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Result: 98% inbox placement, 34% open rate, full download tracking ``` **Technical Considerations** **Email Size Limits Without Attachments** - **Gmail**: 25MB total, but flags anything over 102KB - **Outlook**: 20MB limit, warns at 10MB - **Yahoo**: 25MB limit, filters large emails aggressively - **Corporate**: Often 10MB or less, with attachment stripping **With SendSquared's Approach** - Average campaign email: 15-50KB - Fast delivery and rendering - No size-based filtering - Consistent cross-platform experience **Industry Statistics on Attachments** Research from major email service providers shows: - **Spam Classification**: Emails with PDF attachments are 5.6x more likely to be marked as spam - **Open Rates**: Campaigns without attachments have 23% higher open rates - **Click Rates**: Link-based resources get 42% more clicks than attachment downloads - **Mobile Impact**: 68% of mobile users won't download email attachments - **Security Concerns**: 91% of cyber attacks start with email attachments **FAQ About Email Attachments** **Q: But my competitors send PDFs in their email campaigns. Why can't I?** A: They're likely experiencing poor deliverability. Track their emails - you'll often find them in spam folders. Just because it's possible doesn't mean it's effective. **Q: What if my PDF is very small (under 100KB)?** A: Size isn't the primary issue - it's the presence of an attachment in bulk email that triggers filters. **Q: Can I send PDFs to a small list of 50 people?** A: Even small bulk sends with attachments risk spam classification. Use individual emails or hosted links instead. **Q: How do I track engagement without attachments?** A: Link tracking provides better analytics than attachments ever could, including download time, location, and repeat access. **Q: What about sending invoices or statements?** A: Transactional emails (invoices, statements) should be sent individually through your billing system or as one-to-one emails, not marketing campaigns. ## Best Practices for Email Campaigns **Timing Your Campaigns** - Consider your audience's time zone when scheduling - Business emails typically perform better on weekdays during business hours - Test different send times to find what works best for your audience **Subject Lines** - Keep subject lines under 50 characters - Avoid spam trigger words ("Free," "Act Now," excessive punctuation) - Create a sense of value or urgency - Consider personalizing with recipient's name or location **Campaign Testing** - Send test emails to yourself before scheduling - Preview your email on both desktop and mobile devices - Check all links to ensure they work properly - Verify that personalization tokens resolve correctly **Follow-Up** - Plan for follow-up campaigns based on engagement - Consider sending a targeted follow-up to non-openers - Analyze performance metrics to improve future campaigns ## Common Mistakes to Avoid **Before Sending** - ❌ **Not testing on mobile devices** - Over 50% of emails are opened on mobile - ❌ **Forgetting to proofread** - Typos damage credibility - ❌ **Missing unsubscribe link** - Required by law (CAN-SPAM, GDPR) - ❌ **Using purchased email lists** - High bounce rates, spam complaints - ❌ **Ignoring time zones** - Sending at 3 AM local time **Content Mistakes** - ❌ **Image-only emails** - Many email clients block images by default - ❌ **Broken links** - Always test every link before sending - ❌ **Generic messaging** - Personalize content for better engagement - ❌ **Too many CTAs** - Focus on one primary action - ❌ **Misleading subject lines** - Damages trust and increases unsubscribes **Technical Mistakes** - ❌ **Not authenticating domain** - Poor deliverability without SPF/DKIM - ❌ **Sending to entire list at once** - Segment for better results - ❌ **Ignoring bounces** - Clean your list regularly - ❌ **Not tracking results** - Can't improve what you don't measure - ❌ **Same sender name always** - Test personal vs. company names ## Quick Campaign Checklist Before hitting send, verify: - [ ] Subject line is compelling and under 50 characters - [ ] Preview text complements the subject line - [ ] All links tested and working - [ ] Images have alt text - [ ] Mobile preview looks good - [ ] Personalization tokens tested - [ ] Unsubscribe link present - [ ] Sending time is optimal for recipients - [ ] Target segment is correct - [ ] Test email sent to team - [ ] Grammar and spelling checked - [ ] Call-to-action is clear - [ ] From name and email are recognizable - [ ] Reply-to address is monitored --- ### Common Campaign Error Codes Understanding and resolving common error codes when sending campaigns URL: /docs/campaigns/common-error-codes Tags: campaigns, errors, troubleshooting, email, sms, postcard, debugging # Common Campaign Error Codes When sending email campaigns, you may occasionally encounter error messages. This guide explains the most common campaign errors, their causes, and how to resolve them. ## Contact-Related Errors ### No Contacts to Process **Error Message:** "Campaign has no contacts to process for any of its groups" **Cause:** This error occurs when you've created a campaign but the selected groups contain no valid contacts who can receive your message. **Resolution:** 1. Check that your selected groups contain contacts 2. Verify that contacts in these groups have valid contact information (email addresses for email campaigns, phone numbers for SMS campaigns) 3. Consider creating a new segment with valid contacts ### Invalid Contact Data **Error Message:** "Contact [ID] has no primary email address" **Cause:** The campaign includes contacts who don't have a primary email address assigned. **Resolution:** 1. Update contact records to include primary email addresses 2. Create a segment that filters for contacts with email addresses 3. Use contact validation tools to identify incomplete records ### Unvalidated Email Addresses **Error Message:** "Contact [ID] primary email is not validated" **Cause:** Contacts in your campaign have email addresses that haven't been validated yet. **Resolution:** 1. Run the email validation process on your contact list 2. Create a segment that only includes contacts with validated emails 3. Remove unvalidated emails from your campaign segments ### Contact Communication Preferences **Error Message:** "Contact [ID] is not allowed to receive email" **Cause:** Some contacts in your campaign have the "don't send email" flag enabled in their preferences. **Resolution:** 1. Respect these preferences and exclude these contacts from campaigns 2. Create segments that filter out contacts who have opted out of communications 3. Review your opt-in procedures to ensure clear consent ## Template-Related Errors ### Template Formatting Issues **Error Message:** "Template formatting issue" **Cause:** The selected template contains merge tags or formatting that cannot be properly compiled. **Resolution:** 1. Check your template for broken or incorrect merge tags 2. Test the template with a sample contact 3. Verify that all merge tags reference valid contact fields ### Missing Unsubscribe Link **Error Message:** "No unsubscribe link found. Force added one at the end of the template" **Cause:** Your email template doesn't include the required unsubscribe link. **Resolution:** 1. Add an unsubscribe link to your template using the following format: ```html Unsubscribe ``` 2. Place the unsubscribe link in your template footer 3. Check campaign preview to verify the unsubscribe link appears correctly ## Account Limit Errors ### Daily Sending Limit **Error Message:** "Daily send limit would be reached by this campaign" or "Max daily send limit reached" **Cause:** Your campaign would exceed your account's daily email sending limit. **Resolution:** 1. Reduce the size of your campaign 2. Split the campaign into smaller batches sent over multiple days 3. Upgrade your plan to increase your daily sending limits 4. Wait until the daily metrics reset (occurs automatically every 24 hours) ### Monthly Sending Limit **Error Message:** "Monthly send limit would be reached by this campaign" or "Max monthly send limit reached" **Cause:** Your campaign would exceed your account's monthly email sending limit. **Resolution:** 1. Reduce the size of your campaign 2. Delay some campaigns until the next billing cycle 3. Upgrade your subscription to increase monthly limits 4. Wait until the monthly metrics reset (occurs automatically each month) ### Email Quality Issues **Error Message:** "Max complaints reached" **Cause:** Your account has reached the maximum allowed complaint rate for email sends. This occurs when recipients mark your emails as spam. **Resolution:** 1. Review your email content for spam triggers 2. Ensure your contact list consists of people who have opted in 3. Implement a sunset policy for unengaged contacts 4. Wait until the daily complaint metric resets **Error Message:** "Max bounces reached" **Cause:** Your account has reached the maximum allowed bounce rate for email sends. This occurs when emails cannot be delivered due to invalid addresses. **Resolution:** 1. Clean your contact list to remove invalid email addresses 2. Implement regular email validation processes 3. Remove contacts with a history of bounces 4. Wait until the daily bounce metric resets ## Subscription-Related Errors ### Inactive Subscription **Error Message:** "Subscription is not active for this company" or "Company subscription is not active" **Cause:** Your account's subscription is not active, preventing campaign sending. **Resolution:** 1. Check your subscription status in billing settings 2. Update payment information if necessary 3. Contact customer support to resolve subscription issues ### Email Features Disabled **Error Message:** "Email is disabled for company" **Cause:** The email feature has been disabled for your company account. This can happen for several reasons: 1. **Manual Administrative Action**: An administrator may have disabled email sending for your account 2. **Automatic Disabling Due to Bounces**: The system automatically disables email when your account exceeds the maximum allowed bounce rate 3. **Automatic Disabling Due to Complaints**: The system automatically disables email when your account exceeds the maximum allowed complaint rate **How automatic disabling works:** - Each account has configurable thresholds for daily bounce and