Legislation was passed in 2023 requiring all businesses using SMS to communicate with customers to register their phone lines for A2P 10DLC in an effort to reduce the number of spam messages that people were receiving. Regardless of your SMS provider, you’ll need to complete the A2P 10DLC registration.
What is A2P 10DLC?
According to Twilio, “A2P 10DLC refers to a system in the United States that allows businesses to send Application-to-Person (A2P) type messaging via standard 10-digit long code (10DLC) phone numbers. Carriers in the US consider all Twilio traffic to be A2P. Carriers’ A2P 10DLC offerings provide better delivery quality and lower filtering risk than long code SMS of the past, using the same phone numbers” (Twilio: What is A2P 10DLC).
- Toll Free Number Verification: if you send more than 2k messages per day or regularly work with Canadian numbers this should be done.
What Does the Registration Process Look Like?
Whether you’re a brand new Twilio user or an existing one, the process will look relatively the same. New users will need to complete onboarding (setting up your profile, payment, etc.). You can also find the steps to register on Twilio’s website: How Do I Register for A2P 10DLC?
- Register your Brand
- Register a Campaign
- Assign a Number to a Campaign
Registration Fees
Fees will be increasing August 1, 2025. You can find the most updated pricing and fees for A2P 10DLC here: Twilio Pricing and Fees
How to Register Your Brand
Before you can complete registration for your phone line, you'll need to register your brand. Registering your brand simply means registering your Property Management Company as an entity that will use SMS for business.
To register your brand, you’ll first need to log in to your Twilio account and have access to your console.
- On the left, expand Messaging.
- Click on Regulatory Compliance.
- Click on Brands.
- Click + Register a Brand.
If you’re struggling to determine your brand type, Twilio has a decision chart to help you out: Determine Your Brand Type.
Once your brand is registered, you can register your campaign.
How to Register a Campaign
The next step is registering a campaign. Each phone number that you use in Aptly will need its own campaign. There are several campaign types, and it is important to understand which one you will be using. For the most part, you’ll be using your Twilio line in Aptly to communicate messages to your Leads, Residents, Owners, and Vendors.
To access your campaigns, open up the Messaging Menu on the left.
- Click on Regulatory Compliance.
- Click on Campaigns.
- Click + Register a Campaign
As you’re completing your campaign form, there are several questions you’ll need to answer. For a guideline on how to complete the fields, you can use this article: A2P 10DLC Campaign Approval Requirements
Campaign Approval Requirements and Best Practices
Campaign Field | Description | Requirements | Best Practice (Customer Care) | Best Practice Example (Renter Leads Purpose) |
Message Flow | Primary purpose of the Message Flow (call to action) and required disclosures to ensure the end user consents to receive text messages and understands the nature of the program. Message flow must be accessible by a 3rd party reviewer so it can be verified. |
• Program or product description
• Telephone number(s) from which messaging will originate
• Identity of the organization or individual being represented in the initial message
• Clear and comprehensive language about opt-in and any associated fees or charges
• Compliant privacy policy
• Other applicable terms and conditions (e.g., how to opt-out, customer care contact information)
Explain if the Call to Action is behind a login, not yet published publicly, is verbal, on paper. Provide a screenshot of the Call to Action in such cases. Host the screen shot on a publicly accessible website (like OneDrive or Google Drive) and provide the URL in this field. Please indicate if disclosures are provided to end user in any language other than English and provide a translated copy in the Message Flow for verification. | New Resident Message Flow:
1. Opt In (Application Terms and Conditions)
Content Disclosure:
☑️ I agree to receive text messages about rent reminders, maintenance updates, and communit notices. Msg & data rates may apply. Reply STOP to unsubscribe.
2. Ongoing Communication for Rent Reminders, Maintanence Updates, Community Alerts, Weather Notifications. | Renter Leads Message Flow:
1. Opt In (Scheduling a Tour or Request for Information)
In the form: Include a checkbox for consent.
☑️ I agree to receive text updates about available units and tours. Msg & data rates may apply. Reply STOP to unsubscribe. Privacy Policy (linked)
Call to Action Example:
”Enter your phone number to receive text updates and schedule your tour!”
Include link to form (New Card Link)
|
Campaign Description | Provide a clear and comprehensive overview of the campaigns objectives and interactions the customer will experience after opting in. | Be as descriptive as possible to share what the main purpose of the campaign will be for. | This campaign sends reminders to new owners to set up their account and activate their portal. We also send messages to existing tenants alerting them of severe weather alerts, past rent payments and/or lease renewals. Lastly we will send text messages to prospective renters with lockbox codes to self tour apartments. Messages will be sent directly from Property Managers so each campaign will be similar per phone number. | This campaign sends messages to prospective renters with reminders about scheduled tours, to gather interest, and share information about available units. We will also send messages with lockbox codes and instructions to self tour our rental properties. |
Terms and Conditions | Provide publicly accessible terms of service | Terms of service that covers minimum requirements from carriers is found in this Twilio article. | [Company Name] Communication Terms and Conditions
1. As a resident, messages will include rent reminders, maintenance updates, and any communication related to their unit or renting with our company.
2. You can cancel the SMS Service at any time. Just text “STOP” to the short code or reply to any message with “STOP.” 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 messges to you again.
3. 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 [insert company email or phone number].
