt-in and/or opt-out, any other responses are not supported.
🚧 IMPORTANT: We strongly recommend you communicate to your contacts that responses are not monitored (i.e. Please do not reply to this text as responses are not monitored.)