The Service Operator
Checklist

A2P Fix This Week: Small‑Shop 10DLC + Toll‑Free Playbook (Templates + Tool Steps)

A one‑page, shop‑ready checklist for owners to keep confirmations and follow‑ups landing this week: register Brand + Customer Care, route urgent traffic to verified Toll‑Free, paste web consent and SMS templates, and verify delivery/consent in Jobber, Housecall Pro, and ServiceTitan.

Use this one‑pager to get your texts landing this week. You’ll prep a registration packet, register Brand + Customer Care campaign, route time‑critical traffic to a verified Toll‑Free while 10DLC clears, paste web consent + SMS templates, and confirm delivery/consent in your software.

Copy‑paste website SMS consent (hand to your web person):

By entering your mobile number and clicking Submit, you agree to receive SMS messages from [Your Company Name] related to your appointments, estimates, and account. Message frequency varies. Message and data rates may apply. Reply HELP for help, STOP to opt out. Consent not required for purchase. View our Privacy Policy at [link] and Terms at [link]. For questions, call [phone] or email [email].

Paste‑ready SMS templates (align to a “Customer Care” transactional campaign):

  1. Appointment confirmation w/ self‑reschedule
[Name], it’s [Company]: your [Service] on [Day] [Time]. Tap to confirm or reschedule: [link]. Reply STOP to opt out, HELP for help.
  1. Estimate follow‑up (one clear CTA)
[Name], it’s [Company]. Your estimate for [Service] is ready: [short branded link]. Reply 1 with a day/time to schedule or ask a question. STOP to opt out, HELP for help.
  1. Past‑due reminder (friendly tone)
[Name], friendly nudge from [Company]: invoice [#] for [Service] is [$$] and past due. Pay here: [link]. Questions? Reply and we’ll help. STOP to opt out, HELP for help.
  1. Membership renewal
[Name], your [Company] [Plan] renews this month. Keep [benefit 1/2/3]. Renew here: [link]. Questions? Reply. STOP to opt out, HELP for help.

Decision rules (fast):

  • While 10DLC approval is pending, send time‑sensitive reminders from a VERIFIED Toll‑Free number only (do not send from “Pending”).
  • Long‑term, run confirmations, estimate follow‑ups, invoices, and membership notices on a registered 10DLC “Customer Care” campaign (local presence; trust‑score‑based throughput).
  • Short code is usually overkill for small shops (cost/lead time); consider only if you truly need enterprise‑level throughput/volume.
  1. 1

    Gather your registration packet (today)

    Collect EIN and exact legal name, business address, website URL with visible Privacy + SMS consent, support phone/email, sending numbers, and 2 message samples that include your domain and “STOP/HELP.”

  2. 2

    Register your Brand with your provider (Twilio/other)

    Submit EIN/legal name exactly as filed; add website and contacts; complete any offered vetting to unlock better throughput. Save confirmation and ticket IDs.

  3. 3

    Create a “Customer Care” (transactional) campaign

    Describe use case (confirmations, reminders, estimates, invoices, memberships); paste the exact samples you’ll send; include STOP/HELP and your full domain; avoid prohibited content.

  4. 4

    Route urgent traffic to VERIFIED Toll‑Free while 10DLC is pending

    If your Toll‑Free shows “Pending,” submit verification now and pause sends from it; once VERIFIED, move confirmations/reminders to that number until 10DLC is approved.

  5. 5

    Update your website with explicit SMS consent language

    Paste the consent snippet above on booking/lead forms and link Privacy + Terms; keep brand/URL consistent with what you registered.

  6. 6

    Replace in‑app SMS templates with compliant versions

    Paste the templates above, keep one clear CTA, include “STOP/HELP,” and avoid public URL shorteners; match live copy to your approved samples.

  7. 7

    Keep MMS safe to reduce filtering

    Prefer text‑only or small images; stay well under 5 MB per image (many carriers enforce lower), and avoid PDFs/videos via SMS. Use a branded link for documents.

  8. 8

    Jobber — confirm two‑way texting and monitor delivery

    Ensure two‑way texting is permissioned; check Insights → Reports → Client Communications Report for sent/failed SMS and follow up on failures.

  9. 9

    Housecall Pro — verify consent and failures are logged

    Open a customer thread to see consent/STOP/HELP status; watch Notification Center for “SMS delivery failure” alerts on automations and remediate quickly.

  10. 10

    ServiceTitan — confirm texting and escalate visibility if needed

    Use Chat/Phones Pro message threads; if delivery reasons aren’t visible, search Help Center for “Chat” or “Phones Pro texting” and open a Support ticket.

  11. 11

    Set weekly operating targets and review by carrier

    Aim for ≥95% delivery, ≥80% confirmations within 60 minutes, 5–15% replies on estimate follow‑ups, and 10–25% link clicks on confirmations; compare AT&T vs Verizon vs T‑Mobile weekly.

  12. 12

    Run quick troubleshooting if delivery dips

    Check for brand/day caps on T‑Mobile, keep live content identical to approved samples, remove link shorteners, shrink media, and open a case with your provider including message SIDs.

  13. 13

    Record consent and opt‑outs in customer profiles

    Retain web form logs, call recordings/transcripts, and STOP/HELP events; never text opted‑out numbers until they explicitly re‑opt‑in.

  14. 14

    Test across carriers before Friday

    Send each template to at least one AT&T, Verizon, and T‑Mobile handset; confirm delivered status and link load; adjust copy/sender based on any failures.