SeeClickFix 311 CRM customers utilizing an SMS (text) channel in Conversations are required to provide information so that CivicPlus can register the phone number with mobile carriers. To prevent spam, phone providers in the US require all SMS-enabled phone numbers to be registered. This process is known as U.S. A2P 10DLC registration and is required by all major U.S. telecommunications carriers.
Important Notes:
Missing or incomplete SMS policy requirements may delay or block registration.
These requirements are set by mobile carriers and enforced through CivicPlus’ SMS provider (Twilio)
CivicPlus is unable to register SMS campaigns without the required policy documentation
Your organization is responsible for the content and accuracy of its Privacy Policy and Terms of Service
Submit Registration
To register the organization's account and phone number for use with SMS texting, please submit the following information to Support:
Organization Information
EIN
Legal business name
Website URL
Address (must match the address registered for the EIN)
Primary Contact (Must be an Authorized Representative)
Name
Email
Phone number
Title (Director, General Manager, Vice President, CEO, CFO, General Counsel, or similar)
SMS Compliance Requirements
Mobile carriers now require additional documentation for SMS messaging as part of A2P 10DLC registration. CivicPlus cannot complete SMS registration without this information.
Privacy Policy and Terms of Service
Please provide:
A publicly accessible Privacy Policy URL
A publicly accessible Terms of Service URL
These must:
Not be behind a login
Reflect your organization’s messaging practices
Required SMS Disclosures
Your Privacy Policy and/or Terms of Service should include:
That residents may contact your organization using SMS
That your organization may respond using SMS
How users opt in (by initiating a message)
How users can opt out (by replying STOP)
That users can reply HELP for assistance
That message and data rates may apply
How user data is used in relation to messaging
Example Language (for Reference Only)
You may choose to include language similar to the following. Please review with your legal team before publishing.
Privacy Policy example:
If you contact [Organization Name] via SMS, we may use your phone number to respond to your inquiry. You may receive messages related to your request.
You can opt out at any time by replying STOP. For help, reply HELP. Message and data rates may apply.
Terms of Service example:
By contacting [Organization Name] via SMS, you consent to receive text message responses related to your request.
You may opt out at any time by replying STOP. For help, reply HELP. Message and data rates may apply.
SMS Auto-Response Requirement
Mobile carriers also require that users receive an initial response when they first text your number.
We recommend configuring an automatic response that:
Confirms receipt of the message
Identifies your organization
Includes standard SMS disclosures
Example:
“Thanks for contacting the City of [Name]. We’ve received your message and will respond soon. Reply STOP to opt out, HELP for help. Msg & data rates may apply.”
Notes:
This message may be required for successful SMS registration
CivicPlus may assist with configuring this if needed
Confirmation
Please confirm the following when submitting your information:
“Our organization’s Privacy Policy and Terms of Service are publicly accessible and include SMS-related disclosures that accurately reflect our messaging practices.”
Registration Timeline
The registration process for new accounts can take up to 3 weeks once the registration is submitted. Any issues with the information provided during registration can increase this time, so please make every effort to provide accurate information.
Recommended Timing
It is recommended to submit this information 4 to 6 weeks before your organization goes live with SMS texting in SeeClickFix 311 CRM Conversations.