Verbal Script Missing Frequency Disclosure
Why This Rejection Happens
The verbal script you provided for consent collection does not inform the consumer how often they will receive messages. Carriers require this disclosure (e.g., "message frequency varies") so the consumer isn't surprised by message volume.
Common Triggers: Scripts that ask "Can we text you?" but omit the phrase "Message frequency varies" or "2 msgs/month."
Root Cause Analysis
Primary Triggers
- Omission: The agent simply forgets to mention frequency because it feels awkward in conversation.
- Implied: You assumed that "appointment reminders" implies "one per appointment," but this must be explicitly stated.
- Dynamic Volume: For conversational campaigns (Customer Care), you didn't know the exact number, so you left it out entirely instead of using "frequency varies."
Required Elements
| Campaign Type | Required Language | Example |
|---|---|---|
| Transactional/Alerts | "Message frequency varies" | "Msg frequency varies based on your account activity." |
| Recurring Marketing | "Approx [X] msgs/month" | "You will receive approx 4 promo alerts per month." |
| One-Time (2FA) | "One message per request" | "You will receive one code per login attempt." |
Step-by-Step Remediation
Determine Appropriate Frequency
If your message volume depends on user interaction (e.g., support chat), use "varies." If it is a weekly newsletter, say "4 msgs/month."
Update the Verbal Script
Add the frequency disclosure sentence immediately after the consent question.
✓ Compliant Script
"Do you agree to receive SMS updates from [Brand]? Message frequency varies. Standard rates apply."
✗ Non-Compliant Script
"Can we have your number for updates? Thanks."
(Missing frequency disclosure.)
Update Registration Data
Paste the full script into the "Call-to-Action" field. Ensure the written description matches the verbal script.
Carrier-Specific Requirements
T-Mobile
- Does not accept "unlimited" or undefined frequency without the specific phrase "frequency varies."
AT&T
- Expects the frequency disclosure to be part of the initial "program details" read to the customer, not hidden in fine print or mentioned only after consent is given.
MyTCRPlus Tools That Can Help
Consent Form Builder
Generates verbal scripts with pre-filled frequency placeholders based on your campaign type.
Use This Tool →Audit Documentation Generator
Create a script card for your team that ensures they never skip the mandatory disclosures.
Use This Tool →Pre-Resubmission Checklist
- The script includes the phrase "Message frequency varies" OR a specific number.
- The disclosure is placed before or with the consent request.
- The Brand Name and Fees disclosure are also present.
- The updated script is pasted into the campaign description.
- Double Opt-In message (if used) also repeats this disclosure.
Common Mistakes to Avoid
❌ "As needed"
Do not say "We will text you as needed." Use the standard industry term "Message frequency varies."
❌ Ignoring the Welcome Message
While the script must have it, the very first text you send (Welcome/Confirmation) must also include "Msg freq varies." Carriers check both.
Expected Timeline
This guidance provides general information about 10DLC compliance requirements. Frequency disclosures are essential for consumer transparency and are mandated by carrier codes of conduct. Organizations should ensure their scripts accurately reflect expected message volume to avoid consumer complaints. MyTCRPlus does not provide legal advisory services or regulatory representation.