For those looking to make large messaging campaigns, Telnyx supports messaging on toll free numbers. SMS is currently supported however MMS is still a work in progress. Toll free messaging is only supported towards US/CAN destinations at this time. This article details valid use cases, best practices and the verification process

It's important to note that the messaging portion of a toll free number will not be instantly provisioned. This applies to ported in toll free numbers as well.

Toll Free Messaging Use Case Registration Information

To get started with toll free messaging it's necessary to first have your use case approved. It's recommended that you submit your use case via this google form.

Within that form you'll be asked to clarify your use case and provide information such as:

  • The toll free number being used for the campaign

  • A summary of the use case

  • The Opt-in process

  • Message Examples

  • Terms URL

  • Privacy Policy

Please note it can take 5-7 business days for the use case to be approved and unfortunately only one unique use case can be associated with one toll free number. i.e multiple toll free numbers can not send the same messaging content as this is considered an industry bad practice, where there is a higher chance of such numbers becoming spam blocked.

When sending toll free sms it's important to have an appropriate use case and adhere to best practices. Violation of best practice principals could result in:

  • Blocking of individual messages

  • Blocking of phone numbers

  • Repeated violation may result in account termination or blocking

The Following are examples of content and behaviors that are not permitted using on the Telnyx Toll Free SMS service.

Inappropriate Use Cases

Messages found to be associated with the following content may be blocked regardless of opt-in status.

  1. Social Marketing

  2. Collections

  3. Financial services whether account notifications, marketing, collections or billing for:

    • High-risk/subprime lending/credit card companies

    • Auto loans

    • Mortgages

    • Payday loans

    • Short-term loans

    • Student loans

    • Debt consolidation/reduction/forgiveness

  4. Insurance

    • Car Insurance

    • Health Insurance

  5. Gambling, Casino, and Bingo

  6. Gift cards

  7. Sweepstake's

  8. Free prizes

  9. Investment opportunities

  10. Lead generation

  11. Recruiting

  12. Commission programs

  13. Credit repair

  14. Tax relief

  15. Illicit or illegal substances (including Cannabis)

  16. Work from home

  17. Get rich quick

  18. UGGS and RayBan campaigns

  19. Phishing

  20. Fraud or scams

  21. Cannabis

  22. Deceptive marketing

  23. SHAFT: Sex, Hate, Alcohol, Firearms or Tobacco

The following practices should also be avoided to ensure high deliverability rates for toll free messaging campaigns:

  • High Frequency Messages


    Senders should also avoid sending a high frequency of messages to subscribers. Senders may not send more than 10 messages to a recipient in any 24 hour period unless the following conditions are met:

    1. The recipient has engaged in two-way communication over SMS such as for a chat feature.

    2. The customer has explicitly opted in to receiving frequent messages.

  • Spoofing

    Senders may not represent or identify themselves as another individual or business in any way. More specifically, you may not use the message body or the phone number in a way that would lead the recipient to believe you are another individual or business.

  • Engaging in Fraud or Phishing For Information

    Sending messages with fraudulent information or phishing to get confidential information from a recipient is explicitly prohibited.

Valid Use Cases for Toll Free Messages

Some examples of acceptable use cases for Toll Free Messages are as follows:

  • 2FA

  • Account Notification

  • Customer Care

  • Delivery Notification

  • Fraud Alert Messaging

  • Higher Education

  • Low Volume Mixed

  • Marketing

  • Mixed

  • Polling and Voting

  • Public Service Announcements

Toll Free Messaging Best Practices

Before sending out messages it's important to obtain consent from receivers this means having a clear call-to-action. A call to action should ensure that receiver are aware of:

  • The program or product description;

  • The phone number(s) or short code(s) from which messaging will originate;

  • The specific identity of the organisation or individual being represented in the initial message;

  • Clear and conspicuous language about opt-in and any associated fees or charges; and

  • Other applicable terms and conditions (e.g., how to opt-out, customer care contact information

  • and any applicable privacy policy)

Additionally a clear opt-in mechanism is necessary to prevent unwanted messages to receivers. Receivers may also choose to unsubscribe from future messages by sending stop words such as STOP or UNSUBSCRIBE. Senders have up to 24 hours to remove the recipient from the list.

Specification for Message Content Length

  • UCS-2 (16 bit) = 70 character maximum. For longer multi-part messages, a user data header (UDH) is added to the message to instruct the receiving device on how to reassemble the message, resulting in a maximum of 67 characters for the body of the message.

  • Latin1 (8 bit) = 140 character maximum. For longer multi-part messages, a user data header (UDH) is added to the message to instruct the receiving device on how to reassemble the message, resulting in a maximum of 134 characters for the body of the message.

  • GSM7 (7 bit) = 160 character maximum. For longer multi-part messages, a user data header (UDH) is added to the message to instruct the receiving device on how to reassemble the message, resulting in a maximum of 153 characters for the body of the message. Any message segment which has been broken up from a single message due to length will be treated as a single message as will messages to multiple recipients

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