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How to prevent rejections in TCR Campaign Requests

  • Updated

Receiving a TCR rejection indicates that some elements of your submission require adjustments. However, it also represents a valuable opportunity to review and improve your request before resubmitting it. It is essential to take the time for this step to ensure that your submission meets TCR standards, which is crucial for avoiding further delays in the approval of your campaign.

Required information for Brand Registration

TCR requires a substantial amount of information during the campaign registration process. The absence of certain details could lead to a rejection or delay in approval. The fields to be completed (at a minimum) are as follows:

  • Legal name of the business

  • Brand support email address

  • Brand support phone number

  • Brand website

  • Employer Identification Number (EIN)

  • Campaign description (Content attributes, Prohibited content (SHAFT-C))

  • Sample message (with unsubscribe message)

  • Call to Action (CTA) field when campaign registration (TCR) requires it

Best practices to avoid campaign rejection

✅

❌
Follow the guidelines outlined in this article. Non-compliance will result in campaign rejection.
Provide complete information and ensure that content attributes are accurate before sharing the campaign with your Direct Connection Provider (DCA).
Include unsubscribe and opt-in language (if applicable). When the phone number is obtained via a website, the brand must display its privacy policy and terms of use.

 

Including a website that does not function.
Providing content attributes that do not match other filled fields in TCR (phone number or embedded link, debt reduction program).
Using example messages or a campaign description that are not consistent with each other. Sample messages must align with the website and/or brand.
Registering charities or sole proprietorships to send political messages.

Best practices for Brand Registration

💡 Standard requirements

  • Clearly identify the brand as the sender: the EIN and business information must reflect the message sender.
  • Website: an online presence is necessary, including on social media. Opt-in and opt-out information must be clearly displayed.
  • Phone number and email: this information must use the brand's domain, and the phone number must be accessible on the company’s website or social media.
  • Comply with other requirements set by TCR to be recognized as a verified brand.
  • External validation is required only if you need a higher throughput than allowed by your brand.
  • We cannot support sharing consumer information with third parties.

Best practices for Campaign Registration

Recommendations applicable to all campaigns

1. Content Attributes

  • Ensure that content attributes are correct when setting up your campaign. These fields cannot be modified after submission, so you will need to submit a new campaign if necessary.

  • Example: If you select "no" in the "embedded link" section but the sample message clearly shows links, you will need to resubmit your campaign selecting "yes" for the embedded link.

2. Prohibited Content (SHAFT-C)

  • The following types of content are not allowed on 10DLC: Sex, Hate, Alcohol, Firearms, Tobacco (including cannabis, CBD, etc.).

  • Note: This content must not appear on the client’s website. For example, a chiropractic clinic offering CBD oils on its site will have its campaign rejected, even if it is not directly related to CBD marketing.

3. Campaign Description

The description must clearly indicate the overall purpose of the messages. It must answer the following questions:

  • Who are you?

  • Who do you wish to reach?

  • Why are you sending messages?

✅ Positive Example: Messages intended for customers of a car dealership for appointment reminders, repair updates, satisfaction follow-ups, online bill payments, and two-way exchanges.
❌ Negative Example: Messages are used for our team to communicate with our customers and partners. 

Why is this bad? It neither specifies who you are nor what you want to communicate. 

4. Call to Action / Message Flow

As of November 17, 2022, a clear and visible description of how an end user opts in to receive messages is required. The opt-in must be individual, not shared with third parties, and cannot be implied or hidden in terms and conditions.

💡 Opt-in Examples:

  • Entering a phone number via a website: Customers opt in by visiting www.examplewebsite.com and adding their phone number, then checking a box to agree to receive text messages.

  • Clicking a button on a mobile web page.

  • Sending a message from a mobile device containing a keyword.

Example: Consumers subscribe by sending the message "START" to (111) 222-3333.

🚨 Important

The response must include the brand name, confirmation of enrollment in a recurring messaging campaign, help information, and a clear description of how to opt out.

  • Signing up at a retail location or other on-site location of the sender.

  • Signing up by phone via Interactive Voice Response (IVR) technology.

Example: "Ringover: You are now signed up for our platform notifications. For assistance, reply HELP. To unsubscribe, reply "STOP.""


5. Sample Messages

You must provide unique message examples so we can visualize what the interaction would look like. These examples should align with the overall purpose of the campaign. It’s best for the messages to identify the sender (brand name or sender) rather than being generic. Avoid vague descriptions, and ensure at least one sample message includes an opt-out option.

 

Positive Examples: 

  1. "Hello Jean, this is a reminder for your appointment at Jean's dealership on April 2, 2021, at 10:00 AM! Please reply YES to confirm your attendance or NO to reschedule. Thank you!"
     

  2. "Hi {FirstName}! I'm Jean from Ringover. We would love to invite you to visit our booth at the upcoming Conference, happening both virtually and in person from November 9 to 13! Tickets are already available! There will be panels on voice, messaging, and 911. Register at Ringover | Make your work life easier with Ringover. Will we see you at the conference this year?"
     

  3. "Hello Jean, this is a reminder for your appointment at the car dealership Jean on April 2, 2021, at 10:00 AM! Please reply YES to confirm your attendance, or NO if you can't make it. Let us know when you would like to reschedule your appointment. Thank you!"

Negative Examples: 

  1. "Thank you for leaving a review on Google Business. We would like to know more about your experience. I will contact you soon."

  2. "I have received your question. I will reply as soon as possible."

 

6. Unsubscribe Message

Acceptable language: 

  • "End," "stop," "unsubscribe," "detener" (in Spanish), and "Arrêt" (in French). All these terms must be separated by spaces.
     

  • Example: "[Company Name:] You have an appointment for Tuesday at 3:00 PM, reply YES to confirm, NO to reschedule. Reply END to unsubscribe."

 Unacceptable language: 

  • "FinÀlaFin."
  • Example: "Luke's Pizzeria: Use discount code CHEESE to get 10% off your online order. FinÀlaFin."
  • Why is this bad? The words must be separated by spaces.

🎉 You are now well-informed on how to avoid rejections in your TCR campaign submissions!