Version 7 - Date of release: 7 July 2023., GENERAL TERMS AND CONDITIONS FOR SINCH SERVICES (“GTC”), , 1. DEFINITIONS, Capitalized terms are defined in the Glossary at the end of this document., 2. SUPPLY OF SERVICE AND RESTRICTIONS, 2.1 Supply of Service., Subject to the terms of the Agreement, SINCH will make the Service available to Customer., 2.2 Grant of Rights., SINCH grants to Customer a non-exclusive and non-transferable right to use the Service as permitted under the Agreement solely for the Customer’s internal business operations., 2.3 Acceptable Use Policy., With respect to the Service, Customer shall not: (a) except to the extent such rights cannot be validly waived by law, disassemble, decompile, reverse-engineer, copy, translate or make derivative works, (b) market, rent, sell, lease or use for non-civilian purposes, (c) transmit any content or data that is unlawful, including without limitation any unlawful voice calls, or infringes…, 2.4 Monitoring., SINCH may, but is under no obligation to, monitor use of the Service (only to the extent allowed by applicable law): (a) to comply with applicable law, regulation, or other governmental request or order including disclosing Customer Data in accordance with such law, regulation, request or order; (b) to verify Customer’s compliance with the Agreement; (c) to protect the integrity of…, 2.5 Compliance., Customer shall promptly provide any information as SINCH may request relating to Customer Data or Customer’s use of the Service: (a) to determine Customer’s compliance with the Agreement, and (b) in response to any request made by any regulatory or governmental or statutory body., 2.6 Operating Instructions., Customer shall comply, and use the Service in accordance, with the operating guidelines and policies relating to the use of the Services., 2.7 Suspension of Service., SINCH may suspend use of the Service: (a) as necessary to comply with applicable law or regulation; (b) to perform maintenance (whether planned or emergency) or repair to the SINCH Network; (c) if the use poses a threat to the integrity or continued operation of the SINCH Network or any part of it; (d) if the use is in breach of the Agreement or otherwise exposes SINCH to legal…, 2.8 Third Party Services and Application., The Service may include integrations with web services, software and/or application by third parties (other than SINCH or its Affiliates) that are accessed through the Service and subject to terms and conditions with those third parties., 2.9 Anti-Fraud, SINCH adopts measures to identify and prevent fraud and illegal practices during the use of the Service, including, without limitation, the verification of links inserted by the Customer during the use of the Service. SINCH does not represent that it will be able to block or prevent the transmission of fraudulent messages or voice calls. Customer is responsible for ensuring that its account is…, 3. SINCH RESPONSIBILITIES, 3.1 Provisioning., SINCH provides access to the Service as described in the Order Form., 3.2 Support., SINCH provides support for the Service as referenced in the Order Form., 3.3 Modifications., (a) The Service may be modified by SINCH. SINCH will inform Customer of modifications by email, the support portal, release notes, Documentation or the Service. The information will be delivered by email if the modification is not solely an enhancement. Modifications may include optional new features for the Service, which Customer may use subject to the then- current Supplement and…, 3.4 Excluded Events., Notwithstanding any provision to the contrary in the Agreement, SINCH shall not be liable for any failure to perform or any delay in performing an obligation under the Agreement if such failure or delay arises as a result of or in connection with the occurrence of an Excluded Event., 4. CUSTOMER RESPONSIBILITIES AND CUSTOMER DATA, 4.1 Customer Obligations., Customer shall: (a) comply with all laws and regulations applicable to it in connection with the Customer Data and Customer’s use of the Service, including but not limited to telecommunications laws and regulations, export control laws and regulations, economic, trade and financial sanctions laws, regulations, embargoes, restricted state lists or restrictive measures administered. (b)…, 4.2 Customer Data., Customer is solely responsible for all Customer Data. Customer (i) grants to Sinch (including its Affiliates and subcontractors) a nonexclusive, worldwide right to use, modify, adapt and process Customer Data to analyse, develop, test, and operate, provide and support the Services and/or any of products of SINCH and its Affiliates and (ii) acknowledges that neither SINCH, its Affiliates, nor…, 4.3 Personal Data., Customer will collect and maintain all Personal Data necessary to utilise the Service, and all required consents associated with such Personal Data, in compliance with applicable Data Protection Laws., 4.4 Co-operation, The Customer shall reasonably co-operate with SINCH in SINCH’s supply and support of a Service, including any diagnostic or other maintenance or upgrade activities., 4.5 Access and Security., Customer has the sole and exclusive responsibility for the installation, configuration, security (including firewall security), and integrity of all Customer facilities, systems, equipment, proxy servers, software, networks, network configurations and the like (the “Customer Equipment”) used in conjunction with or related to the Service(s) provided by SINCH, including, without limitation,…, 4.6 Disaster Recovery., Customer is solely responsible for all disaster recovery, business continuity and back up arrangements in respect of its own equipment and all of its Customer Data., 4.7. Test Account, . Sinch may make an account available to the Customer for the purposes of non-productive testing, demonstration and evaluation of certain Services. The terms of the Agreement shall govern the Customer’s use and access to such test account and test Services. The Customer shall ensure that the test account and test Services are used strictly for the purpose of non-production testing, demonstration…, 5. FEES AND TAXES, 5.1 Fees and Payment., Customer will pay fees as stated in the Order Form. For nonpayment, SINCH may, after prior written notice, suspend Customer’s use of the Service until payment is made. Customer cannot withhold, reduce or set-off fees owed during the Term. For any invoice the Customer fails to pay by its due date, interest will thereafter accrue on such unpaid amount at the maximum allowable rate. The fees payable…, 5.2 Taxes., Unless otherwise stated in an Order Form, fees and other charges imposed under an Order Form will not include taxes, including withholding taxes, all of which will be for Customer’s account. Customer is responsible for all taxes including withholding taxes, other than SINCH’s income and payroll taxes. If SINCH is required to pay taxes (other than its income and payroll taxes), Customer will…, 5.3 Set-off., SINCH may, without notice to the Customer, set-off any sums owed by the Customer under this Agreement and/or any other agreement with SINCH against any sums owed by SINCH to Customer regardless of the place of payment or currency of such obligations., 6. TERM AND TERMINATION, 6.1 Term., The Term is as stated in the Order Form., 6.2 Termination by Either Party., A party may terminate the Agreement: (a) upon thirty (30) days written notice of the other party’s material breach unless the breach is remedied during that thirty-day period; (b) as permitted under Sections 3.3(b), 6.3(b), or 8.1(c) (with termination effective thirty (30) days after receipt of notice in each of these cases); or (c) immediately if the other party files for bankruptcy…, 6.3 Termination by SINCH., In addition to the termination rights set out in Section 6.2, SINCH may also terminate the Agreement or any specific Service being affected at any time: (a) upon any termination of a network operator, third-party subcontractor, supplier, or interconnected carrier relationship with SINCH or its Affiliates or the discontinuance of support for equipment or a component of service necessary for…, 6.4 Effect of Expiration or Termination., Upon the effective date of expiration or termination of the Agreement: (a) Customer’s right to use the Service and all SINCH Confidential Information will end; (b) SINCH will cease providing the applicable Service; (c) Confidential Information of the disclosing party will be returned or destroyed as required in writing by the disclosing party; (c) Customer shall promptly pay to…, 6.5 Survival., Sections 1, 2.4, 2.5, 5, 6.4, 6.5, 8, 9, 10, 11, and 13 will survive the expiration or termination of the Agreement., 7. WARRANTIES, 7.1 Compliance with Law., Each Party warrants its current and continuing compliance with all laws and regulations applicable to it in connection with (i) in the case of Sinch, the operation of SINCH’s business as it relates to the Service and (ii) in the case of Customer, the Customer Data and the Customer’s use of the Services., 7.2 Disclaimer., Except as expressly provided in the Agreement, neither SINCH nor its subcontractors make any representation or warranties, and SINCH and its subcontractors disclaim all representations, warranties, terms, conditions or statements, which might have effect between the parties or be implied or incorporated into this Agreement or any collateral contract, whether by statute, common law or otherwise,…, 8. THIRD PARTY CLAIMS, 8.1 Claims Brought Against Customer., (a) SINCH will defend Customer against claims brought against Customer by any third party alleging that Customer’s use of the Service infringes or misappropriates a patent claim, copyright, or trade secret right. SINCH will indemnify Customer against all damages finally awarded against Customer (or the amount of any settlement SINCH enters into) with respect to these claims. (b) SINCH’s…, 8.2 Third Party Claim Procedure., (a) Customer will timely notify SINCH in writing of any claim. (b) SINCH will have the right to fully control the defense (and SINCH shall be free to delegate such claim to its third party insurer or indemnifier). (c) Customer shall fully cooperate in the defense of such claim and shall not undertake any action that is prejudicial to SINCH’s rights. (d) The Customer shall not…, 8.3 Exclusive Remedy., The provisions of Section 8 state the sole, exclusive, and entire liability of SINCH, its Affiliates, and subcontractors to Customer, and is Customer’s sole remedy, with respect to third party claims and to the infringement or misappropriation of third party intellectual property rights., 9. LIMITATION OF LIABILITY, 9.1 Unlimited Liability., Neither party will exclude or limit its liability for damages resulting from: (a) SINCH’s obligations under Section 8.1(a); (b) Customer’s obligations under any Indemnity; (c) unauthorised use or disclosure of Confidential Information; (d) fraud or fraudulent misrepresentation; (e) death or bodily injury arising from either party’s gross negligence or willful misconduct; (…, 9.2 Liability Cap., Subject to Sections 9.1 and 9.3, under no circumstances and regardless of the nature of the claim, shall the maximum aggregate liability of either party (or its respective Affiliates or SINCH’s subcontractors) to the other party or its Affiliates or any other person or entity (howsoever arising) under or in connection with this Agreement including (but not limited to) liability for breach of…, 9.3 Exclusion of Damages., Subject to Section 9.1: (a) Under no circumstances shall either party (nor its respective Affiliates or SINCH’s subcontractors) be liable to the other party or its Affiliates or any other person or entity (whether or not the other party had been advised of the possibility of such loss or damage) for any of the following types of loss or damage arising under or in relation to this Agreement (…, 9.4 Risk Allocation., The Agreement allocates the risks between SINCH and Customer. The fees for the Service reflect this allocation of risk and limitations of liability., 10. INTELLECTUAL PROPERTY RIGHTS, 10.1 SINCH Ownership., SINCH, its Affiliates or licensors own all intellectual property rights in and related to the Service, Documentation, design contributions, related knowledge or processes, and any derivative works of them, including any feedback Customer may provide to Sinch about the Service in connection with Customer’s use of the Service. All rights not expressly granted to Customer are reserved to SINCH, its…, 10.2 Customer Ownership., Customer retains all rights in and related to the Customer Data as between Customer and SINCH., 10.3 Non-Assertion of Rights., Customer covenants, on behalf of itself and its successors and assigns, not to assert against SINCH, its Affiliates or licensors, any rights, or any claims of any rights, in any Service or Documentation., 11. CONFIDENTIALITY, 11.1 Use of Confidential Information., (a) The receiving party will protect all Confidential Information of the disclosing party as strictly confidential to the same extent it protects its own Confidential Information, and not less than a reasonable standard of care. Receiving party will not disclose any Confidential Information of the disclosing party to any person other than its personnel or representatives or those of its…, 11.2 Exceptions., The restrictions on use or disclosure of Confidential Information will not apply to any Confidential Information that: (a) is independently developed by the receiving party without reference to the disclosing party’s Confidential Information; (b) is available to the public without breach of the Agreement by the receiving party; (c) at the time of disclosure, was known to the receiving…, 11.3 Compelled Disclosure, The receiving party may disclose Confidential Information pursuant to a lawful requirement or request from a court or governmental agency (including pursuant to of stock market rule or regulation); provided that prior to making any disclosure, the receiving party will (a) give the disclosing party written notice, to the extent commercially practicable and not otherwise prohibited by law,…, 11.4 Publicity., Neither party will use the name of the other party in publicity activities without the prior written consent of the other, except that Customer agrees that SINCH may use Customer's name and logo in customer listings or quarterly calls with its investors or, at times mutually agreeable to the parties, as part of SINCH's marketing efforts (including reference calls and stories, press testimonials,…, 12. DATA PROTECTION, Data Controller., The Customer acknowledges that SINCH shall act as an independent Data Controller with respect to the processing of Personal Data that is necessary to provide its communications services and carry out its necessary functions and business as a communication services provider, including necessary measures to prevent spam and fraud and measures for control, security, and maintenance of its network,…, 12.2 Data Processor., When SINCH processes Personal Data on behalf of the Customer (in accordance with Data Protection Law), SINCH can be qualified as a Data Processor and the Customer as a Data Controller as defined within this Agreement and the DPA applicable on the service. (a) The parties agree that, when SINCH acts as a Data Processor under applicable Data Protection Law, the DPA is applicable. (b) Each…, 13. MISCELLANEOUS, 13.1 Severability., If any provision of the Agreement is held to be invalid or unenforceable, the invalidity or unenforceability will not affect the other provisions of the Agreement., 13.2 No Waiver., A waiver of any breach of the Agreement is not deemed a waiver of any other breach., 13.3 Electronic Signature., Electronic signatures that comply with applicable law are deemed original signatures., 13.4 Regulatory Matters., SINCH Confidential Information is subject to export control laws of various countries. Customer will not submit SINCH Confidential Information to any government agency for licensing consideration or other regulatory approval, and will not export SINCH Confidential Information to countries, persons or entities if prohibited by export laws., 13.5 Notices., All notices will be in writing and given when delivered to the address set forth in an Order Form with copy to the legal department. Notices by SINCH relating to the operation or support of the Service, and as otherwise permitted in the GTC or an Order Form (including, but not limited to, those under Sections 2.7 and 5.1 of this GTC) may be in the form of electronic mail to Customer’s authorised…, 13.6 Assignment., Without SINCH’s prior written consent, Customer may not assign or transfer the Agreement (or any of its rights or obligations) to any party. SINCH may assign the Agreement to any of its Affiliates. Any attempted assignment in violation of the provisions of this Section will be void ab initio., 13.7 Subcontracting and use of Affiliates., SINCH may subcontract parts of the Service to third parties. SINCH is responsible for breaches of the Agreement caused by its subcontractors. Nothing shall prevent SINCH from delegating the performance of any or all of its obligations under this Agreement to any Affiliate., 13.8 Relationship of the Parties., The parties are independent contractors, and no partnership, franchise, joint venture, agency, fiduciary or employment relationship between the parties is created by the Agreement., 13.9 Rights of third parties., Except as specifically provided for in this Agreement, this Agreement does not give rise to any third party being a third party beneficiary of this Agreement or being entitled to any rights whatsoever, including, but not limited to, the right to enforce any term of this Agreement. Under this Agreement, any liability, loss or damage incurred or suffered by an Affiliate of SINCH in relation to the…, 13.10 Force Majeure., Any delay in performance (other than for the payment of amounts due) caused by conditions beyond the reasonable control of the performing party is not a breach of the Agreement. The time for performance will be extended for a period equal to the duration of the conditions preventing performance., 13.11 Anti-Corruption, The Parties, in addition to acting according to this Agreement, will comply with all Anticorruption and Bribery applicable legislation. Neither party nor its officers, directors, employees, agents, affiliates, delegates or representatives shall pay, offer or promise to pay or authorize the payment, directly or indirectly, of any money, gift, or any other type of favoring to an official or…, 13.12 Export Regulations, Customer acknowledges that the products delivered by SINCH under this Agreement may be controlled under applicable export and import control or sanctions laws and regulations and Customer may require an export or import license from a government authority to export, transfer or import any Hardware, Software or Documentation. Customer represents that it is not on any sanction lists such as the EU…, 13.13 Governing Law., If the Customer is located in: (a) Argentina, the Agreement is governed by the laws of Republic Argentina and the Parties chose the court of Buenos Aires, to resolve the questions or controversies arising from the Agreement, excluding any other, as privileged as it may be; (b) Australia, the Agreement and any claims relating to its subject matter will be governed by and construed under…, 13.14 Entire Agreement., The Agreement constitutes the complete and exclusive statement of the agreement between SINCH and Customer relating to the subject matter of the Agreement and supersedes all prior agreements, arrangements and understandings between the parties relating to that subject matter. Each party acknowledges that in entering into the Agreement it has not relied on any representation, discussion,…, Glossary, 1.1 “, Affiliate, ” means SINCH or any legal entity in which Customer or SINCH, directly or indirectly, holds more than fifty percent (50%) of the entity’s shares or voting rights. Any legal entity will be considered an Affiliate as long as that interest is maintained. 1.2 “, Agreement, ” means an Order Form and documents incorporated into an Order Form. 1.3 “, Confidential Information, " means (a) with respect to Customer: (i) Customer marketing and business requirements, (ii) Customer implementation plans, and/or (iii) Customer financial information, and (b) with respect to SINCH: (i) the Service, Documentation, and (ii) information regarding SINCH research and development, product offerings, pricing and availability. (c) Confidential Information of either SINCH or…, Customer Data, ” means any content, messages, data and/or information that Customer delivers or uploads to the SINCH Network or to a Service or provides via a Service. Customer Data and its derivatives will not include SINCH’s Confidential Information nor any usage data that arises or SINCH generates in the supply of the Service. 1.5 “, Data Controller, ” means given to it in the GDPR. 1.6 “, Data Processor, ” means given to it in the GDPR. 1.7 “, Data Processing Agreement, ” is the Data Processing Agreement (“, DPA, ”) applicable on the Services, and of which the most recent version can be found at https://www.sinch.com/data-protection-agreement/ . 1.8 “, Data Protection Law, ” means the relevant laws and other regulations applicable to the collection, use, storage, disclosure or otherwise processing personal data (such as but not limited to and as far as applicable the General Data Protection Regulation or the “, GDPR, ”), the California Privacy Rights Act (the “, CPRA, ”) and California Consumer Privacy Act (the “, CCPA, ”) and as further defined within the DPA. 1.9 “, Documentation, ” means SINCH's then-current technical and functional documentation as well as any service descriptions and roles and responsibilities descriptions, if applicable, for the Service which is made available to Customer with the Service. 1.10 “, Excluded Event(s), ” means any of the following: (i) a fault in, or any other problem associated with, systems not operated or managed by SINCH; (iii) any breach of the Agreement by the Customer or a third-party within the Customer’s direct control or any third party supplier to the Customer;(iv) any act by the Customer which interferes with or impedes the supply and support of the Service; (v) any suspension of…, General Data Protection Regulation, ” or “, GDPR, ” the General Data Protection Regulation (EU) 2016/679 of the European Parliament and the Council, as amended, supplemented and/or varied from time to time. 1.12 “, Indemnity, ” means any section within an Order Form, Supplement or GTC identified as an indemnity either by its wording or its heading. 1.13 “, Intellectual Property Rights, ” means copyrights, database rights, patents, patent applications, patent rights, trademarks, trademark applications, trademark registrations, trademark rights, trade secrets, rights in know-how and all other intellectual property and proprietary information rights as may exist now or hereafter come into existence under the laws of any country and all pending applications for and right to apply…, Order Form, ” means the ordering document for a Service that references the GTC. 1.15 “, Personal Data, ” information about an individual that is defined as “personal data” or “personal information” as defined within the DPA and, if necessary, further defined within in the applicable Data Protection Law, such as but not limited to the GDPR 1.16 “, Service, ” means any distinct service or services that SINCH provides pursuant to an Order Form including any support associated with such service or services. 1.17 “, SINCH Network, ” means the digital networks (wireless or otherwise), server(s), hardware, software and/or any other equipment that SINCH owns, operates or leases, in its sole discretion, in connection with the supply of the Service and including any extranet access provided by SINCH in connection with the supply of the Service. 1.18 “, Supplement, ” means the Supplemental Terms and Conditions that apply to the Service and that are incorporated in an Order Form. 1.19 “, Term, ” means the term identified in the applicable Order Form, including all renewals.
Type: Legal page
Type: Webinar
Type: Event: Sponsored
If you're in the thick of evaluating customer communication methods, you've likely felt the pinch of conventional messaging. Traditional numbers, while familiar, were designed with person-to-person (P2P) communication in mind, not the hustle and bustle of modern business communication. And then there are shared short codes – a breeding ground for scams and malware that were even banned by…, It’s efficient, compliant, and cost-effective., In this guide, we’ll cover what 10DLC is, what its benefits are, which businesses can benefit from it, and how to use it for your brand., What is 10DLC?, 10DLC stands for 10-Digit Long Code. It’s a specialized phone number type that U.S. mobile operators have given a green light for A2P messaging. It allows businesses to send text messages directly to their customers using a 10-digit business (landline) phone number that mirrors the familiar format of personal phone numbers. This method extends across the North American Numbering Plan (NANP),…, 10DLC allows brands to send text-based communications via SMS and MMS., With 10DLC, you can tailor your outreach to meet diverse customer preferences and needs, all while using a single, compliant, cost-effective business number. Additionally, because these are your business numbers, you most likely have voice enabled on them as well, making 10DLC your one-stop shop for voice, SMS, and MMS messaging. Whether announcing a new product, offering customer support, or…, 10DLC vs toll-free long codes and short codes, Understanding the differences between 10DLC, toll-free long codes, and SMS short codes can be tricky, but also important so you know your options inside out. 10DLC is tailored for business-to-consumer communication and offers a blend of the personalized touch of traditional phone numbers with the efficiency and compliance needed for mass messaging. 10DLC is a great solution for A2P messaging,…, 10DLC strikes a balance between personalization and mass communication, toll-free numbers prioritize customer service, while short code numbers cater to high-volume, broad-reach campaigns., Benefits of 10DLC messaging, 10DLC opens up valuable new opportunities to connect with customers. By following a few simple protocols, brands can now reach mobile users via SMS using a 10-digit phone number. Read on to learn how switching to 10DLC can increase engagement, improve message delivery rates, and help future-proof your SMS messaging strategy. , Higher SMS message volumes and throughput, Dispatch your messages swiftly and reach your audience exactly when it matters most with 10DLC messaging. Unlike traditional messaging systems that can bottleneck under heavy loads, 10DLC handles the high-volume demands of modern businesses, ensuring your communication is both timely and efficient. , This is great for businesses where message timing is critical., For example, e-commerce companies launching flash sales, event organizers sending real-time updates, or service providers offering timely customer support can all benefit from 10DLC. Sending large numbers of messages ensures your audience receives important information without delay, directly influencing customer satisfaction, experience, and revenue. Additionally, 10DLC messaging is ideal for…, Local area code, A message from a local number reduces the skepticism often associated with unknown or generic numbers, while also identifying recipients as being from their area. For example, a restaurant chain using 10DLC to send promotional SMS with updates can use local area codes for each location. This recognition boosts your message's open and engagement rates – it's like getting a letter from a neighbor…, Improved deliverability and reliability, Since 10DLC numbers are registered specifically for A2P traffic, U.S. carriers recognize them as legitimate sources of mass messaging. This 10DLC registration process reduces the chances of your messages being filtered out or rejected as spam. The benefit here is twofold: your messages reach their intended recipients more consistently and the delivery reliability also improves your brand's…, Regulatory compliance, Unlike person-to-person (P2P) long codes, which aren't designed for mass messaging and may violate regulations, 10DLC numbers are ideal for A2P messaging. This means they're pre-approved for the type of mass communication efforts businesses undertake to ensure compliance with industry standards and regulations from the start. How does this help you? First,, it reduces the legal and operational risks, associated with non-compliance, such as fines or messaging service interruptions. Secondly,, it streamlines setting up and launching messaging campaigns, , saving valuable time and resources. For example, a health clinic using 10DLC for appointment reminders and health tips can do so knowing their communications align with telecommunications standards, avoiding penalties and ensuring their messages reach their patients without issue. Regulatory compliance of 10DLC messaging offers peace of mind and operational efficiency. Mobile carriers,…, Cost-effective with added flexibility, With 10DLC, you're not juggling multiple numbers or platforms – one number supports SMS, MMS messages , and voice communications. This unified approach simplifies your messaging infrastructure and reduces costs for managing separate channels for different communications. For starters, it provides a more cohesive communication strategy where you can tailor and adapt messages without needing…, Supports a great customer experience, 10DLC messaging improves customer experience and allows you to build long-term relationships with your audience. High deliverability rates ensure your messages reach your customers without getting lost or falling victim to spam filtering. Plus, a local business number adds a personal touch and makes your communications feel more friendly and less intrusive. These elements combined create a…, Who should use 10DLC?, A2P 10DLC is excellent for a wide range of businesses that need to send alerts, reminders, OTPs, or promotional content. It's especially critical for you if you rely heavily on notifications to keep your audience engaged and informed. Here are some businesses that should use 10DLC. , Retailers, Retailers can use 10DLC to build more personalized and responsive customer relationships. It enables a direct and effective way to reach customers to improve engagement and sales. Here are some retail use cases for 10DLC: , Send targeted promotions and discounts, directly to customers and encourage immediate action. , Automatically confirm orders, to provide customers with peace of mind immediately after purchase. , Keep customers informed, with real-time updates on the status of their deliveries. , Gather valuable feedback, by sending surveys post-purchase or post-interaction. , Alert customers, to in-store events, sales, or VIP shopping sales. , Share updates, about loyalty points, rewards, and exclusive offers to engage and retain customers. , Provide OTPs, to consumers trying to log into their accounts. , Enterprises that need cost-effective messaging, Enterprises constantly seek efficient, cost-effective ways to communicate with their audience, and 10DLC offers just that, bringing the perfect blend of affordability, scalability, and reliability. Enterprise use cases for 10DLC can include: , Share company news, , policy updates, or important alerts to employees and stakeholders. , Send event reminders, or internal survey links to boost employee involvement. , Alert customers and partners, about new product releases or updates. , Provide timely notifications, during critical situations to ensure safety and continuity. , Integrate with CRM systems, for automated customer communications like appointment reminders or service feedback requests. , Businesses focused on compliance, If you operate in an industry that prioritizes compliance like healthcare, finance, and education, you’ll find 10DLC a critical asset. It aids compliance, offering peace of mind and reducing the risk of penalties. Types of businesses in this category include: , Nonprofits, can engage with donors, volunteers, and beneficiaries about fundraising events, program updates, and emergency assistance efforts to ensure messages are respectful and comply with solicitation laws. , Healthcare providers, can send appointment reminders, patient care follow-ups, and public health notifications, all while adhering to HIPAA regulations. , Financial institutions, can deliver OTPs, account alerts, fraud warnings, and transaction confirmations to ensure compliance with financial communication regulations. , Educational institutions, can communicate with students and parents about emergencies, school events, and academic reminders in a manner that respects privacy laws. , Government agencies, can issue public safety announcements, community alerts, and citizen engagement messages that follow government communication standards. For businesses and organizations in these sectors, 10DLC provides a framework that respects the stringent regulatory requirements inherent to these industries., Best practices for 10DLC campaigns, Now that you know the basics of 10DLC, let's discuss some best practices for running effective campaigns. Applying these tips will help you create relevant messaging, drive engagement, and get the most out of the 10DLC platform. , Create descriptive names for your campaigns, to help recipients understand the context immediately, enhancing engagement. Choose names that reflect the campaign's intent and content, making it easier for users to recognize and trust your messages. , Include compliance information in every message, such as including your brand name, and instructions for "help" and "stop" to opt-out. Brand recognition, transparency and opt-out instructions satisfy regulatory requirements and build trust with your audience. , Provide a clear description of your campaign, because a well-articulated campaign purpose removes ambiguity and sets the right expectations. For example, if your campaign concerns customer feedback, specify this to avoid confusion. , Ensure all submitted information is accurate, as your company name, tax ID, and address must all match your official records. Accuracy is key to avoid delays or rejections in campaign approval. , Avoid public URL shorteners, since U.S. carriers often block messages containing links from programs like bit.ly or tiny.url, which are often fraudulent. Instead, use branded/private paid-for short links to maintain message integrity and deliverability. , Control the messaging throughput level, to maintain quality and avoid carrier penalties. It’s better to handle this internally than rely on your connectivity partner to manage it. Six best practices for 10DLC campaigns to maximize impact., Get started with 10DLC, Getting started with 10DLC is a simple two-step process: registering your brand and campaign information. One brand can have multiple campaigns, and each customer can have multiple brands. As you’ll see, choosing the right SMS provider can make all the difference when navigating the nuances of 10DLC. , Step 1: Register your brand , To send 10DLC campaigns, brands must register with The Campaign Registry (TCR): If you’re not a Content Service Provider (CSP), Sinch can manage all your registration needs. Get in contact with our team, and then we'll ask you for your company name, tax ID, and contact details so we can take care of the rest. Or, if you're a CSP, visit TCR and select "Register Now". Then, as you set up your…, Step 2: Register your campaign, Once your brand has been verified, and hopefully vetted, register your messaging campaigns through with these steps: If you’re a Sinch customer, log in to the Customer Dashboard and enter in your campaign information from the left side menu under “SMS.” If you’re a CSP, log into the TCR portal, select "Register Campaign" and choose Sinch as your connectivity partner. You can have multiple…, Step 3: Purchase or port your 10DLC numbers, The next steps involve getting 10DLC numbers for your campaigns and having them text enabled. At Sinch, we can assist with both. Throughput is set at the number/campaign level (AT&T) or brand level (T-Mobile). If porting an existing number, you must provide Letters of Authority. Prior to 10DLC you may have used many numbers to send your messages and stay below throughput thresholds. With…, Step 4: Submission, If you’ve registered your 10DLC campaigns with Sinch and tied your numbers to the campaigns, you’re all set to go. Start messaging! If you’re a CSP, and have registered your brand and campaign in TCR, and selected Sinch as your DCA we’ll take it from there. We’ll do all the back-end work and once your campaign has been reviewed and approved, you’ll be all set to go., Contact a 10DLC expert, Contact our team of experts at Sinch to begin the approval process and improve your business text messaging experience. With our guidance, you can get set up on 10DLC quickly and maximize customer engagement with impactful messaging.
Type: Blog Article
