What is the process for obtaining a local number vs. a toll-free number for our SMS add-on?

Text messaging is undoubtedly a popular and often preferred way to communicate. LibraryH3lp customers have the ability to add texting as an additional means for their guests to contact them. When guests reach out via text, your operators will be able to respond the same way as if it were a web-based chat. Since our customers respond using software, this is considered A2P (Application to Person) messaging.

When adding SMS to your existing LibraryH3lp subscription, you can choose between having a local number or a toll-free number for your guest to text. Both local and toll-free numbers will be vetted by our carrier before it can receive or send messages. The vetting process takes approximately 1-2 weeks.

Local Numbers

Since local numbers are less suspicious when used by spammers, there are more hoops to jump through when obtaining local numbers for our customers. Here is the breakdown:

1. We will register your Brand with The Campaign Registry (TCR). Your Brand identifies that you are a legitimate organization. We will request a copy of your W-9 to complete this step. If you do not have a copy of your W-9, you can request this from your purchasing or accounts payable department.

2. Once TCR has approved your Brand, we will register your Campaign. The Campaign is a detailed explanation of how you will use the SMS add-on along with lots of compliance hoops to jump through. While most of these hoops are boilerplate action items that we can easily provide the answers for, there are a couple of additional items you will need to provide to us so we can complete the request.

   • Public URL or PDF for your organization’s Privacy Policy which must include a disclaimer that no mobile opt-in will be shared with third parties for marketing purposes.

   • Public URL or PDF for your organization’s Terms of Service which must have an SMS disclosure that includes the name of your organization, the types of messages consumers can expect to receive, message frequency disclosure, “message and data rates may apply” disclosure, privacy policy links, and opt-out instructions.

   • Example SMS disclosure: Texting is offered as a way for customers to contact ORGANIZATION NAME HERE requesting information or assistance. The consumer initiates a two-way conversation using the SMS number by sending the first message. Since the consumer initiates the two-way conversation the types of messages sent will be in response to the consumer's request for specific information or assistance. Message frequency will be dictated by the nature of the 2-way conversation. Msg and data rates may apply.

     If a customer texts HELP they will receive the following message in response.

     Thank you for reaching out to ORGANIZATION NAME HERE. You are texting our help line. If contacting us during business hours a staff member will respond shortly. If no response is received, you can call us at XXX-XXX-XXXX.

     Guests can reply STOP to opt-out of receiving a response. When customers opt-out they will receive the following confirmation message.

     You have successfully opted out of messages from ORGANIZATION NAME HERE. You will receive no further messages.

3. Our carrier will then vet your Campaign. If the campaign is accepted we will be able to set up your new SMS number. If the campaign is rejected we will need to correct anything they felt was suspect and resubmit. Resubmitting the campaign for approval could incur additional fees.

Toll-free Numbers

Toll-free numbers do not need to undergo the TCR registration process, however, they will undergo vetting by our carrier. The information we provide our carrier is at present fairly straightforward, with fewer hoops to jump through. Most everything is boilerplate but we may need to reach out to you for additional information. The toll-free messaging space is evolving and future complexities are possible.

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