Who and what is Twilio?  

• Twilio is a cloud communications platform that provides a wide range of tools and services to help organizations deploy various communication applications.  CARET has partnered with Twilio to enable our text messaging feature, providing two-way communication (A2P) between our customers and their clients.   

What is A2P and why is it good? What does it mean for the firm? 

• A2P (Application-to-Person) is a type of messaging that allows business to send messages through an app to a standard 10-digit phone number. An example of A2P is CARET Legal Client Texting which provides firms with the ability to quickly connect with clients, leads and matter related contacts. CARET partners with Twilio to effectively deliver this service.
• What does this mean for your law firm? CARET Legal customers should register now to benefit from improved deliverability and increased throughput in the new verified A2P 10DLC ecosystem.
• To register, please click here [jump to Onboarding section]
• https://www.campaignregistry.com/ 

What would prevent my A2P 10DLC registration from getting approved? 

• Several factors can prevent you from getting approved for 10DLC messaging.  While the specific criteria may vary depending on carrier requirements, examples include High-risk financial services, Third-party lead generation services and marketing, Debt collection or forgiveness, Gambling, Prescription drugs, “Get rich quick” schemes, and Illegal substances/articles.  
• Common reasons for non-approval:
  • Consistency in brand, website and sample messages 
    If your brand name is Acme, your website is www.acme.com, but your sample messages say “Here’s your one-time passcode for logging into www.contoso.com”, your submission will be rejected.
    
    
  • Consistency in sample messages and use cases
    If you register a marketing campaign, but sample messages say “Here’s your one-time passcode: 123456”, your submission will be rejected.
    
    
  • Consistency in email domain and company name
    If you register a brand as Twilio Inc, but you provide an email address with the Gmail domain names, your submission will be rejected. Note that this check only applies to large, well-known corporations that should have dedicated email domains.
    
    
  • Make sure you submit real, working websites
    If you indicate that your customers opt-in to your messages via the website, but provide a website address that does not function, your submission will be rejected.
    
    
  • Make sure the brand you register is the actual brand that you’re sending messages for
    If you register a brand with your own company’s information (e.g. a company that provides tech for dental offices), but end up sending messages for your customers (e.g., individual dentist practices), your submission will be rejected.
    
    
  • Make sure you create as few duplicative submissions as possible
    Excessive brands with the same EIN and excessive submissions with the same attributes may be seen as high-risk and may result in submission rejection.
    
    
  • If you wish to send templated messages, please make sure to indicate the templated fields in sample messages with brackets, to help reviewers better identify which parts are templated
    For example, please write “Dental check due for [Mary Doe], Visit [www.contoso.com] to schedule an appointment or call [123-456-7890]”.

Onboarding: How do I register my Client Texting number? 

 To enable Client Texting, an Admin must enable this feature and register your business via Firm Settings > Firm Options > Client Texting.   

To comply with A2P 10DLC requirements, the Onboarding Process occurs in two phases: 

1. Registering your brand (business)
2. Registering your firm’s campaign (communication topics) 

We have updated the texting setup page in your Firm Settings to capture the new information required by the US carriers.

Note that you will have to visit this page more than once to complete your full application. This process may seem a bit cumbersome as it was designed by the carriers for marketing firms who run multiple SMS campaigns, not law firms like yours.

1. Please login to CARET Legal, go to Firm Settings and then Client Texting & fill out the required fields.
2. When you click submit you will receive an email from donotreply@twillio.com confirming the receipt of your brand and profile information. Your registration status in Firm Settings will change to “Brand Submitted”.
3. Within the next 48 hours you will receive another email from donotreply@twillio.com confirming that your brand has been approved. Your registration status will now show “Brand Approved.”
4. Now you need to go back into Firm Settings -> Client Texting and submit your Campaign (the way you will use client texting). You will receive another email from donotreply@twillio.com confirming that the campaign has been submitted for review. Your registration status will now show “Campaign Submitted”.
5. Note: The campaign approval process can take up to 3 weeks.
6. Upon approval you will receive another email from donotreply@twillio.com. You will also see a “Successfully Registered & Approved” status in the Client Texting page in your Firm Settings. 
7. You can now begin using texting capabilities again!

Required Fields About Your Brand (Business)

Required Fields About Your Campaign (Use Cases for Client Texting)

Registration Status

FAQs

Do I need to register for a Client Texting number again?  

• Customers who have an existing Twilio number will be retained; this means conversations will still be accessible once approved. 
• This is a one-time-registration per provider.