Custom/Toll-Free Number Verification: Opt-in Requirements
A clear opt-in process is crucial for toll-free number verification. You must demonstrate how you obtain "express written consent" from users before sending them text messages. Here's a breakdown of acceptable opt-in methods and how to document them:
Acceptable Opt-in Types & Required Documentation:
VERBAL (e.g., IVR): Provide a written script of the verbal consent request, including:
Disclosure of message frequency (e.g., "two messages per month").
Notification of message and data rates (if applicable).
Instructions for opting out (e.g., "Reply STOP to opt out").
Link to your Terms of Service and Privacy Policy.
Confirmation of the user's affirmative response (e.g., "Yes please").
Example: "As part of our service... [full script as provided in your example]"
WEB_FORM: Provide the direct URL to the web form where users enter their phone number and explicitly opt in to receive texts. The opt-in checkbox must be selectable by the user and not pre-selected. Screenshot of the form is also acceptable.
PAPER_FORM: Provide a scanned copy of the physical form used for in-store opt-ins. The form must clearly state the user is consenting to receive text messages.
VIA_TEXT (Keyword Opt-in): Provide details of the keyword campaign, including the keyword, short code (if applicable), and the message users receive when they opt in. Example: "Text JOIN to 12345 to receive updates from John's Coffee Shop."
MOBILE_QR_CODE: Provide the QR code image itself. The QR code must link to either:
A web form (as described above) or
A pre-composed text message with the opt-in keyword.
Opt-in Image URL Requirements:
The "Opt-in Image URL" field requires a publicly accessible link to documentation that clearly demonstrates your opt-in process. This could be:
A URL to the web form itself.
A URL to a hosted screenshot of the web form.
A URL to a hosted image of the paper form.
A URL to a document containing the verbal script.
A URL to a document containing the QR code.
Important:
The documentation must match the selected Opt-in Type.
The link must be publicly accessible. Do not use links that require login credentials (e.g., Google Drive, private file storage). Host the image/document on your website or a publicly accessible image hosting service.
The opt-in must be explicit and separate from other agreements (e.g., terms of service). Users must actively choose to receive text messages.
The documentation should clearly show where and how the user provided their phone number and consented to receive texts.