complaint rates - The system continuously monitors these metrics for all outgoing emails - When either metric exceeds your account's threshold, a safety mechanism is triggered - This safety feature automatically disables email sending for your account - The system records the reason for disabling (either "Bounce Limit Exceeded" or "Complaint Limit Exceeded") **Understanding bounce and complaint metrics:** - **Bounces**: Occur when emails cannot be delivered to the recipient's inbox - **Complaints**: Occur when recipients mark your emails as spam - The system tracks these metrics daily and resets them every 24 hours - When either metric exceeds your account's threshold, email sending is automatically disabled **Resolution:** 1. Review your bounce and complaint reports to identify problematic contacts or email content 2. Clean your contact lists to remove invalid email addresses 3. Improve email content to reduce the likelihood of spam complaints 4. Wait for the daily metrics to reset (happens automatically every 24 hours) 5. Contact support to request manual re-enabling of your email feature 6. Consider implementing better email validation practices to prevent future issues ### Missing Company Information **Error Message:** "Company is missing or no subscription or no metrics" **Cause:** The system cannot find necessary company information, subscription details, or metrics needed to process your campaign. **Resolution:** 1. Verify your company profile is complete 2. Confirm you have an active subscription 3. Contact support if you believe this is an error in the system ## Import-Related Errors ### Pending Imports **Error Message:** "At least one group had a pending import at action build time" **Cause:** You're trying to send a campaign to a group that still has contacts being imported. **Resolution:** 1. Wait for all imports to complete before sending the campaign 2. Check import status in the Groups section 3. The system will automatically retry this campaign once imports are complete ## Technical Errors ### Invalid Action Type **Error Message:** "Campaign tried to build action on a [Action Type]" **Cause:** The campaign is attempting to use an action type that isn't supported for campaigns. **Resolution:** 1. Select a valid campaign action type (Email, SMS, Postcard) 2. Contact support if you believe this is a system error ### Invalid Template Reference **Error Message:** "[Type] Template with id [ID] is not valid" **Cause:** The campaign references a template that doesn't exist or is invalid. **Resolution:** 1. Select a different template for your campaign 2. Verify that the template hasn't been deleted 3. Create a new template if needed ## Best Practices to Avoid Errors ### Pre-Campaign Checklist - Validate your contact list before sending - Test your template with a sample contact - Verify that all selected groups contain valid contacts - Check that you have sufficient sending capacity in your plan - Ensure all imports are completed before scheduling ### Regular Maintenance - Clean your contact database regularly - Remove invalid email addresses - Update contact preferences based on engagement - Archive old or unused templates - Monitor your sending reputation ### When to Contact Support If you encounter persistent errors not covered in this guide, contact support with: 1. The campaign ID (found in the campaign URL) 2. The specific error message 3. Steps you've already taken to resolve the issue 4. Screenshots of the error if available --- ### Sending a Postcard Campaign Learn how to create and send physical postcard campaigns to your contacts URL: /docs/campaigns/send-postcard-campaign Tags: campaigns, postcard, direct-mail, marketing, send, physical # Sending a Postcard Campaign SendSquared allows you to send physical postcards to your contacts, providing a tangible touchpoint that can complement your digital marketing efforts. This guide walks you through creating and sending postcard campaigns. ## Understanding Postcard Campaigns Postcard campaigns offer several unique benefits: - Higher engagement rates than digital-only communications - Tangible reminders of your business that remain in customers' homes - Ability to reach customers who are less digitally engaged - Stand out from the digital noise in customers' inboxes ## Starting a New Postcard Campaign To begin creating a new postcard campaign: 1. Navigate to **Campaigns** in the main menu 2. Click the dropdown next to "New Campaign" 3. Select **New Postcard Campaign** ## Selecting a Template Choose a template for your postcard: 1. Browse the available postcard templates 2. Select the template that best fits your campaign goals 3. Click **Next** to proceed *If you haven't created postcard templates yet, you can do so under **Templates → Postcard Templates*** ## Designing Your Postcard After selecting a template, you'll enter the design editor: 1. Customize the template with your images and text 2. Design both the front and back of the postcard - Front: Usually features an eye-catching image with minimal text - Back: Contains your main message, contact information, and recipient address area 3. Use the preview tool to see how your postcard will look when printed 4. Click **Next** when you're satisfied with the design Remember to leave space for the recipient's address and postage on the back of the postcard. The editor will indicate these reserved areas with outlined boxes. ## Setting Campaign Details Configure the core details of your campaign: 1. Enter a **Campaign Name** (internal use only) 2. Select your **Return Address** from the dropdown menu 3. Add any special instructions for printing or mailing 4. Click **Next** to continue ## Selecting Recipients Determine who will receive your postcard campaign: 1. Choose the **Groups** or **Segments** you want to target - Ensure selected contacts have valid mailing addresses - The system will flag contacts with incomplete address information 2. Review the estimated number of recipients 3. Click **Next** to proceed to scheduling Only contacts with complete mailing addresses will receive postcards. Before sending, verify that your target audience has valid, complete address information. ## Scheduling Your Campaign Now you'll decide when to send your campaign: 1. Select the **Date** when you want your campaign to be sent - This is when the postcards will be processed and sent to the printer - Allow 5-7 business days for printing and delivery 2. Choose a **Priority** level (if available): - Standard: Normal processing time - Rush: Expedited printing and mailing (additional fees apply) 3. Click **Next** to continue ## Reviewing and Confirming Before finalizing your campaign: 1. Review all aspects of your postcard campaign: - Design preview - Recipient count - Estimated cost - Scheduled send date 2. Make any necessary adjustments by going back to previous steps 3. Click **Confirm and Send** to schedule your campaign ## Monitoring Campaign Status After scheduling your campaign: 1. Navigate to **Campaigns → All Campaigns** 2. Filter by "Postcard" to see your postcard campaigns 3. The status will update as your campaign progresses: - Scheduled - Processing - Printing - Mailed - Completed ## Tracking Delivery and Performance SendSquared provides tracking information for your postcard campaigns: 1. Click on your campaign name in the All Campaigns list 2. View the campaign dashboard to see: - Number of postcards successfully mailed - Delivery timeline - Any address issues or returned mail - Campaign cost breakdown ## Best Practices for Postcard Campaigns ### Design Considerations - Use high-resolution images (at least 300 DPI) - Limit text to key messages—postcards are visual media - Ensure text is large enough to read easily - Include a clear call to action - Maintain brand consistency with your other marketing materials ### Timing Your Campaigns - Allow sufficient time for printing and delivery - Consider seasonal factors that might affect mail delivery - Coordinate postcard campaigns with your digital marketing efforts for maximum impact ### Address Verification - Regularly update contact addresses in your database - Run address verification before major campaigns - Consider using NCOA (National Change of Address) updates for your database ### Measuring Success - Create unique tracking URLs or QR codes for your postcards - Use specific phone extensions or landing pages to track responses - Send follow-up surveys to gauge campaign impact - Track increases in website traffic or phone calls following delivery --- ### Sending a SMS Campaign Learn how to create and send SMS campaigns to engage with your contacts via text message URL: /docs/campaigns/send-sms-campaign Tags: campaigns, sms, text-messaging, marketing, send, mobile # Sending an SMS Campaign SMS campaigns can achieve significantly higher open and engagement rates than email, making them perfect for time-sensitive communications. This guide walks you through creating and sending SMS campaigns in SendSquared. ## Understanding SMS Campaigns SMS (text message) campaigns have several advantages: - 98% open rates, typically within minutes of receipt - Direct delivery to your contacts' most personal device - Brief, concise messaging that demands attention - Ideal for time-sensitive information and urgent updates ## Starting a New SMS Campaign To begin creating a new SMS campaign: 1. Navigate to **Campaigns** in the main menu 2. Click the dropdown next to "New Campaign" 3. Select **New SMS Campaign** ## Selecting a Template or Creating a Message You have two options for your SMS campaign: ### Using a Template 1. Select the **Use Template** option 2. Browse available SMS templates 3. Choose the template you want to use 4. Click **Next** ### Creating a Custom Message 1. Select the **Create Custom** option 2. Enter your message in the text field 3. Use the personalization tokens if needed (e.g., {'{first_name}'}) 4. Click **Next** ## Setting Campaign Details Configure the core details of your campaign: 1. Enter a **Campaign Name** (for internal reference only) 2. Select your **Sending Phone Number** from the dropdown menu - This must be a validated number in your SendSquared account 3. If applicable, customize the **Opt-out Message** - The default is typically "Reply STOP to unsubscribe" - This is required by regulations in most countries 4. Click **Next** to continue SMS campaigns are subject to strict regulations. Ensure your message includes