Communicating Toll-Free Number Changes to Your Subscribers

If your brand is transitioning off of shared short codes and onto your own toll-free number, it's important that you take some actions to communicate this change to your subscribers.


Once you receive your new number, send a campaign to your entire list that includes:

  • Shop Name

  • Opt-out information (i.e. reply STOP to stop)

  • Customer care contact information (i.e. reply HELP for help)

  • Message frequency disclosure

  • "Message and data rates may apply" disclosure

Here is a sample message:

{shop_name}: We have a new number! [insert your marketing message].

As a reminder, reply STOP to stop, HELP for help. Msg & data rates may apply. Msgs are recurring.


Recommendations for this messaging:

  1. Use SMS instead of MMS to reduce the number of credits required.

  2. Add your brand's voice and personality to the message.

  3. Include a short marketing message, such as a reminder of the benefits of joining your SMS list.

If you have any further questions, don't hesitate to contact us at

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