As a result of phone carrier regulation changes, each Org sending SMS messages through Filevine must register their use case. Unregistered businesses will experience failed SMS messages, and will be subject to increased message filtering.
Regulations
All major phone carriers enforce regulations for messages that are sent from an application to personal cell phones using 10-digit numbers (A2P 10DLC). These regulations are designed to make it easier for businesses to connect with their customers while countering spam over SMS and MMS.
As part of these regulations, businesses must be registered in order to send SMS messages through Filevine. If a business does not register, their ability to send SMS messages through Filevine will be compromised. Messages could be marked as spam or not be delivered at all.
Canadian Users
Any Org using Filevine to send SMS messages to clients in the US must be registered. This includes any Canadian Orgs sending SMS messages to US clients.
SMS messages to US clients must be sent from a chosen registered number. Once a Canadian Org has registered, they will need to register the numbers they will use to send messages to US numbers.
API and Workato Users
If your API calls are sending messages from a Filevine-owned number, these regulations will also restrict the number of messages sent from these numbers. If users are using API or Enterprise Automation to send messages through a project and are using one of Filevine’s SMS lines, this will affect them.
Customers using an independent line should verify with their provider (for example, Twilio) if they need to register under these regulations.
Required Items for Registration and Approval
Before you begin the registration process, ensure you have the following components ready. These items are required by phone carriers to approve your SMS brand registration.
Registration Checklist
- Hosted Website
- Opt-in Web Form
- Consent Message
- Unselected Checkbox (a checkbox is optional, but must be unselected by default if it is present)
- Link to Privacy Policy
- Privacy Policy Page
- Link to Terms of Service
- Compliant Terms of Service Page
Read the sections below on each item to ensure that each meets the required specifications.
Hosted Website
Maintain a live, publicly accessible website that clearly displays your brand name and matches the business details provided in your registration.
Opt-in Web Form
Provide the direct URL to the specific intake page or "Contact Us" form where clients enter their phone numbers. This page must be publicly accessible (not behind a login). Ensure that the form is a one-page form, rather than a muli-page form.
Consent Message
The consent message is the exact script used to obtain permission. It must identify your firm name and include the phrase "Message & data rates may apply."
You can copy the following message to use on your site, or adjust it to something similar. (Consult with your legal team to ensure it's correct). Slight adjustments can be made, but this information must be present for registration to succeed.
Be sure to adjust your firm name and add valid links to your privacy policy and terms of service.
By checking the box, you are expressly consenting to receive customer care SMS communication from [Your Firm Name]. Message and data rates may apply. Message frequency varies. To opt-out, reply STOP. For help, reply HELP.
View our Privacy Policy [link to privacy policy] and Terms of Service [link to terms of service].
(Optional) Unselected Checkbox
If you use a checkbox for SMS consent, it must be unchecked by default. Carriers consider pre-checked boxes to be “forced consent,” which is one major cause for registration rejection.
Privacy Policy Link
Provide the full, public (https://) links to your privacy policy. Ensure this link is not behind a password/firewall and is easily found on your website. A common place to put this link is in the footer of your website.
The privacy policy link must be provided as a distinct link, separate from the Terms of Service link. Combined links or single documents containing both policies may result in registration rejection.
Privacy Policy Page
This page should be titled “Privacy Policy.” A link to your privacy policy is required on your website.
A compliant privacy policy must state that no mobile information will be shared with third parties/affiliates for marketing/promotional purposes. Information sharing to subcontractors in support services, such as customer service, is permitted.
If the privacy policy does mention that information will be shared with third-parties, the following disclaimer (or similar) must be added on the sharing of information section:
All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties, excluding aggregators and providers of the Text Message services.
Terms of Service Link
Provide the full, public (https://) link to your Terms of Service page. Ensure this link is not behind a password/firewall and is easily found on your website. A common place to put this link is in the footer of your website.
The Terms of Service link must be provided as a distinct link, separate from the privacy policy link. Combined links or single documents containing both policies may result in registration rejection.
Compliant Terms of Service Page
This page should be titled “Terms of Service.” To ensure registration success, your terms of service must include the specific phrases "Message and data rates may apply" and "Message frequency varies."
Copy the following text (or similar) to a dedicated Terms of Service page and include a link to this page in the footer of your website. While slight adjustments are permitted, this specific language must be present for your registration to be approved.
Be sure to adjust the support email address and phone number to match your company and add a valid link to your privacy policy.
[Your Firm Name]'s Messaging Terms of Service
Client Intake & Appointments: Text messages include scheduling an initial call, appointment reminders, intake follow-ups, and secure links for e-signing documents.
Opt-Out: You can cancel the SMS service at any time. Just text "STOP" to the short code. After you send the SMS message "STOP" to us, we will send you an SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages from us. If you want to join again, just sign up as you did the first time and we will start sending SMS messages to you again.
Support: If you are experiencing issues with the messaging program you can reply with the keyword HELP for more assistance, or you can get help directly at [support email address or toll free number].
Delivery: Carriers are not liable for delayed or undelivered messages.
Rates & Frequency: As always, message and data rates may apply for any messages sent to you from us and to us from you. Message frequency varies based on your inquiry and appointment schedule. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.
Privacy: If you have any questions regarding privacy, please read our privacy policy: [link to privacy policy].
Registration
Tier registration is on a Filevine Org basis. Businesses with multiple Orgs register each active Org within Filevine. To register your Org, fiill out and submit the registration form. Once your registration is approved, you can register individual numbers.
The default registration available to Filevine customers includes up to 400 registered phone numbers and 3000 messages per day.
Submit Registration
Navigate to Main Menu > Advanced > Org Phone Numbers > Registration. In the registration tab, you can view your Org’s status. If you are unregistered, you can fill out the form below. Information entered into the form will be saved even if you navigate away from the page.
Note: It is important that the information you provide matches what is included in your business registration with the IRS. This information is used for the sole purpose of verifying that the business is registered in the United States.
When finished, click Submit Form. Once you have submitted the form, you can expect your registration to be approved in 2-4 weeks. When you have been approved, you can register individual phone numbers.
Register Numbers
Once your Org has been registered, you can register already-existing texting numbers in the Text tab of the Manage Org Phone Numbers tool. Newly-created phone numbers will automatically be registered.
If you are registered, you will see the number of registered numbers displayed on top of this tab. Unregistered numbers will be marked.
To register a number, click + Register Number next to that number. (If your numbers are tagged as Unregistered and there is no option to register the number, you will need to first register the Org in the Registration tab.)
Once a number is registered, it cannot be unregistered except by deleting the number entirely.
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