required opt-out instructions and that all recipients have explicitly opted in to receive SMS communications. ## Selecting Recipients Determine who will receive your SMS campaign: 1. Choose the **Groups** or **Segments** you want to target - Ensure selected contacts have valid mobile phone numbers - Verify that contacts have opted in to receive SMS communications 2. Review the estimated number of recipients 3. Click **Next** to proceed to scheduling ## Scheduling Your Campaign Now you'll decide when to send your campaign: 1. Select the **Date** and **Time** when you want your SMS campaign to be sent 2. Choose your sending method: - **Standard Send**: Delivers your message to all recipients at the scheduled time - **Staggered Send**: Delivers messages in batches over a specified period to prevent overwhelming your team with responses 3. If choosing Staggered Send, specify: - The duration over which to send (e.g., 2 hours) - The batch size (e.g., 50 messages per batch) 4. Click **Next** to continue ### When to Use Staggered Send Staggered Send is particularly useful when: - You expect recipients to respond or take action - You have limited staff to handle incoming responses - You want to spread out the load on your customer service team - You're sending to a very large audience ## Reviewing and Confirming Before finalizing your campaign: 1. Review all aspects of your SMS campaign: - Message content - Sending number - Recipient count - Scheduled send time - Estimated cost (based on message length and recipient count) 2. Make any necessary adjustments by going back to previous steps 3. Click **Confirm and Send** to schedule your campaign ## Monitoring Campaign Status After scheduling your campaign: 1. Navigate to **Campaigns → All Campaigns** 2. Filter by "SMS" to see your text message campaigns 3. The status will show as "Scheduled" with the planned send date and time ## Tracking Responses One of the advantages of SMS campaigns is the ability to receive direct responses: 1. Navigate to **Inbox → SMS** 2. Responses to your campaign will appear here 3. You can reply directly to individual responses 4. Set up notifications to alert your team when responses come in ## Best Practices for SMS Campaigns ### Message Content - Keep messages under 160 characters when possible to avoid splitting - Be clear and concise—get to the point immediately - Include a clear call to action - Personalize when appropriate (e.g., include recipient's name) - Always identify your business—never send anonymous texts ### Timing Considerations - Send during appropriate hours (typically 8am-8pm in recipient's time zone) - Avoid early mornings, late evenings, and major holidays - Consider the urgency of your message when selecting send time - Leave adequate time between SMS campaigns to avoid message fatigue ### Compliance Requirements - Only send to contacts who have explicitly opted in to receive SMS - Always include opt-out instructions - Honor opt-out requests immediately - Maintain records of opt-ins and opt-outs - Be aware of frequency limitations in your jurisdiction ### Response Management - Have team members ready to respond to incoming messages - Create templated responses for common questions - Set expectations for response times - Use conversation history to provide personalized service ## SMS Campaign Use Cases - **Appointment Reminders**: Reduce no-shows with timely reminders - **Flash Sales**: Drive immediate action for limited-time offers - **Event Updates**: Send last-minute changes or important information - **Delivery Notifications**: Update customers on order status - **Service Outage Alerts**: Quickly notify affected customers - **Reservation Confirmations**: Provide peace of mind for guests - **Payment Reminders**: Reduce late payments with gentle nudges --- ### Using the View in Browser Feature Learn how the View in Browser feature works and how to use it effectively in your email campaigns URL: /docs/campaigns/view-in-browser Tags: campaigns, email, view-in-browser, features, troubleshooting # Using the View in Browser Feature The "View in Browser" feature allows recipients to see your email content in their web browser instead of their email client. This guide explains how this feature works and how to use it effectively. ## Understanding View in Browser The "View in Browser" feature serves several important purposes: 1. Provides a way for recipients to view your email if it doesn't display correctly in their email client 2. Creates a web-accessible version of your personalized email 3. Allows recipients to view the email content even after deleting the email ## How View in Browser Works ### In Campaign Reports vs. Recipient Experience There's an important distinction between how emails appear in different contexts: 1. **Campaign Report View**: When you click "View in Browser" from a campaign report, you'll see the original template without personalization tokens replaced. This is because this view isn't connected to a specific contact. 2. **Recipient Experience**: When a recipient clicks "View in Browser" in their email, they see a fully personalized version with all tokens replaced with their specific information, including proper footer branding. To see exactly what a specific recipient received, navigate to their contact record, find the email in their email log, and view it there. ## Adding View in Browser to Your Templates To include a "View in Browser" link in your email templates: 1. Open your email template in the editor 2. Place your cursor where you want the link to appear (typically near the top of the email) 3. Click the "Special Links" dropdown in the editor toolbar 4. Select "View in Browser" 5. Customize the link text if desired (default is "View in Browser") ## Best Practices for View in Browser ### Placement - Position the link near the top of your email (typically in the preheader area) - Use clear, recognizable text like "View in Browser," "View as Webpage," or "View Online" - Consider adding brief context such as "Having trouble viewing this email? View in Browser" ### Design Considerations - Make the link noticeable but not distracting - Ensure the link appears in a similar location across all your templates for consistency - Test the link on both desktop and mobile devices ### When to Emphasize This Feature Emphasize the "View in Browser" link more prominently when: - Your email contains complex formatting or interactive elements - You're sending to an audience that may use older email clients - Your email includes important visual elements like charts or product images ## Troubleshooting View in Browser ### Common Issues #### Issue: The browser view doesn't show personalization **Solution**: When viewing from the campaign report, personalization won't display. View from a specific contact's email log instead. #### Issue: The browser view shows different branding than the email **Solution**: Verify that your template includes the correct branding elements. The browser view from a contact's perspective will match what they received in their email. #### Issue: Recipients report that the link doesn't work **Solution**: Ensure your campaign was sent from a properly configured sending domain and that the link wasn't modified or broken during editing. ## Monitoring Browser Views You can track how many recipients are using the "View in Browser" feature: 1. Go to **Campaigns → All Campaigns** 2. Click on your campaign name to view its performance 3. Look for the "Browser Views" metric in the engagement section This data can help you understand how many recipients are relying on the browser version versus viewing directly in their email client. ## View in Browser vs. Landing Pages It's important to understand the difference between these two features: - **View in Browser**: Creates a web version of your email exactly as it was sent, including all personalization - **Landing Pages**: Custom web pages that can be linked from your email but offer different content and functionality For many campaigns, you may want to use both: the "View in Browser" option for those who have display issues, and landing pages for additional content or conversion opportunities. ## Frequently Asked Questions ### Why does the View in Browser from the campaign report look different? When viewing from the campaign report, you're seeing the original template without personalization. This is because this view isn't connected to a specific contact. ### Will recipients see our company branding in the browser view? Yes, recipients will see the exact same content, including your company branding and footer, that they received in their email when they use the View in Browser link. ### Is the browser view tracked in our analytics? Yes, browser views are tracked and reported in your campaign analytics alongside opens, clicks, and other engagement metrics. --- ## Sms ### 10DLC Registration Guide Step-by-step guide to registering your brand and campaign for 10DLC SMS messaging with The Campaign Registry URL: /docs/sms/10dlc-registration # 10DLC Registration Guide 10DLC (10-Digit Long Code) registration is required for all businesses sending A2P (Application-to-Person) SMS messages in the United States. This guide walks you through the complete registration process with The Campaign Registry (TCR) and carrier approval. :::info What is 10DLC? 10DLC uses standard 10-digit phone numbers for business messaging with higher throughput than regular numbers but at a lower cost than short codes. Registration is mandatory for compliance and deliverability. ## Before You Begin: Required Information Gather all necessary information before starting your 10DLC registration: ### Contact Information - ✅ First name and last name - ✅ Email address (must be able to receive verification emails) - ✅ Phone number - ✅ Job title ### Company Information - ✅ Company name (must match tax documents exactly) - ✅ Company website URL - ✅ Company address (must match tax documents) - ✅ Employer Identification Number (EIN) or Tax ID Number (TIN) - ✅ Alternate business ID type (DUNS, GIIN, LEI, or none) - ✅ Business entity type: - Private profit - Public profit - Non-profit - ✅ Business industry (select closest match) ### Messaging Information - ✅ Description of SMS use case - ✅ Opt-in consent gathering method - ✅ Auto-reply messages for keywords - ✅ Privacy policy link (must be active) - ✅ Terms of service link (must be active) - ✅ Five sample messages :::warning Important Ensure your privacy policy and terms of service are published and accessible before starting registration. See our [SMS Opt-in Requirements](sms-opt-in-requirements.md) guide for compliance details. ## Step 1: Start the Registration Form ### Access Your Registration Link 1. Use the unique 10DLC registration link provided by SendSquared 2. Contact support@sendsquared.com if you haven't received your link 3. Have all required information ready before starting ### Initial Setup - Enter your contact information - Verify your email address - Set up authentication if required ## Step 2: Enter Business Information ### Company Details 1. **Legal Business Name** - Enter exactly as it appears on tax documents - Include any legal designations (Inc., LLC, etc.) - Avoid abbreviations unless they're in your legal name 2. **Business Address** - Provide complete street address - Must match tax document address - Include suite/unit numbers if applicable 3. **Website URL** - Must be active and accessible - Should display your business name - Include privacy policy and terms links ### Tax Information 1. **EIN/TIN Entry** - Enter without dashes or spaces - Double-check for accuracy - Must match IRS records 2. **Alternate Business IDs** - DUNS Number (if available) - GIIN (for financial institutions) - LEI (for legal entities) - Select "None" if not applicable 3. **Business Entity Type** - **Private Profit**: Most businesses - **Public Profit**: Publicly traded companies - **Non-Profit**: 501(c) organizations ### Industry Selection - Choose the closest matching industry - If no exact match, select the most similar option - Use "Other" only as last resort (requires detailed description) ## Step 3: Describe Your Use Case Provide a clear, detailed description of how you'll use SMS: ### Good Description Example: > "We send transactional messages for vacation rental bookings including booking confirmations, check-in instructions, and checkout reminders. We also send promotional messages about special offers and last-minute availability to guests who have explicitly opted in to marketing communications." ### Poor Description Example: > "We send text messages to customers." ## Step 4: Configure Auto-Reply Messages Each auto-reply MUST include your brand/program name: ### START/Opt-in Response ``` You have successfully opted in to receive messages from [Your Brand Name]. Message frequency varies. Message and data rates may apply. Reply STOP to opt out or HELP for assistance. ``` ### STOP/Opt-out Response ``` You have been unsubscribed from [Your Brand Name] SMS messages. No further messages will be sent. Reply START to resubscribe. ``` ### HELP Response ``` [Your Brand Name] SMS Help: For support, call [phone] or email [email]. Message frequency varies. Msg & data rates may apply. Reply STOP to cancel. ``` ## Step 5: Create Sample Messages Provide five sample messages that accurately represent your use case: ### Tips for Writing Sample Messages 1. **Match Your Actual Use Case** - Don't use generic templates - Reflect real messages you'll send - Include variety of message types 2. **Use Variables Correctly** ``` Format: [variable_name] Examples: [first_name], [appointment_date], [order_number] ``` 3. **Include Required Elements** - Brand identification in each message - Opt-out instructions in at least 2 samples - Clear, professional language ### Sample Messages for Hospitality Industry #### Vacation Rental/Property Management ``` Sample 1 (Booking Confirmation): [Your Brand]: Booking confirmed for [property_name] from [check_in] to [check_out]. Check-in instructions will be sent 24hrs before arrival. Questions? Reply or call [phone]. Sample 2 (Check-in Reminder): Hi [first_name], your check-in at [property_name] is tomorrow at [time]. Door code: [code]. WiFi: [network]/[password]. Text STOP to opt out. Sample 3 (During Stay): [Your Brand]: How's your stay at [property_name]? Need anything? Our team is here to help. Reply with requests or call [phone]. Sample 4 (Checkout Reminder): Reminder: Checkout from [property_name] is tomorrow at [time]. Please leave keys [location]. Thanks for staying with [Your Brand]! Reply STOP to unsubscribe. Sample 5 (Marketing): [Your Brand] Special: Save [discount]% on [location] properties for [dates]. Book at [website] with code [promo_code]. Limited availability. Text STOP to opt out. ``` #### Hotel ``` Sample 1 (Reservation Confirmation): [Your Brand] Hotel: Reservation confirmed for [check_in] to [check_out]. Confirmation #[number]. Check-in after [time]. Reply or call [phone] for assistance. Sample 2 (Pre-Arrival): Welcome [first_name]! Your room at [Your Brand] Hotel is being prepared for tomorrow's arrival. Check-in: [time]. Parking info at [link]. Text STOP to opt out. Sample 3 (Welcome Message): [Your Brand]: Welcome! Your room [room_number] is ready. WiFi: [network]/[password]. Dial 0 for front desk. Spa bookings: [phone]. Enjoy your stay! Sample 4 (Checkout Reminder): [Your Brand] Hotel: Checkout is tomorrow at [time]. Express checkout available via TV or app. Thank you for staying with us! Reply STOP to unsubscribe. Sample 5 (Loyalty Program): [Your Brand] Rewards: You've earned [points] points! Book your next stay by [date] for double points. Reserve at [website] or call [phone]. Text STOP to opt out. ``` #### Waterpark/Resort ``` Sample 1 (Ticket Confirmation): [Your Brand] Waterpark: Tickets confirmed for [date]! [quantity] passes. Order #[number]. Gates open [time]. Show this text for entry. Reply STOP to opt out. Sample 2 (Visit Reminder): Hi [first_name]! See you tomorrow at [Your Brand] Waterpark! Arrive early for parking. Weather looks great! Cabana rentals still available: [link]. Text STOP to unsubscribe. Sample 3 (Park Updates): [Your Brand]: Welcome! Download our app for wait times and mobile food ordering. Locker rental at Guest Services. Today's events at [link]. Have a splashing day! Sample 4 (Weather/Operations): [Your Brand] Alert: Due to weather, [attraction] is temporarily closed. All other attractions open. Rain checks available at Guest Services. Updates: [website]. Sample 5 (Season Pass Offer): [Your Brand]: Thanks for visiting! Upgrade to a Season Pass today and save [discount]%! Valid rest of season. Purchase by [date] at [link]. Text STOP to opt out. ``` ## Step 6: Submit Your Registration ### Final Review Checklist - [ ] Company name matches tax documents exactly - [ ] Address matches tax documents - [ ] EIN/TIN is correct - [ ] Website is active and accessible - [ ] Privacy policy is published and linked - [ ] Terms of service is published and linked - [ ] Sample messages reflect actual use case - [ ] Auto-replies include brand name - [ ] Opt-out instructions are included ### Submission Process 1. Click **Submit** button 2. Note your registration ID for reference 3. Check email for any verification requests ### Email Verification :::note For Public Companies Public profit entities require email verification. Check your inbox for a verification email that's valid for 10 days. ## Post-Submission Process ### Approval Timeline - **Standard approval**: 2-7 business days - **Complex use cases**: Up to 2 weeks - **With information requests**: Add 2-3 days per round ### Status Monitoring 1. Check dashboard for updates 2. Respond promptly to information requests 3. Keep documentation ready ### Common Follow-up Requests - Additional sample messages - Use case clarification - Updated privacy policy - Business verification documents - Website updates ### After Approval 1. **Campaign ID Issued**: Save for your records 2. **Phone Numbers Provisioned**: Numbers activated for messaging 3. **Test Messaging**: Send test messages to verify 4. **Gradual Rollout**: Start with small volume, then scale ## Troubleshooting Registration Issues ### Common Rejection Reasons #### Business Verification Issues - **Problem**: Company name doesn't match records - **Solution**: Use exact legal name from tax documents #### Invalid Website - **Problem**: Website not accessible or missing information - **Solution**: Ensure site is live with company info visible #### Insufficient Use Case Description - **Problem**: Description too vague - **Solution**: Provide specific, detailed explanation #### Non-Compliant Sample Messages - **Problem**: Messages don't match use case - **Solution**: Create realistic samples that reflect actual usage ### Resubmission Process 1. Review rejection feedback carefully 2. Address all identified issues 3. Update registration information 4. Add clarification notes 5. Resubmit with changes documented ## Best Practices for Approval ### Do's ✅ - Use your legal business name exactly - Provide working website with business info - Write detailed use case descriptions - Create realistic sample messages - Include opt-out in sample messages - Respond to requests quickly ### Don'ts ❌ - Don't use abbreviations unless legal - Don't submit with broken website links - Don't use generic sample messages - Don't skip required fields - Don't ignore follow-up requests - Don't change use case after approval ## Frequently Asked Questions **Q: How long does 10DLC registration take?** A: Typically 2-7 business days for standard cases, up to 2 weeks for complex use cases. **Q: Can I edit my registration after submission?** A: Yes, but it may reset the review process. Contact support for guidance. **Q: What if my business doesn't have an EIN?** A: Sole proprietors can use SSN, but EIN is strongly recommended for privacy. **Q: Can I register multiple brands?** A: Yes, each legal entity needs separate registration. **Q: What happens if my registration is rejected?** A: You'll receive specific feedback and can resubmit after addressing issues. **Q: Do I need separate registration for different use cases?** A: Yes, each distinct use case requires its own campaign registration. **Q: Can I start sending immediately after approval?