This information is being shared with the Kore customers and developer community as received from Twilio
Effective July 5, 2023, all 10DLC phone numbers used to send SMS and MMS messages to U.S. phone numbers must be fully registered to an approved campaign under your brand. Messages sent using unregistered phone numbers will be subject to a gradual increase of message blocking by Twilio, beginning on July 5, 2023, ultimately leading to a full block of all unregistered U.S.-bound messages sent after August 31, 2023
All customers sending 10DLC messages that terminate to US numbers need to register their numbers. This registration process is specific to traffic sent to the United States, so customers using 10DLC numbers to message other countries can ignore this process.
- June 1, 2023: AT&T and T-Mobile will increase carrier fees for unregistered messages (review our A2P 10DLC Pricing article for details).
- August 1, 2023: 2nd increase for T-Mobile carrier fees for unregistered messages (review our A2P 10DLC Pricing article for details).
What is the impact on customers or users of the Kore.ai Platform or Products?
- After 31-Aug-2023 users will not be able to send SMS using the Twilio SMS channel on any Platform to the US region. Not just Kore.ai unless they have registered 10DLC (10 digits) numbers.
- As end-users of a VA or a Bot, users will still be able to send SMS to existing VAs.
- The impact is on the ability to send SMS to end-customer numbers via bot (Twilio enabled). Unless the number used for the VA or Bot is registered with Twilio, the VA may not respond.
- NOTE - We have submitted the registration and awaiting on approval to complete it. We are also in the process of setting up Toll-Free Numbers for SMS which will need toll-free number verification.
- On SmartAssist, for deflection scenarios, the bot should be able to send the SMS with a link for a chat. Hopefully, we will get the approval but in case we do not get the approval in time, this scenario may fail.
- In case a user has used their own branding and not relying on the Kore.ai number for sending the SMS, they will need to get their 10DLC numbers registered.
- For the implementations where outgoing SMS (via Twilio) through BotKit etc. is concerned, all the scenarios may fail unless the 10DLC number is registered.
- Twilio voice channels should not be affected by this change.
How do I prevent Twilio from blocking my unregistered traffic?
Submit your A2P 10DLC registration(s) as soon as possible to prevent blocking from affecting your delivery rates. There will not be a way to prevent the full block on unregistered traffic.
Note: ‘In Progress’ Campaign registrations will be included in the gradually increasing blocks starting on July 5th; phone numbers must be fully registered to an approved campaign under your brand to avoid these blocks. Please keep in mind that Campaigns must be manually reviewed and approved before registration can be completed. A2P 10DLC registration currently takes at least 3 weeks due to higher than normal volume of requests. Campaign submissions initiated at this time will most likely not be available before the August 31 2023 A2P registration deadline. We are working internally and with our industry partners to improve the vetting times. For the latest information on processing times, see our A2P 10DLC Campaign Vetting Changes guide.
What other options do I have to send messages to the US?
In addition to 10DLC numbers, Twilio offers other sender types including Toll-Free Numbers, Short Codes, and WhatsApp messaging along with the Twilio Verify API. For more details on our different messaging offerings and any restrictions that may apply to them, please see the following:
- US SMS Guidelines
- Toll-Free Numbers
- Short Code
- WhatsApp Business API
- Twilio Verify API (For sending One-Time Passcodes)
- Disallowed Content in the US and Canada
All Clients needing branding for their SMS need to follow the Campaige registration process:
A2P 10DLC Campaign Approval Requirements
Follow these guidelines for Campaign recommendations and also to get information from clients so we can submit the required applications on their behalf.
How to Register Your A2P 10DLC Numbers Guide
