If you’ve been using text messaging for business communication—whether for customer service, marketing, or internal notifications—you’ve likely heard about the new carrier regulations requiring businesses to register their messaging numbers under a system called 10DLC (10-digit long code). Understandably, many businesses that use text messaging primarily for customer service or internal communication are asking: “Why do we need to register for 10DLC when we’re not sending marketing messages?”
This article explains the importance of 10DLC registration and clarifies how even non-marketing uses of text messaging must comply with carrier guidelines. We’ll also cover compliance requirements such as customer consent, Terms & Conditions, and privacy policies to help you better understand the regulatory landscape.
What Is 10DLC?
10DLC stands for 10-digit long code, which allows businesses to send A2P (Application-to-Person) messages over local numbers. It was designed to improve message deliverability and ensure that businesses using SMS for legitimate purposes comply with carrier guidelines. These regulations were introduced by major U.S. carriers (such as AT&T, Verizon, and T-Mobile) to combat spam, fraud, and abuse in the messaging ecosystem.
Why 10DLC Registration is Required—Even for Customer Service and Internal Use
Even if your business uses text messaging strictly for customer service or internal notifications, your communication is still classified as A2P messaging, meaning it is subject to the same regulations as marketing messages. When you send messages from a business to an individual, carriers consider this A2P, regardless of the content.
Here’s why you still need to register your texting number under 10DLC:
1. **Message Classification: A2P vs. P2P**
Carriers make a clear distinction between A2P (Application-to-Person) and P2P (Person-to-Person) messaging. While P2P is typically conversational texting between individuals, A2P includes any messages sent by businesses, even for purposes like customer service or appointment reminders. Whether you are sending marketing promotions or simply responding to customer inquiries, you must comply with A2P messaging guidelines.
2. **Carrier Compliance**
Carriers like AT&T and T-Mobile have made it mandatory for all businesses using A2P messaging to register their numbers under the 10DLC system. If you don’t comply, you risk your messages being flagged as spam, delayed, or outright blocked. Carriers have also introduced hefty fines for unregistered traffic, which could affect your business’s bottom line.
3. **Data Collection and Customer Consent**
Even if your messaging is focused on customer service, if you’re collecting any form of data from your customers—whether it’s their phone number, appointment details, or any other personal information—you must comply with the guidelines. According to these guidelines, businesses must get explicit consent (opt-in) from customers before sending them messages. This applies not only to marketing messages but also to service-related communications.
4. **Clear Call-to-Action (CTA) and Compliance**
For compliance purposes, your business must ensure that your messaging platform includes a clear Call-to-Action (CTA) when asking customers to send texts to your business number. The CTA informs customers about what they can expect after opting in, which is crucial in preventing unsolicited messages and ensuring legal compliance.
For example, if a customer reaches out to your business texting number for support, you should include a message like, “By texting us, you consent to receive messages related to customer support. Message and data rates may apply.”
5. **Terms and Conditions & Privacy Policy**
Carriers require businesses to provide accessible Terms & Conditions and Privacy Policy information when using text messaging services. Customers should be informed about how their data will be used, stored, and protected. Even if you’re using texting for internal communication, these policies are vital for transparency and trust.
Example Scenarios
Here are a few examples to show why 10DLC registration is essential for businesses using texting for customer service or internal use:
1. **Customer Support Messaging**
Let’s say a customer texts your business number for support on an issue they’re facing. Since this message is coming from a customer to a business, it falls under A2P messaging. Even though you’re simply responding to a query and not promoting any products, your message must comply with carrier regulations. Without 10DLC registration, the message may be blocked or flagged as spam.
2. **Internal Notifications**
If your business uses text messaging to send notifications to employees—such as shift reminders, work updates, or meeting reminders—this still counts as A2P messaging. Even though it’s not customer-facing, the messages are being sent through an application (your SaaS platform), which means they must be registered under the 10DLC system.
3. **Appointment Reminders**
A business using texting to remind customers of upcoming appointments also needs to register their number under 10DLC. In this case, the business is collecting data (the appointment details) and sending messages that involve customer interaction. Carriers require these messages to comply with 10DLC regulations, even if they are purely informational.
What Happens If You Don’t Register for 10DLC?
Failing to register your texting number under 10DLC can result in several negative consequences:
- Blocked or Delayed Messages: Unregistered messages are more likely to be blocked or experience significant delays, leading to poor customer service.
- Hefty Fines: Carriers are imposing fines on businesses that continue to send unregistered A2P messages. These fines can add up quickly, especially for businesses that rely heavily on texting.
- Reduced Trust and Customer Experience: If customers don’t receive critical messages—such as appointment confirmations or support responses—it can result in lost business and a damaged reputation.
Conclusion
Even if your business uses texting solely for customer service or internal communications, the 10DLC registration is not something you can ignore. The carrier regulations apply to all A2P messaging, which includes any communication between a business and an individual. Registering for 10DLC ensures that your messages are delivered without interruption, keeps your business compliant with carrier guidelines, and protects your customers' data.
By following these steps—registering your numbers, providing clear CTAs, and ensuring proper customer consent—you’ll avoid potential fines, improve message deliverability, and build greater trust with your customers.
If you have questions about the 10DLC registration process or need help ensuring compliance, don’t hesitate to reach out to our support team for guidance.