23.2 Toll-Free Number Verification (Mandatory for US/Canada Toll-Free SMS)

What it is & Why:

  • If you use a Toll-Free number (e.g., +1 888-XXX-XXXX, +1 877...) purchased within Close Master to send SMS or MMS messages to recipients in the United States or Canada, that specific Toll-Free number must be verified.
  • Carriers implemented this verification process to combat spam originating from Toll-Free numbers.
  • Consequence of Non-Verification: SMS/MMS traffic sent from unverified Toll-Free numbers to US/Canada is blocked by carriers.

Where to Manage:

Settings → Phone Numbers → Trust Center → Toll-Free Verification tab (or find the number in the list and click a "Verify" button).

Verification Process:

  1. Locate your purchased Toll-Free number(s) needing verification in the Trust Center.
  2. Click Submit for Verification (or similar action) for each number individually.
  3. Fill out the Verification Form accurately:
    • Your Business Name and Address.
    • Messaging Use Case: Clearly describe how you use this number for SMS (e.g., "Client support communications, appointment reminders, responding to inquiries.", "Sending property alerts to opted-in leads.").
    • Sample Messages (2+): Provide exact examples of texts sent from this number. Must include your [Agency Name] and STOP opt-out info.
    • Opt-In Process Description: Detail exactly how users consent to receive texts from this Toll-Free number (similar to A2P opt-in: form URL, checkbox text, screenshot link, verbal script, etc.).
    • Estimated Monthly Volume: Provide a reasonable estimate of messages sent from this number.
    • Link to your Privacy Policy and Terms.
  4. Submit the verification request.
  5. Approval Time: Verification for Toll-Free numbers typically takes several business days, often 2-3 weeks or longer. Monitor the status in the Trust Center.
  6. Fees: There are usually no direct carrier fees for the verification process itself (though standard message rates still apply).

You cannot reliably send SMS from a Toll-Free number until its verification status is Approved/Verified.