10DLC – Guidelines for Practices

Overview

Mobile carriers (Verizon, AT&T, T-Mobile, etc.) have implemented 10DLC (10-Digit Long Code) requirements to regulate business-to-consumer texting. To support your practice’s ability to reach clients and to align with current industry standards, Koi provides flexible workflows designed to help facilitate compliance with carrier-mandated “Opt-In” requirements.

Following these guidelines is intended to reduce the risk of your messages being filtered as spam or your practice being flagged for non-compliance by mobile carriers.

---

1. Opting In via the Online Scheduler

If your practice utilizes the Koi Online Scheduler, an opt-in mechanism is already integrated into the client request flow.

Logic: The “Text message notifications” toggle is set to “No” by default to comply with carrier requirements that consent must be an affirmative action by the user.

Consent Disclosure: The scheduler displays a mandatory disclosure informing the client that by selecting “Yes,” they are opting in to receive informational messages and that message/data rates may apply.

---

2. Manual In-Office Opt-In & Consent Capture

When clients provide their contact information in person or over the phone, it is the practice’s responsibility to obtain and document affirmative consent before initiating text communications.

Default System Behavior
To help prevent accidental non-compliant messaging, any new phone number entered into Koi is messaging-disabled by default. Practice staff should only enable the messaging toggle after receiving a clear “Yes” from the client.

Suggested Verbal Script for Staff
To help ensure clients understand the nature of the communications, staff may use a script similar to the following:

“Would you like to receive text message notifications regarding [Pet’s Name]‘s care, appointment reminders, and visit information? Message frequency varies. Message and data rates may apply. You can opt-out at any time by replying STOP. Is it okay to enable this for your mobile number?”

Documenting Consent
Mobile carriers may request “Proof of Opt-In” during an audit. It is a best practice to document consent via digital or physical forms. Important: Any checkbox used to collect consent must be unchecked by default. Pre-selected or “pre-checked” boxes do not constitute valid consent.

• Koi Digital Forms: If enabled, Koi’s digital forms can be customized to include a voluntary opt-in.

• Physical Records: Use a standard paper form where the client manually checks an opt-in box.

---

3. Choosing Your Opt-In Workflow

Koi offers two primary workflows for managing consent. Practices should choose the method that best aligns with their internal documentation processes and risk management strategy.

Option A: Single Opt-In (With Attestation)
For transactional messaging, single opt-in is an industry-accepted standard. To use this workflow, practices must provide a one-time attestation within Koi confirming they have reviewed their consent collection methods and maintain physical or digital proof of consent for every opted-in number.

Option B: Automated Double Opt-In (DOI)
To align with the highest carrier standards, practices may choose to enable the automated Double Opt-In process. This adds a second layer of verification by confirming the owner of the phone number truly wishes to receive messages. When a number is enabled, the system automatically sends a confirmation text; the practice cannot text the client until they reply with an opt-in keyword.

“[Your Practice Name]: Reply Y or YES to confirm you’d like to receive texts for your pet’s care, visit info, and reminders. Msg frequency varies. Msg & data rates may apply. Reply STOP to cancel.”

---

4. Keyword Handling (Opt-In/Opt-Out)

Koi’s messaging system is designed to automatically respond to standard industry keywords.

Note: Upon receiving an opt-out keyword, the system will automatically unsubscribe the number. Clients who reply with HELP or INFO will receive automated instructions on how to opt-out or contact support.

---

5. Website Compliance and Mandatory Documentation

To maintain your text messaging brand registration, mobile carriers require your practice website to meet specific transparency standards. This is because carriers manually review your site to verify how you collect and protect client data.

Essential Opt-In Language
Anywhere a phone number is collected on your website, you must provide a consent checkbox and explicit opt-in language. This checkbox must not be pre-checked. For example:

“By providing my phone number, I consent to receive SMS text messages from [Practice Name] for appointment reminders and pet care updates. Msg frequency varies. Msg&data rates may apply. Reply HELP for support. Reply STOP to opt out. Refer to our [Privacy Policy (hyperlinked)] and [Terms and Conditions (hyperlinked)] for more information.”

Privacy Policy and Terms of Service
Your website must include a Privacy Policy and a Terms and Conditions section, typically linked in the footer.

• The Privacy Policy must explicitly state: “Consumer information is not shared with third-parties for marketing purposes.” It should also explain why and how customer information is collected.

• The Terms and Conditions must include: Types of messages sent, texting cadence (frequency), message and data rate notices, privacy policy links, and opt-out instructions.

---

6. The 10DLC Registration Requirements

Prior to submission, ensure your digital or printed consent documents include the required phrases regarding message frequency, rates, and help/stop instructions. Whether you utilize Single or Double Opt-In, you must be able to provide evidence of your practice’s Terms of Service and Privacy Policy on your practice’s publicly accessible website. Ensuring this information is complete and correct is essential for a successful application and avoids potential delays in your practice’s ability to send text messages.