How Sender ID verification works

Sender IDs identify the sender of application-to-person (A2P) SMS messages. Before a Sender ID can be used in contact.center™, the business and messaging traffic must be approved.

What is a Sender ID?

A Sender ID is the name or phone number shown as the sender of an A2P SMS message. It helps recipients identify who sent the message. Some Sender ID types support automated reply-based opt-out.

contact.center™ supports three Sender ID types:

  • US & Canada Sender ID uses a dedicated Toll-Free number and supports reply-based opt-out.

  • Branded Sender ID displays a business or brand name instead of a phone number. It supports one-way messaging.

  • Carrier Sender ID uses a dynamic Sender ID assigned by the destination carrier.

The Sender ID type determines what recipients see, whether reply-based opt-out is supported, and which country requirements apply. For a detailed comparison, see Sender ID types.

Why do Sender IDs require verification?

Regulations and downstream carriers can require businesses and Sender IDs to be registered before A2P messages are delivered. Verification establishes who is sending the messages, where the traffic will be sent, and whether the intended messaging use is supported.

Depending on the Sender ID type, an application can include:

  • Business and registration information.

  • The brand name used as the Sender ID.

  • The messaging use case and campaign description.

  • The recipient consent and opt-out process.

  • Sample messages and supporting files.

The submitted information must describe the same business and traffic that will use the Sender ID. For messaging and consent requirements, see A2P SMS compliance requirements. For type-specific fields, see Sender Settings reference.

How does verification work?

On the Sender Settings page, select a Sender ID type and submit the required business and messaging information. The application is reviewed before the Sender ID becomes available for SMS broadcasts and the Send SMS action in an automation.

Sender IDs require approval before they become active. Changes may take up to 24 hours to appear in contact.center™.

Verification lifecycle

        ---
config:
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---
flowchart LR
   classDef decision stroke:#fb923c,fill:#fef3c7,stroke-width:2px
   classDef action stroke:#22c55e,fill:#dcfce7,stroke-width:2px
   classDef outcome stroke:#ef4444,fill:#fee2e2,stroke-width:2px
   classDef input stroke:#38bdf8,fill:#e0f2fe,stroke-width:2px

   new["Not yet configured"]:::input
   review["Pending"]:::decision
   approved["Approved"]:::action
   changes["Action Required"]:::outcome
   deletion["Pending Deletion"]:::decision
   deleted["Not yet configured"]:::outcome

   new -->|Application submitted| review
   review -->|Approved| approved
   review -->|Changes requested| changes
   changes -->|Application resubmitted| review
   approved -->|Deletion requested| deletion
   deletion -->|Deletion completed| deleted

A Sender ID type initially has the Not yet configured status. After an application is submitted, its status changes to Pending while it is reviewed. An approved application changes to Approved.

If the application requires corrections or additional information, its status changes to Action Required. After the application is updated and resubmitted, it returns to Pending.

When deletion is requested, the status changes to Pending Deletion. After deletion is completed, the Sender ID type returns to Not yet configured.

For complete status definitions, see Sender ID statuses.

Billing information

Sender ID applications use the billing information associated with the contact.center™ account. Review this information before submitting the first application. After submission, the billing information is locked for editing.

Managing Sender IDs

If changes are requested, correct and resubmit the application. You can also delete an SMS Sender that is no longer required.