Text Message FAQs

You cannot edit the keyword compliance message. This is a standardized templated message. However you can make three minor changes:

1. Monthly Messages Frequency
2. Description of the Messages
3. The contact number

After completing the import certification, you will be able to import contacts using an Excel spreadsheet. First, please make sure the contact information is in the correct format. The first row should be the header and will be used to identify all the types of information that is going to be imported. Each header at the top should be a label/name according to the contact information being imported (i.e. "First Name", "Last Name", "Mobile", "Email", etc.). All subsequent rows will be a contact that you are wanting to import (i.e., Row 2 would be "John Smith", his email, mobile number, etc.), followed by the next contact, and so on.

*Note: Please ensure that the mobile numbers do not have any special characters and spaces within the numbers. Only the 10-digit number is accepted.

Once the file is formatted, click Save As, and under Save As Type, choose CSV (comma delimited) format.

Upload the contacts by going to Collect then Add/Import Contacts. Scroll down to Import Contacts and select the Distribution Lists then click Import.

We have a variety of online sign-up pages.

A hosted sign-up page is available directly on a webpage that is provided by us. You will not need to have your own website or developer in order to use one of these, as you can create one directly from your account and have it available without further work. An embedded online sign-up page can be placed on any website that supports HTML and iFrame. You can include (embed) a snippet of HTML code on a webpage somewhere on your website, and users can sign up directly from your website without having to go to another website. You will not need to create the code, but you will need to edit it on your webpage in order to include this eOSP in your webpage.

By our Terms & Conditions, a number needs to be added to the compliance message. You can change the number that appears by doing the following:

1. From the Menu, navigate to the Settings section, click the dropdown, and select Account Settings.
2. Go to Organization Profile.
3. Click Edit in the top-right corner of the section.
4. Update the Organization Contact Number to the desired number for the compliance message.
5. Click Save in the bottom-right corner to apply the changes.

No, Trum·pia has a strict opt-in subscription policy. The contact information you upload must come from your own customer database. In other words, only people who have voluntarily opted in may be a part of your distribution lists.

There are two general approaches to building your contact list.

When someone texts a keyword for the first time, two messages are sent: the "Welcome standard data rates may apply" message and the auto-response message that you created. The first message is required by MMA guidelines and our contract with our supported phone carriers. Because this message is required, it will not cost you any text credits. The "REPLY STOP to opt-out" instruction is required by law and therefore must appear on every message.

It is your responsibility to ensure that you are fully compliant, so please be sure to check all relevant industry and carrier regulations.

To edit keyword settings, please follow the proceeding steps.

1. Log into your account.
2. From the Menu, navigate to the Campaigns section, click the dropdown, and select Keyword Sign-ups.
3. Click on the keyword you want to edit.
4. Select Edit in the top-right corner to start making changes. (Note: If you need to modify the actual keyword, you'll need to delete it and create a new one.)

A subscriber will be removed and blocked from a short code, 10DLC, or a long code when they text STOP to that code. They will be removed or blocked from email lists when they click the Unsubscribe link at the bottom of any email they've received from our system.

If a subscriber wishes to opt-in again and remove the block, they have two ways to do so. These options can be found under "Collect" on the Keyword and Online Sign-up Tools page. For toll-free numbers, however, the subscriber must first text UNSTOP to the number first before they can opt-in again.

1. • Mobile Keywords
   • Contacts may resubscribe for SMS by texting any one of your keywords. In addition, Keywords can be set to capture data like email addresses from your contacts.
2. • Online Sign-up Pages
   • Contacts may resubscribe by completing one of your Online Sign-up Pages, which have the option to collect mobile phone numbers and email addresses.

You can get more information after opting in by simply replying "help" to the short code you initially texted the keyword to.

1. From the left navigation menu, click contacts > all contacts.
2. Click on the delete button above the list.

1. From left navigation menu go to contacts > contact clean up.
2. Click on create Clean Up Task.
3. Select Intl. Mobile number from clean up option drop down.
4. Select country codes you wish to delete and click on clean up.

1. From left navigation menu, go to contacts > distribution lists.
2. Click on create new distribution list button.
3. Enter distribution list name, monthly message frequency, message content type, and alternate list name.
4. Click create.

To copy a contact from one distribution list to another, please follow these steps.

1. Log in to your account.
2. From the left navigation menu, go to Contacts > All Contacts.
3. Search and select the contact you wish to copy.
4. Click on the Add to List button.
5. Select the Distribution List(s) to copy the contacts to.
6. Click the Save button.

To edit a contact, follow these steps.

1. From the left navigation menu, go to Contacts > All Contacts.
2. Search and click on the contact you wish to edit.
3. On the Contact Information page, click on the Edit button.
4. After editing any information necessary, click on the Save button.