** A: Yes, but start with low volume and gradually increase. ## Related Resources - [SMS Opt-in Requirements](sms-opt-in-requirements.md) - Compliance and consent requirements - [SMS Editor Overview](sms-editor-overview.md) - Creating and sending SMS messages - [SMS Campaign Setup](sms-campaign-setup.md) - Campaign configuration ## Getting Help For assistance with your 10DLC registration: - Email: support@sendsquared.com - Include your registration ID if available - Provide screenshots of any errors - Share your use case details for guidance --- ### SMS Opt-In API Integration Complete guide for implementing SMS opt-in via the SendSquared API URL: /docs/sms/sms-opt-in-api # SMS Opt-In API Integration ## Overview The SMS Opt-In API allows you to programmatically opt-in users to receive SMS notifications through SendSquared. This integration is essential for maintaining compliance while keeping your customers informed throughout their journey. ## Why Use SMS Opt-In API? Integrating the SMS opt-in feature into your workflow significantly improves user engagement and satisfaction by: - Keeping customers informed at every step - Enabling real-time notifications - Providing automated communication touchpoints - Ensuring regulatory compliance ## API Endpoint ``` PUT https://app-api.sendsquared.com/v1/public/opt-in/ ``` ## Authentication All requests must include an API key in the headers: ```http x-api: YOUR_API_KEY_UUID ``` Your API key can be found in your SendSquared dashboard under **Settings → API Keys**. Keep this key secure and never expose it in client-side code. ## Request Format ### Required Headers ```http Content-Type: application/json x-api: YOUR_API_KEY_UUID ``` ### Request Payload The payload must include the following fields: | Field | Type | Required | Description | |-------|------|----------|-------------| | `mobile_phone` | string | Yes | Mobile phone number in E164 format (e.g., `+11234567890`) | | `ip_address` | string | Yes | User's IP address for compliance tracking | | `user_agent` | string | Yes | User's browser user agent string | | `opt_in_number_id` | string | Yes | The specific opt-in number ID from your campaign | ### Example Payload ```json { "mobile_phone": "+11234567890", "ip_address": "192.168.1.1", "user_agent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36", "opt_in_number_id": "num_1234567890abcdef" } ``` ## Code Examples ### cURL ```bash curl -X PUT https://app-api.sendsquared.com/v1/public/opt-in/ \ -H "Content-Type: application/json" \ -H "x-api: YOUR_API_KEY_UUID" \ -d '{ "mobile_phone": "+11234567890", "ip_address": "192.168.1.1", "user_agent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36", "opt_in_number_id": "num_1234567890abcdef" }' ``` ### JavaScript (Fetch API) ```javascript const optInUser = async (userData) => { const response = await fetch('https://app-api.sendsquared.com/v1/public/opt-in/', { method: 'PUT', headers: { 'Content-Type': 'application/json', 'x-api': 'YOUR_API_KEY_UUID' }, body: JSON.stringify({ mobile_phone: userData.phone, ip_address: userData.ipAddress, user_agent: navigator.userAgent, opt_in_number_id: 'num_1234567890abcdef' }) }); if (!response.ok) { throw new Error(`HTTP error! status: ${response.status}`); } return await response.json(); }; ``` ### Python ```python def opt_in_user(phone, ip_address, user_agent, opt_in_number_id): url = "https://app-api.sendsquared.com/v1/public/opt-in/" headers = { "Content-Type": "application/json", "x-api": "YOUR_API_KEY_UUID" } payload = { "mobile_phone": phone, "ip_address": ip_address, "user_agent": user_agent, "opt_in_number_id": opt_in_number_id } response = requests.put(url, headers=headers, data=json.dumps(payload)) if response.status_code == 200: return response.json() else: raise Exception(f"API request failed with status {response.status_code}") ``` ### PHP ```php $phone, 'ip_address' => $ipAddress, 'user_agent' => $userAgent, 'opt_in_number_id' => $optInNumberId ); $options = array( 'http' => array( 'header' => "Content-Type: application/json\r\n" . "x-api: YOUR_API_KEY_UUID\r\n", 'method' => 'PUT', 'content' => json_encode($data) ) ); $context = stream_context_create($options); $result = file_get_contents($url, false, $context); if ($result === FALSE) { throw new Exception('API request failed'); } return json_decode($result, true); } ?> ``` ### Node.js (Axios) ```javascript const axios = require('axios'); const optInUser = async (phoneNumber, ipAddress, userAgent, optInNumberId) => { try { const response = await axios.put( 'https://app-api.sendsquared.com/v1/public/opt-in/', { mobile_phone: phoneNumber, ip_address: ipAddress, user_agent: userAgent, opt_in_number_id: optInNumberId }, { headers: { 'Content-Type': 'application/json', 'x-api': 'YOUR_API_KEY_UUID' } } ); return response.data; } catch (error) { console.error('Opt-in failed:', error.response?.data || error.message); throw error; } }; ``` ## Response Format ### Success Response (200 OK) ```json { "success": true, "message": "User successfully opted in", "data": { "contact_id": "con_1234567890abcdef", "phone_number": "+11234567890", "opt_in_status": "active", "opted_in_at": "2024-03-28T12:00:00Z" } } ``` ### Error Responses #### 400 Bad Request ```json { "success": false, "error": "Invalid phone number format", "error_code": "INVALID_PHONE_FORMAT" } ``` #### 401 Unauthorized ```json { "success": false, "error": "Invalid API key", "error_code": "INVALID_API_KEY" } ``` #### 409 Conflict ```json { "success": false, "error": "Contact already opted in", "error_code": "ALREADY_OPTED_IN" } ``` #### 422 Unprocessable Entity ```json { "success": false, "error": "Missing required field: opt_in_number_id", "error_code": "MISSING_REQUIRED_FIELD" } ``` ## Phone Number Formatting Phone numbers must be in E164 format, which includes: - The `+` prefix - Country code - No spaces, dashes, or parentheses ### Examples | Country | Format | Example | |---------|--------|---------| | United States | +1XXXXXXXXXX | +11234567890 | | United Kingdom | +44XXXXXXXXXX | +447911123456 | | Canada | +1XXXXXXXXXX | +14165550123 | | Australia | +61XXXXXXXXX | +61412345678 | ### JavaScript E164 Formatter ```javascript function formatToE164(phoneNumber, countryCode = '1') { // Remove all non-numeric characters const cleaned = phoneNumber.replace(/\D/g, ''); // Add country code if not present const withCountryCode = cleaned.startsWith(countryCode) ? cleaned : countryCode + cleaned; // Add + prefix return '+' + withCountryCode; } // Examples formatToE164('(123) 456-7890'); // Returns: +11234567890 formatToE164('07911 123456', '44'); // Returns: +447911123456 ``` ## Best Practices for Integration ### Recommended Opt-In Locations Integrate the opt-in API at strategic points in your user journey: 1. **Booking Process** - After reservation confirmation - During guest information collection 2. **Checkout Flow** - On the payment confirmation page - After successful transaction 3. **Contact Forms** - When users provide their mobile number - During account registration 4. **Profile Management** - In user account settings - During profile updates ### Implementation Checklist - [ ] Store API key securely (environment variables) - [ ] Validate phone numbers before sending - [ ] Capture accurate IP address and user agent - [ ] Handle all possible error responses - [ ] Implement retry logic for network failures - [ ] Log opt-in attempts for compliance - [ ] Display clear opt-in language to users - [ ] Provide opt-out instructions ### User Consent Language Always display clear consent language before opt-in: ```html ``` ## Getting IP Address and User Agent ### Server-Side (Recommended) #### Node.js/Express ```javascript app.post('/opt-in', (req, res) => { const ipAddress = req.headers['x-forwarded-for'] || req.connection.remoteAddress; const userAgent = req.headers['user-agent']; // Process opt-in with these values }); ``` #### PHP ```php $ipAddress = $_SERVER['HTTP_X_FORWARDED_FOR'] ?? $_SERVER['REMOTE_ADDR']; $userAgent = $_SERVER['HTTP_USER_AGENT']; ``` #### Python/Flask ```python from flask import request @app.route('/opt-in', methods=['POST']) def opt_in(): ip_address = request.headers.get('X-Forwarded-For', request.remote_addr) user_agent = request.headers.get('User-Agent') # Process opt-in ``` ### Client-Side (Less Secure) ```javascript // Get user agent const userAgent = navigator.userAgent; // Get IP address (requires external service) fetch('https://api.ipify.org?format=json') .then(response => response.json()) .then(data => { const ipAddress = data.ip; // Use for opt-in }); ``` :::warning Security Note Never expose your API key in client-side code. Always make opt-in requests from your backend server. ## Testing Your Integration ### Test Phone Numbers SendSquared provides test phone numbers for different scenarios: | Number | Scenario | Response | |--------|----------|----------| | +15555550100 | Successful opt-in | 200 OK | | +15555550101 | Already opted in | 409 Conflict | | +15555550102 | Invalid format | 400 Bad Request | | +15555550103 | Blocked number | 422 Unprocessable | ### Using Postman 1. Create a new PUT request 2. Set URL to `https://app-api.sendsquared.com/v1/public/opt-in/` 3. Add headers: - `Content-Type: application/json` - `x-api: YOUR_API_KEY_UUID` 4. Add body (raw JSON): ```json { "mobile_phone": "+15555550100", "ip_address": "192.168.1.1", "user_agent": "PostmanRuntime/7.28.4", "opt_in_number_id": "num_test" } ``` ## Webhook Integration SendSquared can notify your system when opt-in status changes: ### Webhook Events - `sms.opted_in` - User successfully opted in - `sms.opted_out` - User opted out (via STOP text) - `sms.opt_in_failed` - Opt-in attempt failed ### Webhook Payload Example ```json { "event": "sms.opted_in", "timestamp": "2024-03-28T12:00:00Z", "data": { "contact_id": "con_1234567890abcdef", "phone_number": "+11234567890", "opt_in_number_id": "num_1234567890abcdef", "campaign_id": "cam_1234567890abcdef" } } ``` ## Error Handling Best Practices ### Retry Logic ```javascript const optInWithRetry = async (userData, maxRetries = 3) => { let lastError; for (let attempt = 1; attempt <= maxRetries; attempt++) { try { return await optInUser(userData); } catch (error) { lastError = error; // Don't retry on client errors (4xx) if (error.response && error.response.status < 500) { throw error; } // Wait before retrying (exponential backoff) const waitTime = Math.min(1000 * Math.pow(2, attempt - 1), 10000); await new Promise(resolve => setTimeout(resolve, waitTime)); } } throw lastError; }; ``` ### User-Friendly Error Messages ```javascript const getErrorMessage = (errorCode) => { const messages = { 'INVALID_PHONE_FORMAT': 'Please enter a valid phone number with country code', 'ALREADY_OPTED_IN': 'You are already subscribed to SMS notifications', 'INVALID_API_KEY': 'Configuration error. Please contact support.', 'MISSING_REQUIRED_FIELD': 'Please fill in all required fields', 'BLOCKED_NUMBER': 'This phone number cannot receive SMS messages' }; return messages[errorCode] || 