In this article, you'll learn about some of the country-specific requirements for text messaging.
This article covers the following countries:
Singapore
To send messages in Singapore, you'll need to register your sender ID with the Infocomm Media Development Authority (IMDA). Text messages sent to Singapore from cell numbers or international numbers will behave as follows:
- Starting January 30, 2023, for a transition period of approximately six months, unregistered sender IDs will default to "likely-SCAM".
- After this transition period, all messages from unregistered sender IDs will be permanently blocked and not delivered.
This is happening because the IMDA is implementing a "Full SMS Sender ID Registry Regime (SSIR) " in Singapore. The IMDA’s decision impacts all A2P messaging service providers in Singapore.
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Preparing to register your sender ID
As required by IMDA, a "Singaporean corporate registration number" (UEN or "Unique Entity Number") is needed to register sender IDs on theSSIR portal. You can check on theBizfile+website to find out if you have a UEN.
If your company is not incorporated in Singapore, you can obtain a Singapore UEN by registering with theAccounting and Corporate Regulatory Authority (ACRA), or use an affiliated company that has a UEN to register Singapore mobile numbers on the SSIR portal.
Provide the following two letters when registering your Singapore Mobile Number(s) on the SSIR portal:
- A letter from Twilio's carrier partner to Twilio. You candownload this here.
- A letter from Twilio. You can request that usingthis form.
If you have questions regarding the registration on the SGNIC portal process, contact the Singapore Network Information Centre (SGNIC) atsmsregistry@sgnic.sgor visit theSGNIC website.
Registering your sender ID
After the registration of your sender ID is completed in the SSIR portal, follow these steps to register the alphanumeric sender ID with the telecommunication carriers in Singapore.
- Download therequired forms(Singapore_SenderID_Files.zip).
- Unzip the downloaded file. You'll see the following file structure:
- Fill in a letter of authorization (LOA). Choose the LOA that's applicable to your situation (the title will help you choose). Then, add the required document in each folder:
- ACRA Bizfile Report showing said UEN that is no more than 3 months old
- Proof of registration with SSIR
- Singapore UEN used to register the alphanumeric sender ID(s) with SGNIC
Note:If the person submitting theSender ID registration form(in STEP 4) is not a named director in the ACRA Bizfile report, they must be:- Named as a power of attorney and it must be signed by a director named in the ACRA Bizfile Report
- Appointed in writing through a letter of authorization signed by a director named in the ACRA Bizfile Report
- Convert the required forms and documents into PDF, then compress them into asingle zip folder. The file must not be larger than 3 MB.
- Enter the required information into theSender ID registration form.
- After you complete all previous steps, contactZendesk Customer Supportto process your data. Attach the zip folder to your request, and include your Zendesk subdomain.
United States
Application-to-Person 10位数长代码(A2P 10 dlC) was designed as a messaging solution that enables businesses to send text messages from a local 10DLC number in the United States (US). A2P 10DLC is designed and sanctioned for business messaging. It offers upgraded stability, delivery reliability, and security to businesses and their audiences. It also supports the volume of messaging throughput that many businesses need.
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Understanding A2P 10DLC
Previously, the US long codes, widely used by businesses, were designed for person-to-person (P2P) communications only. They have low volume throughput and lack necessary security standards, resulting in many spam messages being sent to customers. Phone carriers consider them to be an unsanctioned route for business texts. For this reason, messages are often subject to blocking and throttling.
Verizon was the first US carrier to introduce A2P 10DLC messaging in 2019. Increased demand for high throughput text messaging for legitimate use cases spurred other carriers (including T-Mobile & AT&T) to launch their version of 10DLC in 2021.
Registering (requirements for A2P 10DLC)
US carriers implemented A2P 10DLC, therefore, businesses who use Zendesk to communicate with their US based customers through text messaging, must register their business information and use cases to avoid carrier filtering. To register, fill in theZendesk Text A2P 10DLC Registrationform.
Understanding different types of Zendesk text use cases
If you are required to register for A2P 10DLC, let us know your specific use case for using Zendesk text. The following table lists the different use case scenarios:
Use case | Description |
Two-factor authentication (2FA) | Any authentication or account verification such as a one-time password (OTP). |
Account notifications | Notifications about the status of an account or related to being a part of an account. |
Customer care | Support, account management, and other avenues of customer interaction. |
Delivery notifications | Information about the status of a delivery. |
Fraud alert messaging | Messaging about a potentially fraudulent activity, such as spending alerts. |
Higher education | Message campaigns from colleges, universities, and other education institutions. |
Marketing | Promotional content, such as sales and limited-time offers. |
Mixed | A campaign that covers multiple use cases such as customer care and delivery notifications. |
Polling and voting | For conducting polling and voting, such as customer surveys. Not for political use. |
Public service announcement (PSA) | PSAs raise audience awareness about a given topic. |
Security alert | Notification of a compromised system (software or hardware related). |
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