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Azure Communication Services allows you to use phone numbers to make voice calls and send SMS messages with the public-switched telephone network (PSTN). In this document, we review the phone number types, region availability, and use cases for planning your telephony and SMS solution using Communication Services.
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Azure Communication Services enables you to use phone numbers to make voice calls and send SMS messages with the public-switched telephone network (PSTN). This article describes the phone number types, region availability, and use cases for planning your telephony and SMS solution using Azure Communication Services.
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## Available options
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This table summarizes the number types and supported capabilities:
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| Type | Example | Send SMS | Receive SMS | Make Calls | Receive Calls | Typical Use Case | Restrictions|
|[Toll-Free](../../quickstarts/telephony/get-phone-number.md)| +1 (8AB) XYZ PQRS |Yes |Yes |Yes |Yes| Receive calls on IVR bots, SMS Notifications | SMS in US and CA only |
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|[Local (Geographic)](../../quickstarts/telephony/get-phone-number.md)| +1 (ABC) XYZ PQRS |No |No |Yes |Yes | Geography Specific Number | Calling Only|
|[Toll-Free](../../quickstarts/telephony/get-phone-number.md)| +1 (8AB) XYZ PQRS | Yes |Yes |Yes |Yes | Receive calls on IVR bots, SMS Notifications | SMS in US and CA only |
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|[Local (Geographic)](../../quickstarts/telephony/get-phone-number.md)| +1 (ABC) XYZ PQRS | No |No |Yes |Yes | Geography Specific Number | Calling Only |
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---
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title: Messaging Policy
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titleSuffix: An Azure Communication Services concept document
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titleSuffix: An Azure Communication Services article
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description: This article describes Azure Communication Services messaging policy.
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author: prakulka
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manager: nmurav
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### What is consent?
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Consent is an agreement between you and the message recipient that allows you to send application to person (A2P) messages to them. You must obtain consent before sending the first message, and you should make clear to the recipient that they're agreeing to receive messages from you. This procedure is known as receiving "prior express consent" from the individual you intend to message.
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Consent is an agreement between you and the message recipient that allows you to send application to person (A2P) messages to them. You must obtain consent before sending the first message, and you should make clear to the recipient that they're agreeing to receive messages from you. This procedure is known as receiving *prior express consent* from the individual you intend to message.
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The messages that you send must be the same type of messages that the recipient agreed to receive and should only be sent to the number or email address that the recipient provided to you. If you intend to send informational messages, such as appointment reminders or alerts, then consent can be either written or oral. If you intend to send promotional messages, such as sales or marketing messages that promote a product or service, then consent must be written.
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### Consent requirements:
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- Provide a “Call to Action” before obtaining consent. You and your customers should provide potential message recipients with a “call to action” that invites them to opt-in to your messaging program. The call to action should include, at a minimum: (1) the identity of the message sender, (2) clear opt-in instructions, (3) opt-out instructions, and (4) any associated messaging fees.
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- Provide a *Call to Action* before obtaining consent. You and your customers should provide potential message recipients with a “call to action” that invites them to opt-in to your messaging program. The call to action should include, at a minimum: (1) the identity of the message sender, (2) clear opt-in instructions, (3) opt-out instructions, and (4) any associated messaging fees.
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- Consent isn't transferable or assignable. Any consent that an individual provides to you can't be transferred or sold to an unaffiliated third party. If you collect an individual’s consent for a third party, then you must clearly identify the third party to the individual. You must also state that the consent you obtained applies only to communications from the third party.
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- Consent is limited in purpose. An individual who provides their number or an email address for a particular purpose consents to receive communications only for that specific purpose and from that specific message sender. Before obtaining consent, you should clearly notify the intended message recipient if you send recurring messages or messages from an affiliate.
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---
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title: Short Code Program Brief Filling Guidelines
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titleSuffix: An Azure Communication Services concept document
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description: Learn about how to apply for short codes
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titleSuffix: An Azure Communication Services article
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description: This article describes how to apply for short codes in Azure Communication Services.
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author: prakulka
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manager: shahen
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services: azure-communication-services
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- Templates
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## Program details
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### Program Name
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All short code programs are required to disclose program names, product description (or both) in messages, on the call-to-action, and in the terms and conditions. The program name is generally the sponsor of the short code program, often the brand name or company name associated with the short code.
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All short code programs are required to disclose program names, product description (or both) in messages, on the call-to-action, and in the terms and conditions. The program name is generally the sponsor of the short code program, often the brand name, or company name associated with the short code.
