To complete A2P 10DLC registration, U.S. carriers require a detailed description of your message flow. This message flow demonstrates how users provide their phone number and explicitly consent to receive SMS communications from your company. This article explains the required opt in methods, message flow steps, and mandatory disclosure language.

What is a message flow?

A message flow outlines the steps a user takes when opting in to receive SMS messages from your brand. Carriers use this information to confirm that your opt in process is transparent, compliant, and cannot be completed accidentally.

A compliant message flow includes:

  • The user provides their phone number.
  • The user is shown a clear SMS opt in mechanism, such as a checkbox, dropdown, or verbal prompt.
  • The user is provided with a full disclosure message.
  • The user explicitly confirms consent.

Most commonly provided opt in methods

A. Opt in via optional checkbox on a web form

The checkbox:

  • Must be optional
  • Cannot be preselected
  • Must be accompanied by full SMS disclaimer text
  • Must allow the user to submit the form even if they do not opt in
Opt In via Web Form Checkbox.png

Example text next to checkbox:
“By submitting this form and signing up for texts, you consent to receive customer support and informational text messages from [Brand Name] at the number provided, including messages sent by autodialer. Consent is not a condition of purchase. Msg and data rates may apply. Msg frequency varies. Unsubscribe at any time by replying STOP. Reply HELP for help. Privacy Policy [link] and Terms [link].”

B. Opt in via dropdown menu

  • Must offer both options (Yes and No)
  • Cannot default to Yes
  • User must actively choose their preference
  • Full SMS disclaimer must appear within the same form
Opt In via Web Form Dropdown Menu.png

Example dropdown prompt:
Would you like to receive SMS updates?
Yes, I agree to receive SMS updates.
No, I do not agree to receive SMS updates.

C. Verbal opt in during a phone conversation

If your team collects opt in verbally, the user must receive all required disclosures before confirming consent.

You must provide the following:

  • Brand name
  • Types of messages being sent
  • Message frequency disclosure
  • “Message and data rates may apply”
  • HELP instructions
  • STOP instructions
  • Location of your Privacy Policy and Terms

Only then may you ask:
“Do you consent to receive text messages from [Brand Name] at the number you provided?”

Call logging or CRM notes should record:

  • The user’s opt in confirmation
  • Confirmation that all disclosures were provided

Required opt in disclaimer language

Any location where SMS opt in is collected must show the following:

  • Brand name
  • Types of messages, such as support, reminders, or updates
  • Message frequency disclosure
  • Message and data rates may apply
  • HELP instructions (text HELP for help)
  • STOP instructions (text STOP to stop)
  • Privacy Policy link
  • Terms and Conditions link

Example compliant disclaimer:
“By submitting this form and signing up for texts, you consent to receive customer support and informational text messages from [Company Name] at the number provided, including messages sent by autodialer. Consent is not a condition of purchase. Msg and data rates may apply. Msg frequency varies. Unsubscribe at any time by replying STOP. Reply HELP for help. Privacy Policy [link] and Terms [link].”

Complete message flow examples for A2P registration

  • Customer Care use case with a webform checkbox opt in

“The user can find our contact page at https://www.example.com/contact. On that contact form, we collect the user’s phone number as well as their text message consent. There is an optional checkbox that the user can select and there is a disclaimer next to the checkbox to let the user know that, by selecting that checkbox, they agree to receive text messages. We only send text messages to users that have agreed to receive them.”

  • Customer Care use case with a webform dropdown opt in

“The user can find our contact page at https://www.example.com/contact. On that contact form, we collect the user’s phone number as well as their text message consent. There is a dropdown menu that has two options, either yes to agree to receive text messages or no to disagree to receive text messages. There is a disclaimer next to the selection that includes the brand name, types of messages being sent, message and data rates disclosure, and message frequency disclosure. We only send text messages to users that have agreed to receive them.”

  • Customer Care use case with verbal opt in

“[Brand Name] will be collecting opt in verbally from their customers. The customers will be able to opt in to receive messages either in person at their physical location, or over a phone call if the customer calls. When a customer is registered for the first time, they are asked to provide the phone number, and staff is trained to ask if the customer would like to opt in to SMS based customer support notifications. They will be verbally informed that "Message and data rates may apply", "Message frequency may vary", and they can "text HELP for support or more information and STOP to unsubscribe at any time." They will also be informed that their phone number will not be shared with third parties for marketing or promotional purposes.”