'An unexpected error occurred. Please try again.'; }; ``` ## Compliance and Regulations ### TCPA Compliance Ensure your opt-in process complies with TCPA requirements: 1. **Clear and Conspicuous Disclosure**: Clearly state that users are opting in to receive SMS messages 2. **Express Written Consent**: Obtain affirmative consent (checkbox, button click) 3. **Message Frequency**: Disclose how often messages will be sent 4. **Charges**: Include "Message and data rates may apply" 5. **Opt-Out Instructions**: Provide clear unsubscribe instructions ### GDPR Considerations For EU users: - Obtain explicit consent - Provide clear information about data processing - Allow users to withdraw consent easily - Document consent timestamp and method ## Troubleshooting ### Common Issues and Solutions | Issue | Possible Cause | Solution | |-------|---------------|----------| | 401 Unauthorized | Invalid API key | Verify API key in dashboard | | 400 Bad Request | Incorrect phone format | Ensure E164 format with + prefix | | Network timeout | Slow connection | Implement retry logic | | No SMS received | Number not verified | Check number status in dashboard | | Duplicate opt-ins | Missing deduplication | Check before sending request | ### Debug Logging ```javascript const debugOptIn = async (userData) => { console.log('Opt-in attempt:', { phone: userData.phone, timestamp: new Date().toISOString() }); try { const result = await optInUser(userData); console.log('Opt-in successful:', result); return result; } catch (error) { console.error('Opt-in failed:', { status: error.response?.status, error: error.response?.data, message: error.message }); throw error; } }; ``` ## Support If you encounter issues with the SMS Opt-In API: 1. Check the [API Status Page](https://status.sendsquared.com) 2. Review your API logs in the dashboard 3. Contact support at support@sendsquared.com 4. Include your request ID and timestamp for faster resolution --- ### SMS Opt-in Requirements & Compliance Complete guide to SMS opt-in consent methods, web form requirements, privacy policies, TCPA compliance, and CTIA guidelines URL: /docs/sms/sms-opt-in-requirements # SMS Opt-in Requirements & Compliance ## Why SMS Opt-in Requirements Matter for Hospitality ### The Business Challenge In the hospitality industry, businesses naturally want to communicate with three distinct groups: #### For Guest Communications: - **Current Guests**: Actively staying at your property - **Past Guests**: Previous visitors who may book again - **Future Guests**: Potential customers considering your property #### For Vacation Rental Owner Communications: - **Current Owners**: Properties actively in your management portfolio - **Past Owners**: Former clients who may return - **Future Owners**: Prospects considering your management services ### The Critical Problem: Future Relationships The biggest compliance challenge comes with that third group - **future guests and future owners**. Here's why: **You cannot legally text people you have no relationship with.** This is where many hospitality businesses unknowingly violate federal law. Common illegal practices include: - ❌ Purchasing phone lists and texting "hot leads" - ❌ Texting people who filled out a general inquiry form - ❌ Sending promotional texts to numbers from business cards - ❌ Texting attendees from a trade show or open house - ❌ Using phone numbers given for one purpose (like maintenance) for marketing ### Why the Law is So Strict The Telephone Consumer Protection Act (TCPA) was created because: 1. **Privacy Protection**: Cell phone numbers are considered private 2. **Cost to Recipients**: Historically, recipients paid for incoming texts 3. **Intrusive Nature**: Texts are more intrusive than email 4. **Spam Prevention**: Without strict rules, phones would be overwhelmed with spam #### The Real-World Impact - **Federal Law (TCPA)**: Violations result in $500-$1,500 per message in statutory damages - **Carrier Enforcement**: Non-compliance leads to message filtering, blocking, or account termination - **State Laws**: Additional penalties and private rights of action in many states - **Class Actions**: SMS violations frequently result in class action lawsuits with multi-million dollar settlements ### The Solution: Proper Opt-in Procedures The good news is that gaining legitimate consent is straightforward when you follow the proper procedures. This guide will show you exactly how to: - ✅ Create compliant web forms that convert visitors into opted-in contacts - ✅ Set up keyword campaigns for easy mobile opt-ins - ✅ Train staff on verbal consent procedures - ✅ Document consent properly to protect your business - ✅ Build a legally compliant SMS database that drives bookings :::danger Critical Legal Requirement SMS messaging without proper opt-in consent can result in TCPA violations with fines up to $1,500 per message. Always obtain and document explicit consent before sending any SMS messages. ## Legal Framework ### Key Laws & Regulations #### TCPA - Telephone Consumer Protection Act (47 U.S.C. § 227) **Synopsis**: Federal law requiring prior express written consent for automated marketing texts and prior express consent for non-marketing texts to cell phones. - [Full Text](https://www.law.cornell.edu/uscode/text/47/227) - [FCC TCPA Rules](https://www.fcc.gov/sites/default/files/tcpa-rules.pdf) (47 CFR § 64.1200) - **Key Section**: § 227(b)(1)(A) - Prohibits automated calls/texts without consent - **Penalties**: $500-$1,500 per violation #### CTIA Messaging Principles and Best Practices **Synopsis**: Industry guidelines that carriers enforce through The Campaign Registry for A2P messaging compliance. - [CTIA Guidelines](https://www.ctia.org/the-wireless-industry/industry-commitments/messaging-principles-and-best-practices) - Requires clear opt-in, easy opt-out, and transparent messaging practices - Violation results in carrier filtering or blocking #### CAN-SPAM Act (15 U.S.C. § 7701) **Synopsis**: While primarily for email, applies to commercial SMS requiring accurate sender info and opt-out mechanisms. - [Full Text](https://www.law.cornell.edu/uscode/text/15/chapter-103) - **Key Section**: § 7704(b) - Applies to "commercial electronic mail messages" to wireless devices #### State Laws Many states have additional requirements: - **California**: [CA Business & Professions Code § 17529.5](https://leginfo.legislature.ca.gov/faces/codes_displaySection.xhtml?lawCode=BPC§ionNum=17529.5) - **Florida**: [Florida Statutes § 501.059](http://www.leg.state.fl.us/statutes/index.cfm?App_mode=Display_Statute&Search_String=&URL=0500-0599/0501/Sections/0501.059.html) - **Washington**: [RCW 19.190](https://app.leg.wa.gov/rcw/default.aspx?cite=19.190) ## Key Compliance Principles Based on the legal framework above, here are the five core principles you must follow: 1. **Prior Express Written Consent**: Required for all marketing messages (TCPA § 64.1200(a)(2)) 2. **Clear Disclosures**: All fees, frequency, and terms must be conspicuous (CTIA § 2.1) 3. **Easy Opt-Out**: STOP must work at all times (TCPA § 64.1200(a)(3)) 4. **No Pre-Checked Boxes**: Consent must be affirmative action (FCC 2015 Order) 5. **Documentation**: Keep consent records minimum 4 years (FCC guidance) ## Opt-in Consent Methods The Campaign Registry and carriers recognize five primary methods for collecting opt-in consent. Each has specific requirements that must be met for compliance. ### 1. Web Form Opt-ins Online forms with explicit SMS consent checkboxes ### 2. Mobile/Keyword Opt-ins Text-to-join using keywords like "START" or "JOIN" ### 3. Point-of-Sale Opt-ins In-person consent at physical locations ### 4. Paper Form Opt-ins Physical forms with written consent ### 5. Phone Call Opt-ins Verbal consent via phone or IVR systems ## Web Form Opt-in Requirements Web forms are the most common opt-in method and must include **ALL** of the following elements per [47 CFR § 64.1200(a)(2)](https://www.ecfr.gov/current/title-47/chapter-I/subchapter-B/part-64/subpart-L/section-64.1200): ### Required Elements Checklist #### ✅ Program Information - **Program Name**: Your organization/brand name (TCPA § 64.1200(a)(2)) - **Message Description**: Clear explanation of message types - Example: "Receive booking confirmations, check-in instructions, and special offers" #### ✅ Required Disclosures - **Fee Disclosure**: "Message and data rates may apply" (CTIA requirement) - **Frequency Disclosure**: (TCPA § 64.1200(a)(2)) - "Message frequency varies" OR - "Up to [X] messages per [time period]" - Example: "Up to 4 messages per month" #### ✅ Opt-out Instructions - **STOP Command**: "Text STOP to cancel" (CTIA Messaging Principles § 4.2) - **HELP Command**: "Text HELP for help" (CTIA Messaging Principles § 4.3) - Must be clearly visible, not hidden in fine print #### ✅ Legal Documents - **Privacy Policy Link**: Active, accessible link (TCPA § 64.1200(a)(2)) - **Terms of Service Link**: Active, accessible link - Both must be functional and lead to actual policies #### ✅ Consent Checkbox Critical requirements per [FCC 2015 TCPA Order](https://docs.fcc.gov/public/attachments/FCC-15-72A1.pdf) (¶¶ 23-24): - ❌ **CANNOT be pre-checked** - ❌ **CANNOT be required** for form submission - ✅ **MUST be separate** from email consent - ✅ **MUST be explicit** for SMS only ### Complete Web Form Example ```html ``` ### Technical Implementation #### Frontend JavaScript ```javascript document.addEventListener('DOMContentLoaded', function() { const smsOptInCheckbox = document.getElementById('sms-opt-in'); const checkoutForm = document.getElementById('checkout-form'); // Track opt-in interaction for analytics smsOptInCheckbox.addEventListener('change', function() { if (this.checked) { // Track engagement if (typeof gtag !