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As a best practice, the program name is composed of two pieces
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- Name of the sponsor (company or brand name) <br />
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**Examples of program name:**
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- Contoso Promo Alerts
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- Contoso SMS Banking
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- Contoso Appt. Reminders
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- Contoso Appointment Reminders
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### Type of Short Code
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Communication Services offers two types of short codes: random and vanity.
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#### Random short code
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A random short code is a 5–6-digit phone number randomly selected and assigned by the U.S. Common Short Codes Association (CSCA).
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#### Vanity short code
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A vanity short code is a 5–6-digit phone number that you choose for your program. You can look up the list of available short codes in the [US Short Codes directory](https://usshortcodedirectory.com/).
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You can also pick a number that the customer can spell out on their phone dial pad as an alphanumeric equivalent – for example, Contoso can use OFFERS (633377).
This field captures the directionality of the SMS program – 1-way or 2-way SMS. In the United States, 2-way SMS is mandated to honor opt-out requests from customers.
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### Recurrence
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Programs are classified as Transactional programs or Subscription programs:
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-**Transactional** programs deliver a one-time message in response to customers’ opt-in requests. Examples include one-time passcodes, informational alerts, and delivery notifications.
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-**Subscription** programs send messages to customers on an ongoing basis. Examples include content/information alert subscriptions (news, weather, horoscopes, etc.), marketing, and loyalty promotions.
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### Estimated ramp up time
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This field captures the time duration in days until full production volume is reached.
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### Political Campaign
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Short Code programs that solicit political donations are subject to [wireless industry best practices](https://www.ctia.org/the-wireless-industry/industry-commitments/guidelines-for-federal-political-campaign-contributions-via-wireless-carriers-bill).
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### Privacy Policy and Terms and Conditions URL
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Message Senders are required to maintain a privacy policy and terms and conditions specific to all short code programs and make it accessible to customers from the initial call-to-action.
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In this field, you can provide a URL of the privacy policy and terms and conditions where customers can access it. If you don’t have the short code program specific privacy policy or terms of service URL yet, you can provide the URL of screenshots of what you expect the short code program policies to look like. You can use a design mockup of the website planned to go live once the campaign is launched.
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- A link to the Privacy Policy or the whole Privacy policy.
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##### Example:
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**Terms of Service**
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:::image type="content" source= "../media/short-code-terms.png" alt-text="Screenshot showing the terms of service mock up.":::
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> [!Note]
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> If you don’t have a URL of the website, mockups, or design, please send an email with the screenshots to [[email protected]](mailto:[email protected]) with "\[CompanyName - ProgramName\] Short Code Request".
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### Program Sign-up type and URL
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### Program Sign-up type and URL
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This field captures the call-to-action, an instruction for the customers to take action for ensuring that the customer consents to receive text messages, and understands the nature of the program. Call-to-action can be over SMS, Interactive Voice Response (IVR), website, or point of sale. Carriers require that all short code program brief applications are submitted with mock ups for the call-to-action.
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In these fields, you must provide a URL of the website where customers discover the program, URL for screenshots of the website, URL of mockup of the website, or URL with the design. If the program sign-up type is SMS, then you must provide the keywords the customer send to the short code for opting in.
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> [!Note]
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> If you don’t have a URL of the website, mockups, or design, please send the screenshots to [email protected] with Subject "[CompanyName - ProgramName] Short Code Request".
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#### Guidelines for designing the call-to-action:
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#### Guidelines for designing the call-to-action
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1. The call-to-action needs to be clear as to what program the customer is joining or agreeing to.
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- Call-to-action must be clear and accurate; consent must not be obtained through deceptive means
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- Enrolling a user in multiple programs based on a single opt-in is prohibited, even when all programs operate on the same short code. Refer to the [CTIA monitoring handbook](https://api.ctia.org/wp-content/uploads/2024/01/CTIA-Short-Code-Monitoring-Handbook-v1.9-FINAL.pdf) for best practices.
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> [!Note]
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> Additional information might be required for sweepstakes or other special programs. Please check the [CTIA monitoring handbook](https://api.ctia.org/wp-content/uploads/2024/01/CTIA-Short-Code-Monitoring-Handbook-v1.9-FINAL.pdf).
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##### Examples:
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##### Examples
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**SMS**
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Contoso.com: Announcing our Holiday Sale. Reply YES to save 5% on your next Contoso purchase. Msg&Data Rates May Apply. Txt HELP or terms&conditions. Txt STOP to opt-out.
