To maintain compliance with carrier and industry SMS policies and prevent potential disruption of service by using automated tools such as Workflow Builder , it is critical to ensure you have a properly registered campaign and have taken steps to obtain consent prior to sending any SMS messages. This includes:
- Ensuring your SMS use case is not prohibited by RingCentral, carrier, or industry policies
- Properly obtain consent prior to messaging recipients, which includes disclosing what type of messages (including automated messages) they may receive. This includes updating all web forms that request a phone number to include optional SMS opt-in/ consent language.
- Updating your Privacy Policy, Terms of Service, or equivalent to disclose that you may send automated messages (and the types of messages that may be sent - such as appointment reminders)
- Ensure your Privacy Policy, Term of Service, or equivalent also contain details on the frequency messages will be sent, a disclaimer that data and message rates may apply, and instructions on how to obtain help and how to opt-out.
- Registering a SMS campaign type (or combination of types) that supports the use of automated messaging
- Providing clear examples of messages that may be automated in your SMS registration application
- Assign the numbers that will be used for automated messages to a campaign approved for automated messaging
- Include your business name and provide clear opt-out instructions (eg Reply STOP to opt out) in all automated communications
Step-by-Step Guide to SMS Setup and TCR Registration
The following steps will guide you through registering your long-code phone numbers for use with Workflow Builder. If you would like to use a toll-free number, please register that number using our Toll Free SMS Registration form.
Step 1: Navigate to "Setup SMS" in RingCentral’s Admin Portal
Log in to your RingCentral Admin Portal and locate the "Setup SMS" section under “Phone System” > “Business SMS.” This is the starting point for configuring SMS and initiating TCR registration.
Step 2: Review TCR Registration Resources
Before beginning the registration process, take the time to watch the instructional video and read available documentation on SMS registration. The SMS registration process requires detailed and accurate information, and insufficient details can lead to delays. Ensure you understand the requirements before proceeding.
Step 3: Start the Registration Process
Once prepared, click the "Get started" button to begin your SMS registration.
Step 4: Define Your SMS Use Cases
In the "SMS message details" section of the SMS registration application, select up to 5 use cases that best represent how you will be using SMS.
Remember, conversational use cases (Conversations options) do not allow you to use automated, repetitive, list based, or marketing messaging. However, other use cases such as “Customer Care” or “Account notifications” will allow you to send automated messages, while also engaging in conversational messaging. Marketing or promotional messages may only be sent if the marketing use case is included in your registration
Step 5: Describe how you are using SMS for each use case selected
For each use case selected clearly communicate:
- How you are using SMS for that use case
- What types of messages you may send (account notifications, appointment reminders, out of office replies, etc)
Step 6: Provide sample messages
As part of the registration process you are required to provide a minimum of three (3) sample messages, but no more than five (5). It is important to provide a sample message for each of the use cases selected (for example, if you selected marketing and customer care, you would need to include at least one message sample for each, and then a third message sample from either use case).
Your sample messages must also include:
- Your business name (should match your Brand/ DBA name)
- Opt out language (eg “Reply STOP to opt out”)
If you will be regularly using a phone number or website in your SMS messages, you should also include your most common website or phone number in the message samples.
Step 7: Complete and Submit Your Application
Carefully fill out the remainder of the SMS registration form with accurate and complete information. If you encounter any issues or have questions, reach out to the RingCentral support team for assistance.
Once your application has been approved (as a reminder registrations are vetted by a third party and not by RingCentral, and timelines/ approval is at their discretion), your numbers will be enabled for SMS and you may now use these phone numbers for automated messaging. If you need to assign numbers to your approved campaign (SMS registration), you may do so by clicking the three dots on the right of your registration and selecting “Manage numbers.”