== 'undefined') { gtag('event', 'sms_consent_checked', { 'event_category': 'checkout', 'event_label': 'sms_opt_in' }); } } }); // Form submission handler checkoutForm.addEventListener('submit', function(e) { const phoneInput = document.getElementById('phone'); const smsOptIn = smsOptInCheckbox.checked; if (smsOptIn) { // Basic validation if (!phoneInput.value || phoneInput.value.length < 10) { e.preventDefault(); alert('Please provide a valid phone number for SMS notifications.'); phoneInput.focus(); return false; } // Add timestamp for consent tracking const timestamp = document.createElement('input'); timestamp.type = 'hidden'; timestamp.name = 'sms_opt_in_timestamp'; timestamp.value = new Date().toISOString(); this.appendChild(timestamp); } }); }); ``` For complete phone validation and E164 formatting, see the [SMS API Integration guide](/docs/sms/sms-opt-in-api#phone-number-formatting). #### A/B Testing Opt-in Language Test different opt-in text to optimize conversion: ```javascript const optInVariants = { A: "Get exclusive deals and updates via text. Msg & data rates apply.", B: "Join our VIP text club for special offers! Standard rates apply.", C: "Text me booking confirmations and special offers. Msg frequency varies." }; // Randomly assign variant const variant = Object.keys(optInVariants)[Math.floor(Math.random() * 3)]; document.querySelector('.opt-in-text').textContent = optInVariants[variant]; // Track which variant was shown if (typeof gtag !== 'undefined') { gtag('event', 'sms_opt_in_variant', { 'variant': variant }); } ``` ### Implementation Tips 1. **Visibility**: All disclosures above the fold when possible 2. **Clarity**: Use plain language, avoid legal jargon 3. **Separation**: Keep SMS consent separate from other consents 4. **Documentation**: Screenshot your form for registration 5. **Testing**: Always test form submission and data capture ## Mobile/Keyword Opt-in Requirements Mobile opt-ins allow customers to text a keyword to subscribe. Requirements per [CTIA § 2.1.2](https://www.ctia.org/the-wireless-industry/industry-commitments/messaging-principles-and-best-practices) and [TCPA § 64.1200](https://www.ecfr.gov/current/title-47/section-64.1200) include: ### Signage/Advertisement Requirements All promotional materials must display (CTIA § 2.1 and TCPA § 64.1200(a)(2)): ``` 📱 Join Our Guest Text Club! Text STAY to 55555 What you'll receive: ✓ Exclusive guest offers & early booking deals ✓ Reservation confirmations & check-in details ✓ Property updates & local area alerts Message frequency varies. Up to 4 msgs/month. Msg & data rates may apply. Reply STOP to cancel, HELP for help. Terms: example.com/terms Privacy: example.com/privacy ``` ### Auto-Response Requirements #### Initial Opt-in Response ``` Welcome to [Resort/Hotel Name] SMS! You'll receive up to 4 msgs/month with booking confirmations, check-in info & exclusive guest offers. Msg & data rates may apply. Reply STOP to cancel, HELP for help. Terms: example.com/terms ``` #### Double Opt-in (If Required) ``` [Resort/Hotel Name]: Reply YES to confirm subscription to our guest SMS program. You'll receive up to 4 msgs/month about your stays and special offers. Msg & data rates may apply. Reply STOP to cancel. ``` ### Keyword Configuration Standard keywords that MUST be configured per [CTIA § 4.0](https://www.ctia.org/the-wireless-industry/industry-commitments/messaging-principles-and-best-practices): - **START/SUBSCRIBE/JOIN**: Opt-in confirmation (CTIA § 4.1) - **STOP/UNSUBSCRIBE/CANCEL**: Opt-out confirmation (CTIA § 4.2) - **HELP/INFO**: Support information (CTIA § 4.3) ## Point-of-Sale Opt-in Requirements For in-person registrations at physical locations per [TCPA § 64.1200(a)(1)](https://www.ecfr.gov/current/title-47/section-64.1200): ### Verbal Disclosure Script ``` "Would you like to receive text messages from [Hotel/Resort Name] with reservation confirmations, check-in information, and exclusive guest offers? You'll receive up to 4 messages per month. Message and data rates may apply. You can opt-out anytime by texting STOP." ``` ### Written Requirements - Display terms and conditions visibly - Provide privacy policy access - Document consent method - Train staff on requirements ### Documentation Best Practices - Use tablet/digital forms when possible - Include timestamp and location - Store consent records securely - Maintain for minimum 4 years ## Paper Form Opt-in Requirements Physical forms must include all web form requirements: ### Paper Form Template ``` GUEST SMS PROGRAM SIGNUP □ YES, I want to receive text messages from [Hotel/Resort Name] Mobile Number: _________________________ By providing your mobile number and checking the box above, you consent to receive recurring automated reservation confirmations, check-in details, and promotional text messages from [Hotel/Resort Name]. • Message types: Booking confirmations, check-in info, special offers • Message frequency: Up to 4 messages per month • Message and data rates may apply • Text STOP to cancel anytime • Text HELP for assistance • Consent is not a condition of booking Privacy Policy: www.example.com/privacy Terms of Service: www.example.com/terms Signature: ______________________ Date: __________ ``` ## Phone Call Opt-in Requirements Verbal consent requires specific disclosures per [TCPA § 64.1200(a)(1)](https://www.ecfr.gov/current/title-47/section-64.1200) for non-marketing and § 64.1200(a)(2) for marketing: ### IVR Script Template ``` "To receive text messages about your reservations, check-in details, and exclusive guest offers from [Hotel/Resort Name], press 1. You'll receive up to 4 messages per month. Message and data rates may apply. You can opt-out anytime by texting STOP. For our privacy policy, visit example.com/privacy. Press 1 to confirm or 2 to decline." ``` ### Live Agent Script ``` "I can also sign you up for text message updates about your stay, including check-in details, property information, and exclusive guest offers. You'd receive up to 4 messages per month, and message and data rates may apply. You can opt-out anytime by texting STOP. Would you like to receive these guest text messages?" ``` ### Documentation Requirements - Record verbal consent (where legal) - Log timestamp and agent ID - Send confirmation text immediately - Store records for 4+ years ## Privacy Policy Requirements :::warning Critical Compliance Element Missing or non-compliant privacy policies are the #1 cause of 10DLC registration rejections per TCR and CTIA guidelines. ### Required SMS Section Your privacy policy MUST include per [TCPA § 64.1200(a)(2)](https://www.ecfr.gov/current/title-47/section-64.1200) and [CTIA Guidelines](https://www.ctia.org/the-wireless-industry/industry-commitments/messaging-principles-and-best-practices): ```markdown ## SMS/Text Messaging When you opt-in to receive text messages from [Company Name], we collect your mobile phone number and consent preferences. ### Information We Collect - Mobile phone number - Opt-in source and timestamp - Message interaction history - Opt-out preferences ### How We Use Your Mobile Information - Send reservation confirmations and updates - Send check-in and checkout reminders - Send exclusive guest offers (with consent) - Provide property support and assistance - Emergency or weather-related property notifications ### CRITICAL REQUIRED STATEMENT: "Mobile information will not be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties." *Required by CTIA Messaging Principles § 5.1.3 and TCR registration guidelines* ### Your Rights - Opt-out anytime by texting STOP - Request data deletion - Update communication preferences - Access your information ### Message Frequency & Charges - Frequency: [Specify, e.g., "Up to 4 messages per month"] - Message and data rates may apply - Contact your carrier for rate details ``` ### Privacy Policy Generators Free tools to create compliant policies: - [TermsFeed Generator](https://www.termsfeed.com/privacy-policy-generator/) - [Termly Generator](https://termly.io/products/privacy-policy-generator/) - [FreePrivacyPolicy.com](https://www.freeprivacypolicy.com/) **Important**: Always have legal counsel review generated policies. ## Terms of Service Requirements ### SMS-Specific Terms Section ```markdown ## SMS Terms and Conditions ### Service Description [Hotel/Resort Name] SMS service provides reservation confirmations, check-in/checkout reminders, property updates, and exclusive guest offers via text message. ### Enrollment By opting in via our website, texting a keyword, or other method, you agree to receive recurring automated text messages. ### Message Types - Transactional: Reservation confirmations, check-in details, checkout reminders - Promotional: Special rates, package deals, seasonal offers - Service: Property updates, weather alerts, local area notifications ### Message Frequency - Varies based on account activity - Maximum: [X] messages per [time period] - You control frequency through preferences ### Costs - Message and data rates may apply - Check with your wireless carrier - [Company] does not charge for messages ### Opt-Out - Text STOP to any message - Call [phone number] - Email [email address] - Opt-out is immediate ### Help - Text HELP for assistance - Email: support@example.com - Phone: [phone number] ### Supported Carriers - Compatible with major US carriers - Not liable for carrier delays - Delivery not guaranteed ``` ## CTIA Compliance Guidelines The Cellular Telecommunications Industry Association (CTIA) sets industry standards enforced through [CTIA's Messaging Principles and Best Practices](https://www.ctia.org/the-wireless-industry/industry-commitments/messaging-principles-and-best-practices): ### Core Requirements 1. **Clear & Conspicuous Consent** (CTIA § 2.1) - Explicit opt-in required - Clear program description - No deceptive practices 2. **Message Content Rules** (CTIA § 3.0) - Identify sender clearly - Include program name - Regular opt-out reminders (monthly minimum) 3. **Prohibited Content (SHAFT)** (CTIA § 6.0) - **S**ex/adult content - **H**ate speech - **A**lcohol (restricted) - **F**irearms - **T**obacco/vaping 4. **Frequency Compliance** (CTIA § 2.1.4) - State frequency clearly - Adhere to stated frequency - Update if frequency changes 5. **Age Requirements** (CTIA § 2.1.5) - Minimum age 13 (18 for certain content) - Parental consent for minors ([COPPA compliance](https://www.ftc.gov/legal-library/browse/rules/childrens-online-privacy-protection-rule-coppa)) - Age verification when required ## Compliance Best Practices ### Documentation Requirements #### What to Document (per TCPA § 64.1200(a)(2) and FCC guidelines) - Opt-in source and method - Timestamp of consent - IP address (for web forms) - Version of terms accepted - Opt-out requests and timestamps #### How Long to Keep Records - **Minimum**: 4 years ([FCC statute of limitations](https://www.fcc.gov/consumers/guides/stop-unwanted-robocalls-and-texts)) - **Recommended**: 6 years (some state statutes) - **Best Practice**: Indefinitely (for defense against claims) ### Opt-out Management #### Immediate Processing (CTIA § 4.0 and TCPA § 