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**Web opt-in**
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:::image type="content" source= "../media/short-code-web-optin.png" alt-text="Screenshot showing the web opt-in mock up.":::
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:::image type="content" source= "../media/short-code-web-optin.png" alt-text="Screen capture of the the web opt-in mock up.":::
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**Point of sale (hardcopy leaflet) with SMS keyword call-to-action**
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*Example 2:*
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**Contoso bot** - Would you like to receive appointment reminders through text message to the phone number you've saved in your account? Messages and data rates may apply. If you want to opt in, say YES, say NO to skip.
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**Contoso bot** - Would you like to receive appointment reminders through text message to the phone number you saved in your account? Messages and data rates may apply. If you want to opt in, say YES, say NO to skip.
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**End-User** - YES
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## Contact Details
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### Point of contact email address
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You need to provide information about your company and point of contact. Status updates for your short code application are sent to the point of contact email address.
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### Customer care
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Customer care contact information must be clear and readily available to help customers understand program details and their status with the program. Customer care information should result in customers receiving help.
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In these fields, you're required to provide the customer care email address and a customer care phone number where customers can reach out to receive help.
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## Volume
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## Volume
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### Messages sent per user
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In this field, you're required to provide an approximate number of messages that will be sent out per customer monthly.
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### Replies per user
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In this field, you're required to provide an approximate number of replies you expect to get per customer.
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In this field, you need to provide an approximate number of messages sent out per customer monthly.
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### Replies per user
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In this field, you must to provide an approximate number of replies you expect to get per customer.
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### Expected total messages sent
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In this field, you're required to provide an estimate of total messages sent per month.
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### Traffic spikes
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In this field, you're required to provide information on traffic spikes and their expected timing.
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Example: Traffic spikes are expected for delivery notifications program around holidays like Christmas.
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Azure communication service offers an opt-out management service for short codes that allows customers to configure responses to mandatory keywords STOP/START/HELP. Before provisioning your short code, you're asked for your preference to manage opt-outs. If you opt-in, the opt-out management service automatically uses your responses in the program brief for Opt-in/ Opt-out/ Help keywords in response to STOP/START/HELP keyword.
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### Opt-in confirmation message
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CTIA requires that the customer must actively opt into short code programs by sending a keyword from their mobile device to the short code, providing consent on website, IVR, and so on.
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In this field, you're required to provide a sample of the confirmation message that is sent to the customer upon receiving their consent.
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**Example:** Contoso Promo Alerts: 3 msgs/week. Msg&Data Rates May Apply. Reply HELP for help. Reply STOP to opt out.
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**Example:** Contoso Promo Alerts: Three msgs/week. Msg&Data Rates May Apply. Reply HELP for help. Reply STOP to opt out.
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### Help message response
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Message senders are required to respond to messages containing the HELP keyword with the program name and further information about how to contact the message sender.
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In this field, you're required to provide a sample of the response message that is sent to the customer upon receiving the HELP keyword.
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**Example:** Contoso Appointment reminders: Get help at [email protected] or 1-800 123 4567.Msg&Data Rates May Apply. Txt HELP for help. Txt STOP to opt out.
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### Opt-out message
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Message senders are required to have mechanisms for customers to opt out of the program. You need to respond to customer messages containing the STOP keyword with the program name and confirmation that they won't receive any more messages.
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In this field, you're required to provide a sample of the response message that is sent to the customer upon receiving the STOP keyword.
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See our [guide on opt-outs](./sms-faq.md#opt-out-handling) to learn about how Azure Communication Services handles opt-outs.
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### Example messages
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Message senders are required to disclose all the types/categories of messages with samples that will be sent over the short code.
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In this field, you're required to provide a sample message for each content type you intend on using the short code for.
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#### Example flow:
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-**Contoso**: Contoso: Your reservation has been confirmed for 30th February 2022. Txt R to reschedule. Txt HELP or STOP. Msg&Data rates may apply.
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-**Contoso**: Contoso: Your reservation is confirmed for 30th February 2022. Txt R to reschedule. Txt HELP or STOP. Msg&Data rates may apply.
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-**User**: R
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-**Contoso**: Reply with date (MMDDYY) when you would like to reschedule.
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-**User**: 030322
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## Related articles
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-Familiarize yourself with the [SMS SDK](../sms/sdk-features.md)
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-See the [SMS SDK overview](../sms/sdk-features.md).
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