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TCR Best Practices Resource

Forum|Forum|2 years ago
July 18, 2024
21 replies
2482 views

We know TCR can be difficult to navigate, but our TCR team pulled together this TCR best practices deck and we're sharing it here to make sure you have support at your finger tips.

TCR SMS - Customer Best Practices

Should you have any questions or need further clarification, please don't hesitate to drop a comment below! 👇

sms and text messaging

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GeekyGarden

New Participant

I’m on my 3rd attempt for conversational messages. Here’s what I got this morning.

********

Unfortunately, your Conversational Messages SMS registration was not approved by TCR for the following reason(s):

-Campaign Attributes do not match website and/or sample message content. [More detail would be helpful.]
-Three (3) Unique Sample SMS Required. [I did that.]

Once you have corrected the above issues with your registration, please resubmit your SMS application in your online account. Resubmissions may incur additional application fees and may take up to 20 business days for approval.

********

Personally, due to an utter lack of support or documentation for this, I think RC should eat the additional application fees. They’re really dropping the ball on this.

Hey, we know this isn’t easy and the Community Team wants to help.
@Mary-Community_Moderator Can you make sure someone reaches out to @GeekyGarden directly to talk this through?

Certainly! I’ll forward your concern and make sure that someone gets in touch with you, @GeekyGarden.

That hasn’t happened so far. My latest TCR application was submitted at the end of August and is still under review. We are 100% using it for conversational messages and services like 2FA for employees that don’t have company cell phones. Our account renews in January. Considering that our current system took a couple months to build, I’m going to have to make a decision soon about continuing with RC or switching to another provider.

Mary-Community_ModeratorAuthor

Community Manager

I’m on my 3rd attempt for conversational messages. Here’s what I got this morning.

********

Unfortunately, your Conversational Messages SMS registration was not approved by TCR for the following reason(s):

-Campaign Attributes do not match website and/or sample message content. [More detail would be helpful.]
-Three (3) Unique Sample SMS Required. [I did that.]

Once you have corrected the above issues with your registration, please resubmit your SMS application in your online account. Resubmissions may incur additional application fees and may take up to 20 business days for approval.

********

Personally, due to an utter lack of support or documentation for this, I think RC should eat the additional application fees. They’re really dropping the ball on this.

Hey, we know this isn’t easy and the Community Team wants to help.
@Mary-Community_Moderator Can you make sure someone reaches out to @GeekyGarden directly to talk this through?

Certainly! I’ll forward your concern and make sure that someone gets in touch with you, @GeekyGarden.

That hasn’t happened so far. My latest TCR application was submitted at the end of August and is still under review. We are 100% using it for conversational messages and services like 2FA for employees that don’t have company cell phones. Our account renews in January. Considering that our current system took a couple months to build, I’m going to have to make a decision soon about continuing with RC or switching to another provider.

Hello @GeekyGarden, it's frustrating to learn that no one contacted you after I escalated your concern. I will investigate further and ensure that this matter is properly addressed.

I

itservicesvps

New Participant

I am in the same situation; having submitted the form several times after tweaking the text in the boxes, out of intuition mostly because the references are so ambiguous.

Did you ever get to the right person to resolve this? Please help, Ring Central!

My current error:

Unfortunately, your SMS TCR registration was rejected for the following reason(s):

Opt-Out language missing from sample messages
SMS Opt-in Box may not be prechecked or mandatory

Registration requires strict adherence to carrier SMS policies, as well as detailed information using SMS, and how you are obtaining consent.

Please check your registration, make the corrections, and resubmit.

4 failed approvals, 15 emails to our website provider to make requested changes to our website, 3 phone calls, and countless hours of me trying to figure out what Ringcentral really wants…. All to no avail.

At this point I can only assume that there is no way to get approved….

Issues listed so far….

Opt-Out language missing from sample messages
Opt-In language on website needs to be specific to SMS and not included with other forms of communication (voice, email, etc.).
SMS Opt-in Box may not be prechecked or mandatory
Compliant privacy policy is required on website.

Newest denial :

Opt-In language on website needs to be specific to SMS and not included with other forms of communication (voice, email, etc.).
- Examples of opt-in language on our site:
  - By filling out and submitting this form, you agree to receive text messages from Property Management Inc. related to your inquiry. Message & data rates may apply.

After this exact phrasing in an earlier denial I got suggestions from Ringcentral on what change I should make. How is this not specific to sms and not included with other forms of communication?! I even removed all other forms of communication from our opt in language and it only covers SMS. How much more specific can I get than to remove all other forms of communication in our opt-in language?

