US & Canada Sender ID

The US & Canada Sender ID uses a dedicated Toll-Free number to send A2P SMS messages to recipients in the United States and Canada. Recipients see the number as the message sender. Reply-based opt-out is supported where available.

Common uses

Use this Sender ID type when recipients in the United States or Canada should see a consistent Toll-Free number or require reply-based opt-out. Common uses include:

  • Customer care and support.

  • Account and service notifications.

  • Delivery and appointment updates.

  • Authentication messages.

  • Informational and marketing messages that meet the applicable requirements.

How messages appear

Recipients see the approved Toll-Free number as the message sender. The same number can provide a consistent sender for customer support, service notifications, and other approved business messages.

Example message from a Toll-Free Sender ID with instructions to reply STOP to unsubscribe or HELP for assistance.

Fig. 1. Example message from a Toll-Free Sender ID.

Reply-based opt-out

When supported by the recipient’s mobile network, contact.center™ can process replies that contain supported SMS opt-out keywords. Inbound SMS messages are not available for users to receive or read in contact.center™.

Availability

This Sender ID type is available for messaging to the United States and Canada.

On the Sender Settings page, expand Available in under US & Canada to view the current country availability.

Application requirements

The Toll-Free Sender ID must be approved before use. The submitted business information, messaging use case, consent process, sample messages, and supporting information must match the messages sent from the number.

Approval does not guarantee message delivery or remove carrier sending limits. You must continue to follow all applicable consent, content, and messaging requirements.

For required submission fields, see US & Canada application.

To submit an application, see Enable US & Canada Sender ID.

Using an approved Sender ID

After the application is Approved, the Toll-Free Sender ID becomes available for SMS messages in contact.center™. Send only messages that match the approved business and messaging use case.

Select the approved Sender ID when creating an SMS broadcast or configuring the Send SMS action in an automation.