Verbal Script Missing Message Type
Why This Rejection Happens
The verbal script you provided asks for consent generally ("Can we text you?") but fails to specify what kind of messages the user will receive. Consumers must know if they are signing up for marketing, appointment reminders, or account alerts before they say "Yes."
Common Triggers: Scripts like "Can we get your number for the file?" or "Do you want to opt-in to SMS?" without defining the content scope.
Root Cause Analysis
Primary Triggers
- Undefined Scope: The script asks for permission but leaves the content open-ended. This is a liability because a user might agree to "shipping updates" but you send "marketing," which is a violation if not disclosed.
- Generic Terms: Using vague terms like "updates" or "notifications" without context. Be specific: "Shipping updates" or "Appointment notifications."
- Omission: The script simply requests the phone number without any qualifying statement about texting purposes.
Required Elements
| Element | Required Language | Rationale |
|---|---|---|
| Message Type | "promotional alerts," "appointment reminders," "account updates" | Defines the nature of the traffic. |
| Context | "receive [Type] from [Brand]" | Links the sender to the specific content type. |
| Accuracy | Must match campaign Use Case | If you registered "Marketing," the script must say "marketing" or "promotional." |
Step-by-Step Remediation
Determine Your Campaign Type
Check your 10DLC registration Use Case. Is it Marketing? Customer Care? Delivery Notifications?
Rewrite the Script with Specificity
Replace generic words like "texts" or "info" with the specific category of messaging.
✓ Compliant Script
"Do you agree to receive promotional offers and coupons via text from Joe's Pizza? Msg frequency varies. Std rates apply."
✗ Non-Compliant Script
"Do you want to receive texts from us?"
(Too vague. Could mean anything.)
Update the "Call-to-Action" Field
Paste the revised script into the "Call-to-Action / Message Flow" description in your CSP portal. Ensure it includes the Brand Name, Message Type, Frequency, and Fees disclosure.
Carrier-Specific Requirements
T-Mobile
- Requires a clear "Program Description." The consumer must understand the value exchange: "I give you my number, you give me [Message Type]."
AT&T
- If the script says "updates" but you send "marketing," AT&T will flag this as a content mismatch. Be honest in the script about the promotional nature of the messages.
MyTCRPlus Tools That Can Help
Consent Form Builder
Generates compliant scripts and checkbox text that automatically includes the correct message type descriptions.
Use This Tool →Audit Documentation Generator
Create a "Script Card" for your POS staff to ensure they always read the compliant description.
Use This Tool →Pre-Resubmission Checklist
- The script explicitly states what will be sent (e.g., "reminders").
- The message type matches the registered Use Case.
- If sending marketing, the script says "marketing," "promos," or "offers."
- The script is pasted in the description field.
- Other mandatory disclosures (Brand, Fees, Privacy) are present.
Common Mistakes to Avoid
❌ "For your file"
Asking for a number "for the customer file" or "to look up your account" does NOT grant permission to send texts. You must ask specifically about receiving SMS.
❌ Fear of Saying "Marketing"
Don't be afraid to say "marketing texts." It's better to be honest and get approved than to hide it and get rejected (or fined).
Expected Timeline
This guidance provides general information about 10DLC compliance requirements. Defining the scope of consent (message type) is crucial for avoiding TCPA litigation and ensuring carrier approval. Organizations should ensure their verbal scripts accurately reflect the full scope of their messaging program. MyTCRPlus does not provide legal advisory services or regulatory representation.