Introduction
If your business sends SMS messages to leads or franchisees in the United States, mobile carriers now require all messages to be registered under A2P 10DLC (Application-to-Person 10-Digit Long Code) regulations.
This system helps carriers verify who the sender is, ensures that messages are being sent only to opted-in recipients, and protects consumers from spam or fraudulent messaging.
For you, this means that before you can start sending SMS messages from FranConnect, your business must first be verified with Twilio — the messaging provider — and have an approved A2P 10DLC campaign.
Completing this process improves your message deliverability, builds trust with carriers, and ensures your communication remains compliant.
This guide walks you through each step — from setting up your Twilio account and registering your brand to creating an A2P 10DLC campaign and finally linking it with FranConnect — so that your organization can start sending SMS messages confidently and compliantly.
Step 1: Create a Twilio Account
Twilio is the messaging platform that will send your SMS messages. Without an active account, FranConnect cannot connect or send SMS. You gain access to Twilio’s messaging console, you can buy numbers, and you begin the registration process for compliance.
- Go to the Twilio sign-up page and create a new user account for your company.
- Verify your email and phone number after account creation.
- Please ensure you are not on a trial account. Trial accounts restrict SMS functionality and cannot be configured with FranConnect.
Once your account is active, proceed to connect it with FranConnect.
Step 2: Create a Primary Customer Profile in Twilio
Carriers need to know your business identity before trusting you to send messages at scale. This profile verifies who you are. Twilio reviews your details. Once approved, you can register your brand and campaigns (the next steps), which unlocks higher throughput and deliverability.
- In Twilio’s top search bar, search for Customer Profiles.
- Create your Primary Customer Profile with accurate company details.
- Ensure all information is correct. Twilio verification can take up to one business day. Incorrect data can cause rejection.
- Once your profile is verified, continue to brand registration.
Step 3: Configure Brand in Twilio
A “Brand” in Twilio represents your organization to carriers. Registering a brand increases trust, which reduces filtering of your messages. Once your brand is approved, you can create your messaging campaign. Carriers will see your brand as a legitimate sender.
- After your Primary Profile is verified, configure your brand in Twilio.
- Go to Messaging > Regulatory Compliance > Brands.
- Select your Primary Profile from the dropdown.
- For “What type of brand do you need?”, select Standard Package.
- For company type, select Private if applicable.
- Agree to the registration fee and click Create.
After your brand is created, you can move on to create your A2P 10DLC messaging campaign.
Step 4: Create an A2P 10DLC Messaging Campaign
In the U.S., messages from applications to people (A2P) via 10-digit long‐code numbers must be registered. This ensures opt-in, sender transparency, and improved deliverability. After your campaign is approved, your numbers are registered with carriers, and filtering is reduced. Your SMS streams are permitted to scale.
- Navigate to Messaging > Regulatory Compliance > Campaigns.
- Select Register New Campaign.
- Choose the brand you registered previously.
- Select an A2P campaign use case. If sending both promotional and informational messages, choose Mixed.
- Select Create New Messaging Service when prompted.
- Enter a campaign description using the following template (replace [Company Name] appropriately):
This campaign is submitted by [Company Name], the end customer and brand represented in the messaging. Use case: [Company Name] uses the messaging service to engage franchise leads via SMS after explicit opt-in. Conversations clearly identify [Company Name] as the sender and answer franchise questions (investment, qualifications, territory, training, etc.). Note: Only consenting leads receive SMS. Consent records (timestamp, page URL, disclosure text, contact info) are stored in [Company Name] FranConnect CRM. Recipients may reply STOP to opt out (immediate suppression) and START to re-subscribe. Message frequency varies; message & data rates may apply.
Add two sample messages:
- Message #1: By submitting, you agree to receive SMS/email communications from <customer name> regarding our franchise opportunities. Message frequency may vary. Message & data rates may apply. For SMS, reply STOP to opt out.
- Message #2: You can book a time that works for you here: {{scheduling link}}. Let me know if you need help with anything.
- Select Messages will include embedded links for the Message Contents option.
- In the section “How do end-users consent to receive messages?”, explain your lead opt-in process. Brands collect lead information through webforms. Ensure the SMS opt-in disclaimer is added: By submitting, you agree to receive SMS/email communications from <customer name> regarding our franchise opportunities. Message frequency may vary. Message & data rates may apply. For SMS, reply STOP to opt out.
- Describe the opt-in flow (this is an example):
- Leads visit the franchise site: [Company URL]
- They click “Get Started” to open the form.
- They complete the form (name, email, phone, etc.).
- The disclaimer is displayed above the submit button: “By submitting, you agree to receive SMS/email communications from [Customer Name] regarding our franchise opportunities. Message frequency may vary. Message & data rates may apply. For SMS, reply STOP to opt out.”
- The lead checks the consent box and submits the form. Submission records (timestamp, URL, and disclosure text) are stored in [Customer Name] FranConnect CRM.
- Only consenting leads receive SMS. Recipients can reply STOP anytime to unsubscribe.
- Use this link to access screenshots of the above flow: [insert a Google Drive link with all the user flow screenshots you described above]
Important: Include a Google Drive link at the end of the opt-in description that points to a PDF showing screenshots of the opt-in flow. This documentation is crucial for Twilio approval.
Submit your campaign. Twilio typically takes 1–2 weeks for approval.
Note: The above description is a proven template. However, A2P and TCPA policies change periodically. If your campaign is rejected, contact Twilio Support for clarification and guidance before resubmitting.
Step 5: Add Phone Numbers to the Approved Campaign
Having your phone numbers associated with an approved campaign means they’re registered with carriers and your messages are treated as compliant rather than unauthenticated traffic. The numbers are added to the campaign’s sender pool and your FranConnect integration can start using them.
After campaign approval, go to your campaign and click Add phone numbers.
Buy the numbers first via: Phone Numbers → Manage → Buy a Number. Choose area codes relevant to your region, if possible.
Select your purchased numbers and attach them to the campaign.
Once added, link those numbers in FranConnect following your integration article..
Step 6: Integrate the Twilio Account with FranConnect
To integrate your Twilio account with FranConnect and begin sending SMS messages, refer to this article:
Article: How to Use Twilio Integration to Send and Receive SMS Messages using FranConnect