Limitations and FAQs

Limitations for Brands & Campaigns management

Deleting brands is not allowed from the Webex Connect Platform.
Deactivation of campaign is not allowed from the Webex Connect Platform.
Disabling Campaign is not allowed from the Webex Connect Platform.
Third-party vetting is not allowed from the Webex Connect Platform. For additional vetting, contact the Operations Team.
TPM is subject to your tenant-level TPS limit.
Once the number assigned to the campaign can’t be updated to the new campaign ID from the platform.

FAQs

These common FAQs will help you navigate through the issues that you may face while creating or managing brands and campaigns.

How long does it take to approve my campaign once submitted?
Standard use case Campaigns are approved between 1 - 2 business days for qualified brands, while some Special use case Campaigns are dependent on MNO review times. These Campaigns initially will be in a “Pending” Status upon completion of the registration process. Once the Campaign is accepted, the registered tenant owner will be notified and the status can be verified in the Campaigns page.

Will having my brands vetted improve their throughput or lower their per message surcharges?
We work with the Campaign Registry and third-party vetting partners, who may provide independent information to the carrier about the Brand that may result in the Brand having access to higher message throughput and, potentially, lower surcharges. You can reach your account manager for vetting of a Brand after the Brand Registration process. External vetting is the only way you can improve the message class or volume tier of your Brand's Campaigns if the Brand is not in the Russell 3000 list.

Who are eligible to apply as a Sole Proprietor?

If you are a Sole Proprietor entity type and your use case is limited to small businesses and individuals without an EIN with limited traffic needs, then the use of Sole Proprietor is subject to the following requirements:

One campaign allowed per Brand, with a maximum of 5 associated landline (10DLC) numbers.
1000 msg/day limit (T-Mobile) and 15msg/minute limit (AT&T)per Campaign - CSP to enforce daily limits. (Subject to carrier and TCR changes)

Do the Webex Connect users receive the 10DLC email notifications?

The Webex Connectplatform sends 10DLC email notifications to the tenant owner, the tenant user, and the Support contact provided in the Brand Creation Form. All these three user roles will receive, both, the Brand creation and Campaign creation status updates.

What is A2P 10DLC?

A2P 10DLC refers to a system in the United States that allows businesses to send Application-to-Person (A2P) type messaging via a standard 10-digit long code (10DLC) phone numbers. A2P 10DLC offers better deliverability quality and lower filtering risks than previous long code SMS solution.

How does A2P 10DLC work?

There are some important components required to send any A2P 10DLC messaging. They are:

Businesses must identify who they are via the Brand Registration.
Businesses must register the types of messaging they are sending i.e., account notifications (Campaign Registration).
Businesses are required to register the type of messaging use they will be using for their numbers. This registration is done at the The Campaign Registry and is monitored by carriers to ensure compliance.

What’s a Trust Score?

When you complete the registration of your Brand, you will be given a Trust Score or Reputation Rating from 0 to 100. Trust Scores are grouped into several levels, ranging from the lowest to the highest. Your Trust Score combined with the type of your campaign, will determine your message throughput.

Why do I have a low Trust Score?

A low trust score could be the result of the following:

A request is submitted via the 10DLC intake form for registration with a different address than the one associated with your official business registration account.
A small brand footprint.

How can I get a higher trust score rating?

An additional “Secondary Vetting” option is available for a fee, if you are not satisfied with the result of the verification by The Campaign Registry.

Why didn’t my Brand pass registration vetting?

The most common reasons for a brand to not pass the vetting are:

Incorrect entity type and business.
The name provided does not match the registered Tax ID number.

Does an end user need to provide consent to receive messaging from a 10DLC code?

Yes, 10DLC codes are subject to all compliance guidelines as outlined in the CTIA Short Code Monitoring Handbook.

Do 10DLC codes need to respond to mandatory keywords: HELP and STOP (QUIT, CANCEL, UNSUBSCRIBE, END?

Yes, 10DLC codes are subject to all compliance guidelines as outlined in the CTIA Short Code Monitoring Handbook.

What information needs to be in each message?

Each message must contain the Program Name, the content from content provider, and compliance language: Reply HELP for help, STOP to end.

How long does it take to get approval/provision a 10DLC?

It takes about 12 business days for approval and provisioning (Direct SMPP/ESME) (TakesWebex Connect clients 4-6 weeks).