Please note you can only edit mobile numbers and emails of contacts that were manually added or imported; all other fields are editable regardless of how the contact was collected (ie. keyword, online sign-up page, import).

To check your contacts for landline numbers, do the following.

1. From the left navigation menu, go to Contacts > Contact Clean Up.
2. Click on the Create Clean Up Task button.
3. Select the Landline in Mobile Number Field option.
4. Click on the Clean Up button.

To create a custom data field, follow these steps.

1. From the left navigation menu, go to Contacts > Custom Data Fields.
2. Click on the Create New Custom Data Field button.
3. Next, enter the Custom Data Field Name of your choice (e.g., "Gender," "Birthday").
4. Next, select a Data Type from the drop-down (e.g., Username will be a Text Field; Birthday will be Date & Time)
5. Next is the Required field. Choose whether the subscriber is required to fill out the information or not on an online sign-up page. If you are not using an OSP, then select "No."
6. Click Create at the bottom right.

No, our system recognizes a contact that has been added to multiple distribution lists. If you send a message to two or more distribution lists that contain repeat contacts, those contacts will receive that message only once.

1. The text message was sent to a landline. Subscribers sometimes provide landline numbers, which cannot receive text messages. To help resolve this situation, we highly recommend that all customers use our "Filter landlines" feature, which is located in Contacts > Contact Cleanup > Create Cleanup Task > Landline in Mobile Number Field. This feature will filter out landline numbers from your uploaded list of phone numbers.
2. Carriers are blocking third party messaging to subscribers' phone numbers. To help resolve this particular situation, the contacts must call their phone carriers and ask to allow third party messaging to be enabled on their phone numbers.
3. The phone carrier is unsupported. Although we do support all major phone carriers and some smaller ones like Boost and Metro PC, some carriers do not support third party messaging. The same situation applies to prepaid phones.

Yes, because of the file sizes, there is a difference in text credit costs between SMS and MMS. A regular SMS text blast, which includes plain text and up to 160 characters, will cost 1 text credit per mobile number. An MMS text blast which is a longer message or contains a picture, or video, will cost 3 text credits per mobile number.

Please note: Not all U.S. carriers and mobile devices support MMS.

The Telephone Consumer Protection Act (TCPA) time restriction prevents any solicitation text messages before 8 a.m. and after 9 p.m. local time. This is based on the mobile number's area code.

TCPA time restriction does not affect non-solicitation messages. If you are using the service for non-solicitation messages such as information, alerts, and/or employee communications, please provide the following:

1. Company name
2. Company website
3. Explanation how contacts are collected/opted-in.
4. Explanation of what types of messages being sent. (Provide messages samples)
5. You can turn off the time restriction only for informational/non-solicitation messages.

Please email the above information to support@mytrum.com.

To open a saved draft:

1. On the navigation bar, go to Mass Messages > Saved Drafts > Click on the draft of your choice > Edit.
2. This will open up your recent messages. Click on the draft message of your choice until it highlights blue.
3. Click on Open Saved Draft.

To change the SMS header on your messages, please do the following.

1. On the navigation bar, go to Settings > Account Settings > Organization Profile > Edit
2. Select Add in the Verified Organization Name section.
3. Provide a reason why you would like to verify this organization name.

This organization name will now be available in the header of your messages. It is possible to change the SMS header when creating a keyword and sending a message.

You can easily add a template through the following steps.

Appointment reminders allow you to schedule multiple messages. To send appointment reminders at different times:

1. On the navigation bar, hover over Message > Appointment Reminders > Appointment Reminders.
2. Click on the blue Add Reminders button found at the bottom right of the page.
3. Fill out the required steps.
4. Scroll down to Reminder Details.
5. On the Scheduled Reminders section, click on Add. This will open a window where you can set the Send Date & Time of each reminder. You can add multiple reminder details that are set to send on different dates and times.
6. Fill out the required steps and click on Add found on the bottom right of the window.
7. Click on Preview & Schedule.
8. The next page will show a summary of the appointment reminders you set.
9. Agree to the terms and click on Save & Schedule.

After creating a coupon campaign, you'll receive a unique redemption link to share with your sales clerks. When contacts receive their coupon codes, which are unique to each mobile number, they can simply present the text message with the code to the clerk, and then the code and mobile number will be entered there at the redemption site.

To use the Send From Phone feature, follow these steps.

From the Manage tab, click on Utilities, then select Configure to Send From Phone. If your phone hasn't been registered, add the phone number in the Registered Mobile Number field. Click Add to begin the verification process.
Once you have registered the mobile number, please choose the sending options: delivery methods and organization name. Check the box next to "Agree to Terms" and click Save. Once your phone is registered, you can send messages to your distribution list directly from your phone via SMS. You will send the message to your short code in this format: ListName [Message]. For example, if you had a list called "VIPCustomers" and wanted to send them a message about a sale, your text would be as follows: VIPCustomers We are having a big sale this weekend!

