Why This Rejection Happens
Your verbal consent script failed to specify WHAT KIND of messages the user will receive (e.g., "marketing offers," "appointment reminders," "security codes").
Root Cause Analysis
The Fix
Add a descriptive phrase about the content.
✓ Correct Script
"Do you agree to receive account alerts and service notifications from [Brand]?..."
✗ Non-Compliant
"Do you agree to receive messages from [Brand]?" (Messages about what?)
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What reviewers check for code 2123
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 2123 (Verbal Script Missing Message Type), the missing piece is the message type description. Consent must describe what kind of messages the subscriber will receive, such as appointment reminders, order updates or promotional offers. Consent to one type does not cover another, so marketing must be named explicitly if you will send it.
Where code 2123 comes from
Code 2123 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 physical therapy clinic
The example below uses a fictional physical therapy clinic, Motion Works PT, to show the difference between a submission that triggers code 2123 and one that passes.
Rejected:
Agent: "May Motion Works PT text you text messages at this number? Up to 6 msgs/month. Msg & data rates may apply. Reply HELP for help. Reply STOP to opt out. Our privacy policy is at motionworkspt.com/privacy. Do you agree?"
Approved:
Agent: "May Motion Works PT text you appointment reminders and home-exercise tips at this number? Up to 6 msgs/month. Msg & data rates may apply. Reply HELP for help. Reply STOP to opt out. Our privacy policy is at motionworkspt.com/privacy. Do you agree?"
Fix and verify before resubmitting
- Paste the full script, word for word, into the campaign's opt-in description field; do not summarize it.
- Add the message type description where code 2123 flagged it, using the approved wording for Motion Works PT's program shown above.
- Read the script aloud and confirm each required disclosure is spoken, not implied.
- Attach a screenshot or document of the script if your CSP offers an attachment field.
- Describe how agreement is recorded (agent ticks a consent field, the call is recorded, a confirmation text is sent).
- Make sure the first text the subscriber receives repeats the disclosures from the script.
- Resubmit with a note that references code 2123 and quotes the corrected message type description.
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 Motion Works PT:
Motion Works PT corrected the deficiency reported as code 2123 (Verbal Script Missing Message Type). Changes made: paste the full script, word for word, into the campaign's opt-in description field; do not summarize it; add the message type description where code 2123 flagged it, using the approved wording for Motion Works PT'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 2123 coming back
- Writing "you agree to receive text messages" without saying what the messages are about.
- Describing reminders in the consent but sending promotions.
- Hiding the description of marketing messages in the terms page.
- Updating the script in the campaign but not retraining the staff who read it.
Related rejection codes
- Code 2134: Opt-in Instructions Missing Message Type
- Code 2114: Opt-in Form Missing Message Type
- Code 2131: Verbal Script Missing STOP Instructions
- Code 2127: Verbal Script Missing STOP Instructions
- Code 2124: Verbal Script Missing Frequency Disclosure
- Code 2122: Verbal Script Missing Brand Name
Frequently asked questions about code 2123
Does code 2123 mean the whole campaign is non-compliant?
No. Code 2123 points to one gap: the message type description 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 message type description appear?
Place the disclosure in the script itself, immediately after the agent asks for permission to text and before the customer answers. Consent must describe what kind of messages the subscriber will receive, such as appointment reminders, order updates or promotional offers.
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.