Toll-Free Verification Process

All toll-free numbers are required to submit for verification.

This process is free of charge, and greatly reduces the turnaround time in the event of false-positive spam filtering upon your traffic. Verified Senders have a dedicated team on the carrier side who will take steps to resolve false-positive spam blocking without action required on our side, provided the use case being blocked aligns with the Verified use case.

A submission is required for each brand. Brands which have multiple use cases and use different numbers for 

Applying for Toll-Free Verification

To verify your toll-free use case, your campaign must be submitted to the toll-free sender verification team and approved. Note that verification is not a whitelisting - it does not guarantee that messages will never be blocked. However, it does place them in a trusted sender list, wherein wrongful blocks will be investigated carrier-side automatically without the need for escalation or inquiry from our side.

To get started, fill out all fields in either the Verified Sender Form for single submissions or Verified Sender Bulk Submission Form for bulk submissions, and include it in a support ticket request. We will then submit it on your behalf to the toll-free hub Verification team for review.

Note that all details requested in the form are required, including brand information for vetting. Additionally, if your use case involves marketing or promotional messaging, carriers require collection of physical written consent through proof of opt-in. Therefore, your submission for Verified Sender status should include:

• screenshots of the opt-in process step-by-step from the end-user perspective (if webform)
• images or web links depicting the Call-to-Action which instructs the users on how to opt in (if keyword)

Additionally, if your use case involves multiple toll-free numbers, an explicit reason for this must be presented. Note that snowshoeing (the spreading of traffic between multiple numbers to increase bulk sending capabilities) is prohibited and is not a valid reason for using multiple toll-free numbers.

We highly recommend brushing up on all relevant compliance articles prior to submitting your use case.

Bulk Verification Submissions

Here are some guidelines for filling out the Verified Sender Bulk Submission Form:

• All fields should be populated with information specific to the end-business use case. Therefore, the business contact (for example) should not be the same for all fields.
• Opt-in Workflow Description: Be as detailed as possible. If there are multiple methods of opt-in, describe them all.
• Additional Opt-in Information: Note that visuals work best - providing a URL link to the opt-in web form, or to an image of the opt-in document that the Verification Team can review, is highly recommended when applicable. (Note that this is obviously not required in cases where the opt-in is through a user-initiated keyword.) Keep in mind that this is a CSV file, so all images must be accessed by link. Image links can be generated by hosting services such as Google Drive or Dropbox.

Toll-Free Use Case Categories

When completing a Verified Sender form, you will be asked to include information about the use case. We recommend providing as much information as is possible. However, in the case of bulk verification, please ensure that the “Use Case Category” section includes one of the following specific categories:

• 2FA
• App Notifications
• Appointments
• Auctions
• Auto/Dealership Services
• Banking
• Billing
• Booking Confirmations
• Business Updates
• COVID-19 Alerts
• Career Training
• Chatbot
• Conversational / Alerts
• Courier Services & Deliveries
• Educational
• Emergency Alerts
• Employee Alerts / Notifications
• Events & Planning
• Financial Services
• Fraud Alerts
• Fundraising
• General Marketing
• HR / Staffing
• Healthcare
• Housing Community Updates
• Insurance Services
• Job Alerts
• Legal Services
• Mixed
• Motivational Reminders
• Notary Notifications
• Notifications
• Order Notifications
• Political
• Public Works
• Real Estate Services
• Receipt Notifications
• Religious Services
• Repair and Diagnostics Alerts
• Rewards Program
• Surveys
• System Alerts
• Waitlist Alerts
• Webinar Reminders
• Workshop Alerts

Toll-Free Opt-In

Be sure to specify which of the following types of opt-in flow your use case utilizes:

• Online
• Text to Join
• Point of Sale
• Other

And provide as much detail describing and/or depicting your use case if possible. Note that screenshots are required for online opt-ins.

Migrated Verified Numbers

Note that toll-free numbers previously verified with another provider will retain their verified status when migrated to Convey. The status will move with the number, and Convey will have visibility to that status within the verification hub portal. However, note that Convey will not have visibility to the business information associated with the original verification.

Toll-Free Suspension

If the content running on a toll-free number is found to be incongruous with the verified program, a network-level block may be placed by the toll-free hub to suspend traffic. To resume traffic, the content provider must prove either (A) that the suspension was unfounded or (B) that the problem traffic has been discontinued; or must (C) re-verify the number with the new use case.