To check credit usage:

1. On the navigation bar, hover over Analyze > Credit History.
2. This shows your credit usage, the description, credit balance and date.

You may request to cancel your account by contacting support at support@mytrum.com and providing us with your username and email address. To read our termination policy, please refer to our Terms of Use.

To purchase more credits:

1. On the navigation bar, go to Account > Purchase Credits.
2. This will open a Purchase Credits page, then click Purchase Credits
3. Scroll down and click Confirm & Pay
4. Choose Payment method and Confirm and pay
5. Update or verify payment information.
6. Click on Confirm and pay. This will open a Purchase Confirmation window.

To check the short code that your subscribers have to text to:

1. On the navigation bar, go to Account > Account Settings.
2. Under the User Information section, you will see the short code number.

This short code is the number your subscribers will text the message or keyword to.

You can make a past due payment by following these steps:

1. From the Menu, navigate to the Settings section, click the dropdown, and select Account Settings
2. Under Plan Information, you'll find a Pay button located next to the Total Amount.

To get an API Key, you need to fill out an API Certification form.

To access this form:

1. On the navigation bar, click on Collect > Add/Import Contacts.
2. Next, choose which type of messages you are sending to your contacts.
3. Click on Request on the bottom right.
4. On the final page, make sure to mark Yes on ACCESS TO API.
5. Next, click on Print Certification on the bottom right.
6. This will open an Import Certification window.
7. Scroll down to the very bottom of the page and click Print.

Once the form has been filled and signed, you can upload it back into our platform:

1. On the navigation bar, click on Collect > Add/Import Contacts.
2. Next, choose which type of messages you are sending to your contacts.
3. Click on Request on the bottom right.
4. Click on Upload Certification.
5. On Select File(s) to Upload, you can attach the completed and signed form.
6. Click on Submit.

It takes up to four hours for our Audit team to look at your form.

Once your form is approved, you can find your API Key under the Account tab and you can click on API Settings. On the API Settings page, you will have the API Key available for you.

10DLC (10-Digit Long Code) is a messaging system designed to allow businesses to send Application-to-Person (A2P) text messages via standard 10-digit phone numbers. It provides better delivery rates and regulatory compliance compared to traditional long codes.

Verification ensures that your business is legitimate and complies with carrier requirements. Unverified businesses may face restrictions, increased message filtering, or higher costs.

You'll typically need to provide:

• Business name and address
• Tax ID or EIN
• Industry or business type
• Contact information
• Campaign use case details (e.g., marketing, customer alerts, two-factor authentication)

The process usually takes between 4-7 business days, depending on the completeness of your application and any additional checks required.

10DLC fees can generally be categorized as follows:

• Business Registration Fee: A one-time fee for verifying your business with The Campaign Registry (TCR).
• Campaign Registration Fee: A fee for each messaging campaign you register.
• Monthly Campaign Fee: Recurring charges per campaign, based on the type and volume of messaging.

If your application is denied, you will receive details about the reason for rejection by our support team. We will work to resolve the issue with your submission and resubmit it.

Common use cases include:

• Customer notifications (shipping updates, appointment reminders)
• Marketing campaigns (promotions, discounts)
• Authentication (two-factor or multi-factor authentication)
• Customer support messaging

Certain prohibited content, such as SPAM or messages promoting illegal activities, will not be approved.

• Register your campaigns accurately.
• Only send messages to users who have opted in.
• Include opt-out options in your messages.
• Follow carrier and industry guidelines for content and volume.

• Higher message throughput compared to traditional long codes.
• Improved deliverability and reduced filtering.
• A dedicated number for your business that's easy for customers to recognize.

Reach out to our support team support@mytrum.com for assistance. They can guide you through registration, campaign creation, and ongoing compliance.

Third-Party Brand Vetting (Optional): An optional, one-time fee of $40 per brand for a more detailed review focusing on the brand's reputation in the messaging space. This vetting may be required for special campaign types by selected carriers.

Enhanced Vetting (Optional): An optional, one-time fee of $95 per brand for a comprehensive review, which may be necessary for certain high-volume or sensitive campaigns.

These fees are designed to enhance the integrity of A2P (Application-to-Person) messaging by ensuring that brands and campaigns adhere to industry standards and regulations.

The vetting fees associated with 10DLC (10-digit long code) verification can vary depending on the type of verification and the provider facilitating the registration process. Here's a general breakdown of the types of fees you might encounter: