Sender Availability Details

TELKOMSEL 
Local client requirements: letter of appointment, membership form and message format form.
International client requirements: sender ID, company, country, monthly traffic estimation, and message content. Estimated time for registration is three weeks. 

XL 
Local client requirements are a letter of appointment with the sender name included. Estimated time for registration is seven days. 
International client requirements: sender ID, company, country, monthly traffic estimation, and message content. 

3 (PT Hutchison CP Telecommunications) 
Local client requirements: letter of appointment, a sender that must be associated with a Brand/Company (the company should have a local business entity in Indonesia). 

International clients are not required to register senders. 

Avoid special characters in sender for this network as they might be displayed incorrectly on the handset, although " ", "_" and "-" are supported. Special characters in the message body are fully supported though. 

INDOSAT OOREDOO 
For Indosat, only alphanumeric senders are supported and require no prior registration with generic senders also being allowed. Sender IDs are case sensitive and special characters are supported.

** DTAC required sender registration on numeric sender, AIS will need registration on both alpha and numeric and there's no need to register sender for Truemove.

Using the Short Code to communicate with your clients can be very powerful, especially when combined with advanced features provided by the Infobip platform.

Here you'll find all you need to get a Short Code, including information how to use it properly.

Getting Started

In general, before you start with the program, the Account Manager and Infobip Support will help you define the program objectives and guide you through the process.

The U.S. Short Code program brief will describe the program in detail, including user experience (opt-in, opt-out, and message flow) and information on how the service will be promoted.

Account Manager will remain your main point of contact and will keep helping you from start to finish.

Get the Short Code

If you would like to start using a Short Code, you'll need to lease one first.

To register and lease a Short Code for commercial use U.S. Short Code Registry is the starting point. You can do it yourself or with the help from Infobip; Infobip can save you the time and hassle related to maintaining your campaign with the Registry.

Failure to renew your Short Code could lead to carriers de-provisioning your Short Code and interrupting live traffic.

Short Codes are leased for 3, 6, or 12 months, and the monthly fees range from $500 for a random Short Code to $1000 for vanity Short Code.

U.S. Short Code Brief

After you have obtained a Short Code, the next step is to prepare your U.S. Short Code Brief.

The U.S. Short Code Brief contains a clear summary of your program, opt-in process, message flows, and other necessary information about the program to be submitted to the carriers. It is important to include as many details as possible to aid the approval process. You need to provide a clear flow of your Short Code program to the carriers to ensure it gets approved as quickly and seamlessly as possible.

For the approval of your program, it's important that it is compliant with all the carrier requirements, applicable law, and industry standards. Industry standards require specific information to be included wherever the Short Code is advertised.

Call to Action

Call to Action is a very important part of compliance when it comes to the U.S. Short Code. It should communicate the following:

• Brand/company name
• Product/service description and instructions how to subscribe (i.e. keyword opt-in: “Text JOIN to SC 78645 and opt-in to Infobip alerts and notifications“)
• Message frequency (“Message frequency may vary” or “2msg/month“)
• Pricing disclosure („Message and data rates may apply“)
• Links to Terms & Conditions and Privacy Policy

It is important that end users clearly consent to opt into all the recurring-messages programs.

Explicit opt-ins are required. Users must understand they will receive messages and give consent to receive them.

Entering a number does not constitute as a compliant opt-in. The end user must consent for each program separately, even when the programs share the same Short Code.

Allowed opt-in methods:

• Entering a phone number online
• Clicking a button on a mobile webpage
• Sending a MO message to the Short Code
• Signing up at the point-of-sale
• Opting in over phone via IVR

Following the opt-in, a confirmation message must be sent to the user with the information specified inside the Call to Action, including customer care contact information.

Terms and Conditions

Terms and Conditions represent a legal contract between a company and its subscribers.

T&C should include:

• Company/brand name
• The nature of the service
• Instructions on how to opt in
• Short Code number
• Frequency disclosure
• Pricing disclosure
• Liability disclosure: “Carriers are not liable for delayed or undelivered messages”
• HELP and STOP instructions
• Contact info (either toll-free, email address, or a web contact URL)
• List of supported wireless carriers
• Privacy Policy or link to the Privacy Policy

EXAMPLE

Terms & Conditions example https://www.infobip.com/en/policies/terms/short-code.

Once you're done, you should have:

• Short Code receipt with the U.S. Short Code Registry
• Program brief
• Migration letter (only applicable for migration requests)
• Supporting websites: Call to Action and the Program Terms and Conditions

Registering With the Carriers

Before you can start using your Short Code and communicating with your end users, the carriers have to approve the program. This is a process that Infobip can do for you; it will generally take around 8 weeks due to each carrier’s provisioning and certification schedule. There are additional provisioning fees charged by carriers.

During these 8 weeks, Infobip will help you test the Short Code and coordinate with carriers to ensure the setup has been completed on their end too.

According to the regulations, every Short Code program must, at a minimum, support STOP and HELP keywords.

STOP keyword enables the end user to unsubscribe or opt out. It should be followed by a confirmation message.

HELP keyword sends information about the Program to the end user, including the support information about the Program as well as how to opt out.

When everything is ready, you'll be notified by your account manager. Next, you can launch your Program and proceed with live traffic.

Using U.S. Short Code

All numbers on the Infobip web interface and the use of these numbers must comply with the carrier compliance requirements, industry standards, and applicable laws. To ensure compliance, Short Codes are subject to an audit by the CTIA or by individual carriers. Infobip may also take a proactive approach to ensure the customers' campaigns meet all necessary requirements and standards.

In the event that the Short Code is found to be non-compliant, we will work with customers to regain compliance.

Short Code audits are typically performed with the CTIA Short Code Monitoring Handbook.

General guiding principles regarding the compliance of Short Code programs are:

• Display clear Call-To-Actions
• Offer clear opt-in mechanisms
• Send opt-in confirmation messages
• Acknowledge opt-out requests

Unsolicited Messages

Unsolicited messages may not be transmitted using Short Codes. Unsolicited messages are as follows:

• Messages delivered without prior express consent from the user or account holder, and
• Messages sent after the user has opted out.

Unapproved Content

No programs may promote unapproved or illicit content.

Messaging prohibitions:

• Depictions or endorsement of violence, adult or other inappropriate content, profanity or hate speech, and endorsement of (federally) illegal or illicit drugs
• Message content that deceives or threatens consumers is not permitted
• Message streams that result in excessive complaints or STOP commands typically indicate an unwanted message campaign and will not be allowed to continue
• Phishing
• Fraud or scams
• Deceptive marketing
• Distribution of malware or app downloads from non-secure locations
• Loan, debt consolidation, debt relief, and student loan programs from any enterprise that is not able to grant loans itself
• Affiliate marketing programs that seek to obtain opt-in subscriber lists

Campaigns prohibitions:

• Loan advertisements with the exception of messages from direct lenders for secured loans
• Work from home, 'secret shopper', and similar advertising campaigns
• Lead generation campaigns that indicate the sharing of collected information with third parties
• Campaign types not in compliance with recommendations of or prohibited by the CTIA Short Code Monitoring Handbook, Version 1.7 or later
• Shared Short Codes.

Opt-In

Messages must be delivered to a consumer's mobile device only after the user has opted in to receive them using one of the opt-in methods mentioned earlier.

Recurring-messages Short Code programs should send a single opt-in confirmation message that displays information verifying the customer's enrollment in the identified program. The opt-in confirmation message must be delivered immediately after the customer opts into the program. Opt-in messages must contain:

• The program (brand) name or product description,
• Customer care contact information,
• Opt-out instructions,
• Product quantity or recurring-messages program disclosure, and
• The “message and data rates may apply“ disclosure.

EXAMPLE

Welcome to Infobip Promo Alerts. Msg frequency varies. Msg&data rates apply. Text HELP for help, STOP to cancel

Italic parts are mandatory

Underlined part is the Program name

Bold part is message frequency

Opt-Out

Apart from using a keyword for opt-out, such as STOP, which is a minimum requirement, a program provider should acknowledge opt-outs in any similar form such as UNSUBSCRIBE, END, CANCEL or QUIT. Any subsequent text, punctuation, capitalization, or some combination of thereof must not interfere with the opt-out keyword functionality. It is advised for the program owner to periodically check message logs for any other opt-outs that were not detected by keywords or by the system running the program.

Opt-out confirmation message must communicate:

• Company/Brand name
• Confirmation that the subscriber has opted out and that no more messages will be sent
• Support contact information

EXAMPLE

You're now unsubscribed from Infobip Promo Alerts and will no longer receive messages. For more information, contact support@infobip.com.

Bold parts are mandatory

Underlined part is the Program name

A Quick Recap

Choose Infobip for your program hosting, guidance, and support

Acquire the Short Code, create program brief and website(s)

Apply for approval with carriers

Test your program

Launch your program

Monitor usage and maintain compliance