In recent years, Artificial Inflation of Traffic (AIT) has cast a shadow over the messaging ecosystem, leaving brands grappling with inflated costs and diminished trust. AIT is a type of SMS fraud that generates high volumes of fake Application-to-Person (A2P) SMS traffic through mobile applications or websites. It distorts metrics and misleads everyone involved, from operators, to SMS service…, Key findings about the current state of AIT from Mobilesquared, Let’s dive into four key findings from the report about how AIT is changing the way brands use messaging. , Finding 1: International termination rates (ITR) are on the rise, Over the last two years, international termination rates (ITR) have doubled. For clarity, ITR refers to the fee paid by one telecommunications carrier to another for terminating international calls on its network – essentially, it’s the charge incurred when a call originates in one country and terminates in another. The report found how much mobile operators have substantially increased their…, Finding 2: OTPs are in high demand, creating a perfect avenue for AIT, SMS is a perfect channel for sending OTPs because consumers expect to receive these messages within seconds. SMS offers a level of reliability for sending OTPs that’s unmatched by any other communication channel because of its reach and immediacy. According to the report,, OTPs now constitute approximately 89% of total international traffic, . Given that OTPs are primarily sent via international routes, brands must pay existing ITRs to ensure delivery. When it comes to trends that define AIT, Lee Suker, Head of Authentication and Number Information at Sinch, says it best . “It can take just one bad actor to disrupt parts of the mobile ecosystem and generate fake SMS OTP traffic. And the longer the chain of trust, the more…, Finding 3: AIT is everywhere, The increase in ITRs and the number of brands that are sending OTPs via international traffic has created a “perfect storm” scenario for AIT. And it’s cause for significant concern. According to the report, over the last 24 months, AIT has emerged as the foremost threat to the monetization of A2P SMS, more so than even grey routes . Here are a few more of their findings: Between, 19.8 billion and 35.7 billion, fraudulent AIT messages were sent in 2023 alone, constituting a significant chunk of total international traffic – nearly 5%. AIT cost brands a staggering, $1.15 billion in 2023, alone, illustrating its substantial financial ramifications. Furthermore, brands have been compelled to escalate spending on international traffic over the last couple of years, with expenditures ranging from, 10% to 40% above the expected market growth rate, . This spending is highlighting the need to address the threat of AIT to secure the messaging ecosystem. , Finding 4: AIT has hit its peak, The report presents that, AIT had its peak in 2023, , having a projected cost of $655.6 million in 2024. The cumulative impact of AIT from 2022-2024 is estimated to be around $2.4 billion. At the same time, brands are exploring other channels, like WhatsApp, in-app push notifications, and email. This may have to do with higher termination rates and the conversational nature of these channels. But when it comes to SMS, the report details, brands…, SMS remains in their long-term plans, . Here’s how brands are being strategic to navigate the evolving landscape of SMS while also combatting AIT., What leading businesses are doing to combat AIT, While the report paints a growing picture of the impact of AIT on brands, big enterprises are stepping up to tackle AIT head-on. Understanding the critical importance of SMS, these brands implemented anti-bot protection and partnered with Sinch to proactively monitor conversions using both manual and automated methods. , How a global e-commerce business combats AIT, One global e-commerce company offers a compelling example of combatting AIT. They partnered with Sinch and started with manual detection methods, blocking suspicious traffic from going to specific destinations or based on volumetric alerts. Eventually, they transitioned to an automated AIT detection and prevention system which analyzes traffic patterns and identifies statistically unlikely…, blocked 9.2 million AIT SMS messages, saving approximately $806,000., Building on this success, they estimate savings of around $5 million from January to October 2023. This case shows how being proactive can really make a dent in the financial impact of AIT. Over the course of 18 months, a large global e-commerce company used defined control measures that allowed them to identify and block AIT. , Example of a last-mile delivery company combatting AIT, Noticing severely inflated traffic and low conversion rates with their previous CPaaS provider, a popular last-mile delivery company found itself at a crossroads. They decided to transition from their previous provider to Sinch, aiming to address the signs of AIT they saw head-on. They configured automated blocking rules designed to limit abnormal traffic behavior for all types of numbers and…, 2.7 times more traffic than their actual volume, due to AIT. And by migrating to Sinch Verification with automatic blocking rules, they achieved a remarkable, 70% reduction, in the number of SMS verification attempts globally., Making a cleaner A2P SMS ecosystem for everyone, Combatting AIT is a shared responsibility of the messaging ecosystem, from brands, to aggregators, and mobile operators. Our experience has shown the most successful businesses effectively combat AIT by partnering with a provider that has robust detection and mitigation strategies in place, like: , Automated AIT detection:, The provider should have automated mechanisms that monitor conversion rates and trigger an alert when conversion percentages drop below expected norms. , A process in place on how to handle detected AIT:, They should have a clear, standardized process for handling detected AIT instances. This includes protocols for investigation, escalation, and resolution. , A plan to block identified AIT based on country tier:, They should have a structured plan to block AIT on destination network level and MSISDN range level. At Sinch, we prioritize combatting AIT and have implemented comprehensive measures to address this challenge. Our approach includes: , Having a zero-tolerance approach to AIT:, This means that any instance of AIT is swiftly identified and dealt with. , Partner agreements:, We uplift partner agreements to address AIT. , Routing strategy to exclude fraudsters:, Our routing strategy is designed to exclude fraudsters to keep our network as clean as possible. , Proactive traffic monitoring:, We proactively monitor traffic to identify abnormal usage patterns and inform clients if we detect it. , Over 600 direct carrier connections:, With over 600 direct carrier connections to operators, we maintain a clean ecosystem and minimize opportunities for third parties to benefit from fake traffic. Join us in the fight against AIT. Learn more about our approach to SMS fraud and how we’re helping to safeguard the integrity of the messaging ecosystem.