4. Carriers are not liable for delayed or undelivered messages.
5. As always, message and data rates may apply for any messages sent to you from us and to us from you. You will receive [message frequency]. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.
6. If you have any questions regarding privacy, please read our privacy policy: [link to privacy policy]. | [Company Name] Communication Terms and Conditions
1. Customers can expect to receive messages related to available and upcoming rental properties in order to schedule tours and apply for the property. Information will be around application terms, available units, and scheduled tours. Once a resident, messages will adjust to include rent reminders, maintenance updates, and any communication related to their unit or renting with our company.
2. You can cancel the SMS Service at any time. Just text “STOP” to the short code or reply to any message with “STOP.” 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 messges to you again.
3. 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 [insert company email or phone number].
4. Carriers are not liable for delayed or undelivered messages.
5. As always, message and data rates may apply for any messages sent to you from us and to us from you. You will receive [message frequency]. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.
6. If you have any questions regarding privacy, please read our privacy policy: [link to privacy policy]. |
Opt-in Message Confirmation | Required for all opt-in methods | Confirmation message must be delivered immediately after the Consumer opts into the program.
Message must contain:
• Program and product description
• Customer care contact information
• Opt-out instructions
• Product quantity or recurring messages program disclosure
• “Messages and data rates may apply” disclosure
| (Aptly option: Once a new tenant completes their lease agreement, an automation can send an SMS to confirm.)
You’re now subscribed to text updates from [Company Name]. Get alerts about rent, maintenance, and community news. Contact us at any time at [company email]. Msg & data rates may apply. Reply STOP to opt out. | (Aptly option: Once a renter submits the qualification form, a text can be sent IF the check box is checked with the following message)
Thanks for your interest in a property with [Company Name]! A leasing agent will contact you shortly. You can also reach us at [contact details]. Msg & data rates may apply. Reply STOP to Opt Out. |
Sample Messages | Provide message examples (5) highlighting use case | • Identify message sender (brand)
• Indicate templated fields with brackets
• Include opt-out language in at least 1 sample message | 1. Hi {owner_name}}, welcome to [company name]! Just a quick reminder to activate your owner portal so we can start managing your property smoothly. Please provide the onboarding info for your property if you haven't done so already. Reply stop to opt out.
2. Hi {{resident_name}}, this is [Company Name] with a reminder that your rent payment is now past due. If we do not receive payment promptly, we may have to begin eviction proceedings. Please contact us immediately at [contact info]. Reply STOP to opt out.
3. Hi {{resident_names}}, [Company Name] with a quick reminder that your lease is up for renewal soon. We'd love to have you stay! Please check your email for your renewal offer. If we don't hear back from you in 7 days your lease will convert to month to month. Reply STOP to opt out.
4. Hi {{resident_name}}, a freeze alert has been issued for our area. Please make sure to wrap any exposed pipes, leave faucets dripping, and keep cabinet doors open to help prevent freezing. Stay warm and take care! [Company Name] Reply STOP to opt out.
5. Hi {{prospect_name}}, Your temporary code is 12345. This will provide you access to
{{Building Address}}. This code will expire in 20 minutes. Do not hesitate calling this number if you have any difficulties accessing the property. [Company Name] Reply STOP to opt out. | 1. Hi {prospect_name}, {agent_name} with [Company Name], would you like to schedule a tour next week to view {interested property}? Reply STOP to Opt Out
2. Hello {prospect_name}, {agent_name} with [Company Name], we see that you really enjoyed {interested property}. Want to apply?
3. Hi it's {agent_name} from [Company Name]. Reaching out about your home search. Our available rentals change daily. Let me know if we can chat or set up a tour for you.
4. Hi {{prospect_name}}! Thank you for your interest in {{Preferred Rental}. Check your inbox for a link with more info but feel free to communicate with us over SMS too. Reply STOP to unsubscribe from receiving messages.
5. Hi there, [Company Name] reaching out one more time in case you are still interested in {{Preferred Rental}}. Let me know if you are still looking for a home and I can recommend a few. If you are no longer looking, please let me know so I can update our records? Thanks! |
How to Assign a Phone Number to a Campaign
Once your campaign has been approved, you’ll need to assign the campaign to a phone number.
To configure your phone number, click on Phone Numbers from the Twilio Console.
- Click on Manage > Active Numbers.
- Click on your phone number in the table.
- Scroll down to Messaging Service and select the messaging service linked to your campaign.
- Click Save Configuration.
Your phone line is now completely registered for A2P 10DLC. You can now text your customers and set up automations to send SMS messages!
Frequently Asked Questions
How do I know where I am in the process?
In the Messaging menu, expand Regulatory Compliance. Then, click Onboarding. You’ll see a checklist of all items you need to complete your A2P 10DLC
How can I check the status of my Campaign?
You can check the status of your campaign by going to Messaging > Regulatory Compliance > Campaigns.
How can I check if my phone number is registered?
- From the console, click on Phone Numbers on the left.
- Click Manage > Active Numbers.
- In the blue notification bar, click Request CSV Report with your number status.
- A new window will pop up. Click Generate a new Report.
- The report will be emailed to your email address on file.
My Campaign was rejected, now what?
Twilio has a great article explaining your next steps and how to resolve: Why was my Campaign rejected?
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