Verbal Script Missing Brand Name
Why This Rejection Happens
The verbal script you provided for collecting consent does not clearly identify the Brand Name (or business name) that will be sending the messages. Carriers require that the consumer knows exactly who they are giving permission to, even in a verbal conversation.
Common Triggers: Scripts that say "Can we text you?" instead of "Can [Joe's Pizza] text you?", or using a generic term like "our company."
Root Cause Analysis
Primary Triggers
- Implied Context: You assumed that because the customer is standing in your store, they know who you are. However, the script itself must be self-contained for compliance auditing.
- Generic Phrasing: Using "us," "we," or "the office" instead of the specific registered Brand Name.
- Inconsistent Naming: The script uses a nickname or abbreviation that doesn't match the registered Brand Name (Code 2006 risk).
Required Elements
| Element | Required Language | Rationale |
|---|---|---|
| Brand Identity | "from [Brand Name]" | Explicitly links the consent to the specific sender entity. |
| Action | "receive messages" | Defines what the user is agreeing to receive. |
| Placement | Within the question | "Do you want texts from [Brand]?" not "Hi welcome to [Brand], do you want texts?" |
Step-by-Step Remediation
Identify Your Registered Brand Name
Check your 10DLC registration. Are you "Acme Corp" or "Acme"? Use the exact name (or valid DBA) in the script.
Insert Brand Name into the Script
Rewrite the script to include the name in the consent question itself.
✓ Compliant Script
"Do you agree to receive appointment reminders via text from Dr. Smile Dentistry? Message frequency varies. Msg & Data rates apply."
✗ Non-Compliant Script
"Do you want to sign up for our text alerts?"
(Who is "our"? Vetting agents will reject ambiguity.)
Update the "Call-to-Action" Field
Copy the full, corrected script and paste it into the "Call-to-Action / Message Flow" description field in your CSP portal.
Carrier-Specific Requirements
T-Mobile
- Requires the brand name to be "clear and conspicuous" at the point of opt-in. In a verbal script, this means it must be spoken as part of the consent request.
AT&T
- Will verify that the name in the script matches the name in the Brand Registration. If you use a nickname, you may need to add it as a "DBA" or "Trade Name."
MyTCRPlus Tools That Can Help
Brand Consistency Checker
Ensure the name you use in your script matches your official registration data.
Use This Tool →Audit Documentation Generator
Generate a training sheet for your staff with the exact compliant script to read.
Use This Tool →Pre-Resubmission Checklist
- The script contains the full Brand Name (not just "we").
- The Brand Name matches the TCR registration.
- The script explicitly asks for consent (it's a question, not a statement).
- All other disclosures (Fees, Privacy) are still present.
- I have updated the text in the campaign description field.
Common Mistakes to Avoid
❌ Using "The Doctor" or "The Store"
Generic titles are not brand names. You must say "Dr. Smith" or "Main Street Boutique."
❌ Assuming the "Welcome Message" Fixes It
Sending the brand name in the first text is required, but it does not excuse leaving it out of the opt-in script. The user needs to know who they are agreeing to BEFORE they get the first text.
Expected Timeline
This guidance provides general information about 10DLC compliance requirements. Clear identification of the sender is a fundamental consumer protection right under telecommunications regulations. Organizations should ensure their opt-in flows leave no ambiguity about who will be contacting the consumer. MyTCRPlus does not provide legal advisory services or regulatory representation.