[comrade1]

Is this using a long code or a short code? The examples seem to show a long code, which is basically a phone number.

The FCC is in the process of cracking down on companies that use long codes for marketing and interacting with customers. It's too amenable to fraud.

You should be using short codes which have strict requirements for opting in, opting out, and restrictions on spam.

If this is using long codes you are setting yourself up for fines and legal problems if you use this service.

[MatthewB]

We use long codes.

There's a distinct difference between marketing/spam and customer service/support. When a customer initiates the conversation via text, it is generally seen as an assumed opt-in.

Our issue with short codes are that they are very expensive ($3000 setup fee and cost per text after that) and a 12 week approval process. That just doesn't work for our use case.

The laws definitely need to be updated though.

[300bps]

Last I checked random short codes were $500 per month and vanity short codes were $1,000 per month. In the past I did mobile banking projects for large regional banks and of course a vanity short code is appropriate for that. For small businesses though I don't see the monthly fee, let alone the stringent approval requirements being feasible.

I've also done many text projects for small businesses using Twilio with long codes. I sincerely hope the FCC would prioritize cracking down on scamming robocallers (a major nuisance) before they crack down on small businesses attempting legitimate communication with their customers.

[comrade1]

Providers typically do a shared short code in this case. They share customers across multiple unique keywords per shortcode and their API lets you be on your own. Siignal7 or something like that is one of these. They also monitor your compliance with the FCC rules.

Now is probably not the time to be using long codes.

[MatthewB]

Agreed about the FCC. For the $500/month short codes, were those unique or shared? Shared short codes don't work with 2-way communication (when someone replies, which business does it go to?).

[comrade1]

If the person is in more than one opt in keyword then it goes to either all campaigns or it goes to the last communicated campaign.

Not ideal of course. Best to have geographically isolated short codes to minimize this. But it's better to be FCC compliant.

[300bps]

The $500/month short codes were for unique. That is the actual CSCA pricing. When I do mobile banking projects, we typically pay that directly to CSCA and then we pay our SMS Gateway provider (commonly used Syniverse in the past) separately for usage.

http://www.usshortcodes.com/get-a-sms-short-code/sms-short-c...

I'm a pretty risk-averse person and I can't imagine in any way the FCC cracking down on the use of long codes for legitimate two way communication with an existing customer. On the other hand, using long codes for mass marketing campaigns and you'll probably be shut down by the carriers and possibly sued, no FCC action required.