Type: Blog Article
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When you’re spending millions on your digital marketing campaigns, you need to ensure that you’re getting a decent return on every service you invest in. And if there’s one area where most enterprises struggle, it’s getting people to actually engage with your key marketing assets., WhatsApp click-to-chat is emerging as a high-ROI channel for enterprises leveraging conversational marketing., When you bring a discussion to the world’s most popular messaging chat app, you can massively increase one-on-one engagement, which means more sales and leads. Let’s take a close look at WhatsApp click-to-chat and how your enterprise can make the most of this tool in future marketing strategies., What is WhatsApp click-to-chat?, The premise of WhatsApp click-to-chat is simple: click a chat link, open a WhatsApp chat . It’s just like a traditional lead capture form but condensed into one single click. All you have to do is leave a link or a WhatsApp button on your website, email, social media, or anywhere else, and a business chat will open in the Android/iPhone app or in WhatsApp web. A pre-filled message template…, What are ads that click to WhatsApp?, Click-to-WhatsApp ads have a similar premise, except you’re able to use WhatsApp click-to-chat in your Facebook and Instagram advertising campaigns. With this feature, you can add a call-to-action to your ads that instantly connects users to your brand’s official WhatsApp Business account. Rather than sending them to a landing page, a WhatsApp chat opens and interested users are able to voice…, What are the benefits of WhatsApp click-to-chat?, When you’re running a large business and juggling leads, you can’t waste time and money on solutions that don’t work. So what makes WhatsApp click-to-chat worth your attention?, Global reach, : With over two billion monthly active users around the world, you can benefit from nearly unlimited campaign extensibility. , High engagement, : People are more open to having a conversation when you approach them on a platform they’re familiar with. WhatsApp has average open rates of over 98% – if you have a good enough pitch, you’ll get bites. , User-initiated conversations, : You’re not just here to blindly advertise, but to have a genuine conversation. WhatsApp’s free entry point conversations incentivize 72-hour chats between brands and consumers. , Lower cost-per-acquisition (CPA), : Thanks to facilitating direct user engagement, WhatsApp click-to-chat links eliminate the need for intermediaries. Engagement, conversion, and marketing happens entirely within WhatsApp. , Convenience, : To convert customers, make the process for them to reach out to you as easy as possible. For example, WhatsApp allows users to easily add your business to their contact list without needing to hunt down your phone number. , Better customer experience, : Offering your customers a comfortable and streamlined experience is a great way to convert, and it allows them to get in contact any time. , Use cases for WhatsApp’s click-to-chat feature, Other enterprises are already successfully leveraging WhatsApp click-to-chat in their own marketing channels . Here are just a few of the many use cases: , Targeting and retargeting ads, Meta’s Ads Manager allows you to pick from six campaign objectives for your click-to-WhatsApp ads, including engagement, conversions, or sales, and push your ad to relevant audiences by age, location, gender, or lookalike audiences. Retargeting strategies also hook in users who slipped out of the funnel. By personally re-engaging these users through WhatsApp chat, you may just be able to make the…, Lead generation, Fostering a one-on-one connection allows you to personally guide potential customers down the sales funnel. Many enterprises are ditching traditional, impersonal landing pages in favor of starting a conversation. WhatsApp’s one-click chat and the right business template instantly gets users talking. Click-to-WhatsApp ads, in particular, benefit from this efficiency, dropping potential leads right…, Online advertisements, Integrating WhatsApp click-to-chat into your Facebook and Instagram ads facilities seamless communication via WhatsApp Business messaging . The interactive nature of this, along with the direct communication line, can lead to more ad clicks, engagement, and higher-quality leads. , Customer support and service, Advertising isn’t the only area in which WhatsApp click-to-chat excels. You can also use it as a live customer support and FAQ tool, offering assistance to anyone, anywhere and anytime of the day. Support agents can send photos or videos to assist with troubleshooting, or even voice chat and screen share with people who need extra help. And when you have a large volume of support requests,…, Appointment scheduling and booking, Scheduling appointments and bookings can be a logistical nightmare for large businesses. WhatsApp’s click-to-chat solution integrates with WhatsApp Flows and allows you to smoothly handle any volume of incoming appointments. , Order placement and tracking, The click-to-chat functionality can also be used to place product orders, track existing order status, and answer user inquiries about your products. Along with selling products, you also offer a better customer experience and foster long-term brand loyalty. , Feedback and surveys, Gathering meaningful feedback from users can be tough. People are more willing to answer a few extra questions while actively engaged in conversation and will likely be receptive to follow-up feedback requests down the line., Best practices for click-to-WhatsApp ads, If you’re going to use click-to-WhatsApp ads, you want to make sure you do it right. Keep these best practices in mind as you design your ad campaign. , Get opt-in, WhatsApp chats are a great conversation starter, but make sure you get permission before you take the discussion further. Follow these opt-in guidelines if you want to keep messaging after 72 hours:, State your request clearly, : State your business name and ask for permission to continue the conversation. , Explain what you’ll send, : Outline what messages the user can expect to receive, from order updates to product recommendations. If you want to send different categories of messages, obtain another explicit opt-in. , Let people opt out, : Give clear instructions on how users can opt out, and if someone asks you to stop, discontinue right away. , Offer incentives, : Provide discounts or other rewards if users agree to receive WhatsApp messages and notifications. , Integrate a chatbot, When you have thousands of potential leads and far fewer support agents, offloading the simple queries and letting them handle the difficult problems can be very valuable. AI chatbots are capable of answering even moderately complex questions and product inquiries. Give users the option to speak to a human, but don’t overlook the value of a 24/7 chatbot plugin. , Follow through on your ad’s promise , If you want to make users happy, then don’t beat around the bush. Whatever you promised in your ad, be it a discount code, freebie, or answers to their questions, give it to them ASAP. This might seem obvious, but you’d be surprised by how many brands don’t fulfill their promises and wonder why their customers have lost interest. Once you’ve followed through, you can start a conversation and…, Upsell and cross-sell with product recommendations, WhatsApp is a conversational platform by nature, and slipping relevant products into the conversation is easier than you may think. When engaged directly, customers are more willing to entertain your recommendations. Chatbots are also capable of helping you with upselling and cross-selling, since they can reference your entire product catalog. When you’re making thousands of sales a day, offering…, Get started with WhatsApp click-to-chat, If you’re ready to launch your WhatsApp marketing campaign, start by connecting your WhatsApp Business account to an existing Facebook Business Page. You’ll then unlock the full assortment of WhatsApp Business features. But for enterprises handling thousands or millions of requests a day, the free mobile app won’t do the job. The WhatsApp Business API is much more powerful, streamlining and…
Type: Blog Article
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