Hi @Thomasd I will personally arrange for a knowledgeable and experienced Support to assist you with your TCR-related issues. They will contact you directly to schedule a convenient time for a detailed discussion of your concerns and to offer tailored solutions. Please rest assured that we take your TCR concerns seriously and are committed to resolving them promptly and effectively.

Mary-Community_ModeratorAuthor

Community Manager

Hi @itservicesvps I will ensure that an experienced support specialist reaches out to assist you with your TCR-related issues.

H

hsevak-1

New Participant

I have been working with RingCentral for many years and recommended my friend to use RingCentral for his new business. Now he is running into these same TCR issues as everyone else. Can someone at RingCentral provide sample approved TCR registration for solely texting your existing clients? Not for advertising?

Mary-Community_ModeratorAuthor

Community Manager

I have been working with RingCentral for many years and recommended my friend to use RingCentral for his new business. Now he is running into these same TCR issues as everyone else. Can someone at RingCentral provide sample approved TCR registration for solely texting your existing clients? Not for advertising?

Hello @hsevak-1, we sent you an email for assistance. Looking forward for your response!

S

Susan2153262010

The First Step

Hi Mary,

I could use some help with several of my registrations that I have been trying to get approved since June 2024. I am so frustrated with TCR support that I’ve had to hang up on them several times since I was losing my patience. They tend to not listen to what you are saying and just keep talking over you which is not productive. Each time I call in I do whatever I am told, they tell me it looks good and then they fail. The latest failing is due to 602 error code but am being told it is due to not having a privacy policy hyperlink in the consent checkbox. The box refers the user to clink on the link below which is under the checkbox form. The way the checkbox area is designed the website vendor stated they could not include a hyperlink.

Any help would be appreciated.

Thank you

Mary-Community_ModeratorAuthor

Community Manager

Hi Mary,

I could use some help with several of my registrations that I have been trying to get approved since June 2024. I am so frustrated with TCR support that I’ve had to hang up on them several times since I was losing my patience. They tend to not listen to what you are saying and just keep talking over you which is not productive. Each time I call in I do whatever I am told, they tell me it looks good and then they fail. The latest failing is due to 602 error code but am being told it is due to not having a privacy policy hyperlink in the consent checkbox. The box refers the user to clink on the link below which is under the checkbox form. The way the checkbox area is designed the website vendor stated they could not include a hyperlink.

Any help would be appreciated.

Thank you

Hello Susan,

Please send us a direct message with your contact details, including the best time to reach you. I'll arrange for someone to call you and provide better assistance.

T

Tanya1476571021

The First Step

Hey Mary,

We are also on our wit’s end with the TCR Registration process, its ridiculous. We have been trying for the last 6 months across 3 different campaigns in order to get SMS support for our tax/insurance business. In the last application, we have provided everything that the support team has requested:

official business name
functioning website that has a legal approved SMS policy
privacy policy
example suggestions

Every other detail was filled out by the RingCentral wizard, and ITS STILL GETTING REJECTED! Here’s the last message:

DCA2 declined sharing request for campaign CYGQ3C6. Explanation: Unable to verify, needs compliant and accurate CTA information. Update with specific path for mobile opt-in, HELP instructions, STOP instructions, message frequency disclosure, "message and data rates may apply" disclosure and link to the message program privacy policy, or language referring to the privacy policy. (806)

HOW IN THE WORLD ARE WE GETTING REJECTED ABOUT CTA INFORMATION THAT RINGCENTRAL IS AUTOFILLING IN ITS OWN APPLICATION?

Mary-Community_ModeratorAuthor

Community Manager

Hey Mary,

We are also on our wit’s end with the TCR Registration process, its ridiculous. We have been trying for the last 6 months across 3 different campaigns in order to get SMS support for our tax/insurance business. In the last application, we have provided everything that the support team has requested:

official business name
functioning website that has a legal approved SMS policy
privacy policy
example suggestions

Every other detail was filled out by the RingCentral wizard, and ITS STILL GETTING REJECTED! Here’s the last message:

DCA2 declined sharing request for campaign CYGQ3C6. Explanation: Unable to verify, needs compliant and accurate CTA information. Update with specific path for mobile opt-in, HELP instructions, STOP instructions, message frequency disclosure, "message and data rates may apply" disclosure and link to the message program privacy policy, or language referring to the privacy policy. (806)

HOW IN THE WORLD ARE WE GETTING REJECTED ABOUT CTA INFORMATION THAT RINGCENTRAL IS AUTOFILLING IN ITS OWN APPLICATION?

Hi @Tanya1476571021,

I understand how challenging this process can be! Can you send me a DM with the details below? I’ll have someone from our TCR Team reach out to assist.

Contact Name:
Email Address:
Preferred Callback Number & Time Zone:

Looking forward to helping get this sorted!

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