Verbal Script Missing Brand Name

Why This Rejection Happens

Your verbal consent script (the text read aloud by your staff) does not explicitly state the name of the business or brand that will be sending the messages.

Root Cause Analysis

The Fix

Insert your Brand Name clearly into the script.

✓ Correct Script

"Do you agree to receive appointment reminders from [MyClinic] at this number? Msg & data rates may apply..."

✗ Non-Compliant

"Do you agree to receive text messages from us?" (Who is "us"?)

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What reviewers check for code 2122

When a campaign declares verbal consent, the reviewer reads the exact script your staff speak on the phone or at the counter. The script is treated as the call to action, so it has to carry every disclosure a written opt-in form would: the brand name, what the subscriber will receive, how often, that message and data rates may apply, how to get help, how to opt out, and where the privacy policy lives. Reviewers also look for evidence that consent is captured, such as a CRM field, call recording or timestamped log, because a script on its own proves nothing about who agreed.

For code 2122 (Verbal Script Missing Brand Name), the missing piece is the brand name. The brand name must appear so the subscriber knows exactly who is texting. Use the name consumers recognize, and keep it consistent with the registered brand; if you trade under a different name than the legal entity, use the trade name in messages and make sure the website shows the relationship.

Where code 2122 comes from

Code 2122 is a campaign review reason code used to report a specific deficiency found during manual campaign vetting. CSPs surface it in the rejection notice alongside any other codes found in the same review, so check for companion codes before resubmitting. It is marked High severity: it blocks approval, but it is fully fixable by correcting the submission and resubmitting.

Example: verbal opt-in script for a property management company

The example below uses a fictional property management company, Lakeview Residential, to show the difference between a submission that triggers code 2122 and one that passes.

Rejected:

Agent: "May us text you maintenance updates and community notices at this number? Msg frequency varies. Msg & data rates may apply. Reply HELP for help. Reply STOP to opt out. Our privacy policy is at lakeviewres.com/privacy. Do you agree?"

Approved:

Agent: "May Lakeview Residential text you maintenance updates and community notices at this number? Msg frequency varies. Msg & data rates may apply. Reply HELP for help. Reply STOP to opt out. Our privacy policy is at lakeviewres.com/privacy. Do you agree?"

Fix and verify before resubmitting

1. Paste the full script, word for word, into the campaign's opt-in description field; do not summarize it.
2. Add the brand name where code 2122 flagged it, using the approved wording for Lakeview Residential's program shown above.
3. Read the script aloud and confirm each required disclosure is spoken, not implied.
4. Attach a screenshot or document of the script if your CSP offers an attachment field.
5. Describe how agreement is recorded (agent ticks a consent field, the call is recorded, a confirmation text is sent).
6. Make sure the first text the subscriber receives repeats the disclosures from the script.
7. Resubmit with a note that references code 2122 and quotes the corrected brand name.

Sample resubmission note

Many CSPs let you add a note for the reviewer when you resubmit. A short, specific note shows what changed and speeds up the second review. Example for Lakeview Residential:

Lakeview Residential corrected the deficiency reported as code 2122 (Verbal Script Missing Brand Name). Changes made: paste the full script, word for word, into the campaign's opt-in description field; do not summarize it; add the brand name where code 2122 flagged it, using the approved wording for Lakeview Residential's program shown above; read the script aloud and confirm each required disclosure is spoken, not implied. All URLs, keywords and auto-replies were re-tested from an external network before this resubmission, and the campaign text now matches the live opt-in exactly.

Common mistakes that keep code 2122 coming back

• Using a platform or agency name instead of the business the consumer signed up with.
• Mentioning the brand only in the website header but not in the consent text itself.
• Abbreviating the brand differently across the form, script and messages.
• Updating the script in the campaign but not retraining the staff who read it.

Related rejection codes

• Code 8101: Sample Missing Brand Name
• Code 6012: Sample Msg Missing Brand Name
• Code 6010: STOP Msg Missing Brand Name
• Code 6007: HELP Msg Missing Brand Name
• Code 2131: Verbal Script Missing STOP Instructions
• Code 2127: Verbal Script Missing STOP Instructions
• Code 2124: Verbal Script Missing Frequency Disclosure
• Code 2123: Verbal Script Missing Message Type

Frequently asked questions about code 2122

Does code 2122 mean the whole campaign is non-compliant?

No. Code 2122 points to one gap: the brand name in your verbal opt-in script. Fix that gap, check the rest of the submission against the same checklist, and resubmit. Reviewers often list only the first deficiency they find, so a full self-check prevents a second rejection.

Where exactly should the brand name appear?

Place the disclosure in the script itself, immediately after the agent asks for permission to text and before the customer answers. The brand name must appear so the subscriber knows exactly who is texting.

Do I fix my live verbal opt-in script or only the campaign text?

Both. Update the script in the campaign and retrain staff so the spoken script matches it; reviewers compare the two when consent is disputed.