64.1200(a)(3)) - Process within 24 hours maximum (CTIA requirement) - Send confirmation message - Remove from all SMS lists - Document opt-out #### Opt-out Confirmation Message ``` You have been unsubscribed from [Hotel/Resort Name] SMS messages. No further messages will be sent. Reply START to resubscribe. ``` ### Quiet Hours - Respect 8am-9pm local time - Account for time zones - Allow exceptions only with explicit consent - Consider local regulations ## Compliance Checklist ### Pre-Launch Requirements - [ ] Privacy policy includes SMS section with required statement - [ ] Terms of service includes SMS terms - [ ] Web forms have all required elements - [ ] Consent checkboxes are NOT pre-checked - [ ] Opt-out instructions are clear and visible - [ ] Message frequency is disclosed - [ ] "Msg & data rates may apply" disclosure present - [ ] Links to legal documents are functional - [ ] Keyword auto-replies configured - [ ] Documentation system in place ### Ongoing Compliance - [ ] Process opt-outs within 24 hours - [ ] Include opt-out instructions regularly - [ ] Maintain consent records - [ ] Monitor compliance metrics - [ ] Regular staff training - [ ] Update policies as needed - [ ] Audit consent practices - [ ] Review message content - [ ] Track frequency compliance - [ ] Handle complaints promptly ## Best Practices for Legally Building Your SMS List ### Converting Inquiries to Opt-ins When someone inquires about your property or services, you have a golden opportunity to gain consent: #### The Right Way: 1. **Inquiry Form**: "Interested in Ocean View Villa?" 2. **Follow-up Call/Email**: "Thanks for your interest! Would you like to receive text updates about availability and special offers?" 3. **Consent Capture**: Use compliant web form or verbal consent script 4. **Welcome Text**: Send immediate confirmation of opt-in 5. **Result**: Legally opted-in contact you can market to #### The Wrong Way: - ❌ Adding inquiry phone numbers directly to SMS campaigns - ❌ Assuming interest equals consent - ❌ Texting without explicit opt-in ### Strategic Opt-in Opportunities #### For Hotels & Resorts: - **Booking Process**: Add SMS opt-in checkbox to reservation forms - **Check-in**: Tablet-based consent during registration - **Concierge Desk**: Train staff to offer SMS updates for amenities - **WiFi Landing Page**: Exchange WiFi access for SMS consent - **Loyalty Programs**: Include SMS as a benefit with clear opt-in #### For Vacation Rentals: - **Property Inquiry Forms**: Separate checkbox for SMS updates - **Owner Onboarding**: Include SMS consent in management agreements - **Guest Booking**: Add opt-in to rental agreements - **Property Tours**: Capture consent during showings - **Owner Referral Programs**: Text updates about referral rewards ### Building Compliant Campaigns #### High-Converting Keyword Campaigns: ``` Text BEACH to 55555 Get exclusive last-minute deals on beachfront properties! Plus instant alerts when your favorite properties become available. ``` **Why This Works:** - Clear value proposition - Specific benefits - Easy action step - All required disclosures included #### Web Form Best Practices: **DO:** - ✅ Place opt-in near valuable content (availability calendars, pricing) - ✅ Offer exclusive SMS-only benefits - ✅ Use clear, benefit-focused language - ✅ Make the checkbox prominent but not required **DON'T:** - ❌ Hide the opt-in in lengthy terms - ❌ Bundle with other permissions - ❌ Use vague language like "updates" - ❌ Make opt-in mandatory for booking ### Maximizing Opt-in Rates While Staying Compliant 1. **Timing is Everything** - Best time: During positive interactions (booking confirmation, check-in) - Worst time: After complaints or service issues 2. **Value Exchange** - Offer exclusive SMS-only discounts - Provide early access to availability - Send local area insider tips - Give priority booking status 3. **Staff Training** - Create laminated script cards - Role-play consent conversations - Track opt-in rates by staff member - Reward compliant high performers 4. **Multiple Touchpoints** - Website forms - Email signatures with keyword - Business cards with text-to-join - QR codes in lobbies/properties - Social media campaigns ## Common Violations & Penalties ### TCPA Violations ([47 U.S.C. § 227(b)(3)](https://www.law.cornell.edu/uscode/text/47/227)) - **Penalty**: $500 per violation (negligent), $1,500 per violation (willful) - **Common Causes**: - No consent documentation (violates § 64.1200(a)(2)) - Pre-checked boxes ([FCC 2015 Order](https://docs.fcc.gov/public/attachments/FCC-15-72A1.pdf) ¶ 23) - Required consent for purchase (violates § 64.1200(a)(2)) - Ignoring opt-outs (violates § 64.1200(a)(3)) ### Carrier Violations (CTIA enforcement) - **Penalty**: Service suspension/termination via TCR - **Common Causes**: - High complaint rates (CTIA § 7.0) - Prohibited content (CTIA § 6.0) - Frequency violations (CTIA § 2.1.4) - Missing disclosures (CTIA § 2.1) ## Frequently Asked Questions **Q: Can I use one checkbox for both email and SMS consent?** A: No, SMS consent must be separate and explicit per [FCC 2015 TCPA Order](https://docs.fcc.gov/public/attachments/FCC-15-72A1.pdf) ¶ 24. **Q: What if someone says they didn't opt-in?** A: Immediately honor their opt-out request and provide consent documentation if available. **Q: Can I require SMS opt-in for bookings?** A: No, consent cannot be a condition of booking or reservation. **Q: How often should I include opt-out instructions?** A: At minimum monthly for active users, and in every promotional message. **Q: Can I import an existing SMS list?** A: Only if you have documented proof of compliant consent for each number. **Q: Do transactional messages need consent?** A: Yes, all automated SMS messages require prior express consent per [TCPA § 227(b)(1)](https://www.law.cornell.edu/uscode/text/47/227), including transactional messages. **Q: What's the minimum age for SMS consent?** A: 13 years old, or 18 for certain content types. Parental consent required for minors. **Q: Can I text guests who gave their number for other purposes?** A: No, you need explicit consent specifically for SMS messaging per [TCPA § 64.1200(a)(2)](https://www.ecfr.gov/current/title-47/section-64.1200) - consent must be for the specific purpose. ## Related Resources - [10DLC Registration Guide](10dlc-registration.md) - Complete registration process - [SMS Editor Overview](sms-editor-overview.md) - Creating and sending messages - [SMS Campaign Setup](sms-campaign-setup.md) - Campaign configuration ## Getting Support For compliance questions or assistance: - Email: support@sendsquared.com - Include specific scenarios for guidance - Request compliance review if needed --- ### SMS Web Chat Widget Complete guide to implementing SendSquared's SMS Web Chat widget on your website for instant guest engagement and lead capture URL: /docs/sms/sms-web-chat # SMS Web Chat Widget Transform your website visitors into engaged leads with SendSquared's SMS Web Chat widget - a powerful tool that bridges the gap between web browsing and instant text messaging communication. ## Overview The SMS Web Chat widget appears as an unobtrusive chat bubble on your website that, when clicked, opens a beautifully designed interface titled **"We'll text you"**. This allows website visitors to instantly connect with your team via SMS without leaving your site or downloading any apps. :::tip Why SMS Web Chat? - **95% open rate** for SMS vs 20% for email - **Instant engagement** with prospects while they're actively browsing - **Mobile-friendly** communication that follows guests beyond your website - **Compliant opt-in** collection built into every interaction ## Key Features ### Real-Time Guest Engagement - Instant SMS connection with website visitors - Seamless transition from web browsing to text conversation - No app downloads or account creation required - Works on all devices and browsers ### Smart Call Plans - Different templates for business hours vs after-hours - Day-specific messaging strategies - Timezone-aware scheduling - Automatic routing to appropriate team members ### Complete Customization - Match your brand colors and style - Custom greeting messages - Position anywhere on your page - Multiple campaigns for different purposes ### Compliance Built-In - TCPA-compliant opt-in collection - Automated consent documentation - Clear disclosure of messaging terms - One-click opt-out handling ## Getting Started ### Step 1: Access Chat Campaigns 1. Log into your SendSquared dashboard 2. Navigate to **Campaigns** → **Chat Campaigns** 3. Click **"Add new SMS Chat Campaign"** ### Step 2: Configure Basic Settings #### Campaign Name Choose a descriptive name for internal reference (e.g., "Website - General Inquiries", "Booking Page - Support") #### Phone Number Selection Select which phone number will send/receive messages: - Choose from your provisioned 10DLC numbers - Consider using different numbers for different campaigns - Ensure the number has appropriate messaging capacity #### Widget Appearance - **Color**: Select a color that complements your website (#F79D65 in example) - **Position**: Choose from: - bottom-left - bottom-right - top-left - top-right #### Template Selection Choose from pre-built templates or create custom ones: - Template 1-10: Various styles and messaging approaches - Custom templates can be created in the Template editor ### Step 3: Set Up Call Plans Call Plans allow you to display different messages and route to different teams based on time of day and day of week. #### Business Hours Configuration Configure separate schedules for each day: ``` Sunday: 8:00 AM - 6:00 PM Monday: 7:00 AM - 9:00 PM Tuesday: 7:00 AM - 9:00 PM Wednesday: 7:00 AM - 9:00 PM Thursday: 7:00 AM - 9:00 PM Friday: 7:00 AM - 10:00 PM Saturday: 8:00 AM - 10:00 PM ``` #### Template Assignment by Time For each time period, you can assign: - **Different SMS templates**: Vary your messaging approach - **Routing values**: Send to different team members - "Standard" - Regular support team - "After Hours" - On-call team - "VIP" - Specialized agents #### Every Day Hours Override Set universal hours that apply to all days unless specifically overridden. ### Step 4: Get Your Install Code Once configured, click **"Get Install Code"** to generate your unique JavaScript snippet: ```html ``` ## Installation Guide ### Basic Installation #### For Standard Websites Add the code just before the closing `