As text messaging has become critical among students, faculty, and staff for timely communications, it is important that we protect our users from unwanted messages by complying with the Telephone Consumer Protection Act (TCPA) and any other regulations that apply. Failure to follow regulations will cause the mobile carriers to block all messaging sent from the university, posing a significant risk to the timely delivery of crucial communications to our campus.
10DLC Compliance Changes
In 2025 changes were made to the 10DLC rules and regulations that apply to text messages sent from businesses to individuals. The result is that mobile carriers are moving to a consent-based requirement for text messages that expand on the existing FCC Telephone Consumer Protection Act (TCPA) guidelines. Zoom has implemented functionality to ensure that their customers, including La Salle, are complying with these regulations.
Those changes to Zoom include:
- The University must create a "campaign", which are rules and settings that describe what types of messaging would be sent via SMS from the university to customers. In order to be compliant, any Zoom phone users that send SMS messages must be added to the campaign and ensure they are following the rules that are set. Failure to follow the rules will affect the entire University's ability to send SMS.
- When you first send a text message to an external number, you will be prompted to agree that you have received the consent of the person to whom you're sending the text.
- Your first message to a new number must include an option for the recipient to "opt-out", ensuring they can choose not to receive further messages.
For more information on Zoom's 10DLC requirements, please review https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0059576#h_67174528728631715024297217
Obtaining Access to send SMS
As a result of the 10DLC changes, access to send non-emergency text messages from a La Salle Zoom phone is restricted to users who have provided a legitimate business need to send SMS and have agreed to follow procedures to obtain consent from recipients and follow all related procedures and guidelines.
Obtain Consent
When sending SMS to non-La Salle phone numbers you must obtain consent prior to sending a text, retain proof of consent, and provide instructions for how to opt-out.
- Ensure Opt-in: The recipient must opt-in or consent to receive SMS communications to comply with privacy regulations. They must opt-in specifically to receive text messages, simply providing a phone number is not sufficient. Obtaining consent must occur prior to sending any SMS messages. Be prepared to provide proof of consent if requested.
- How to Obtain Consent: You can collect consent via email, web form, or through a text that was initiated by the customer.
- Sending the recipient a text message to ask for their permission is a violation of the consent protocol, you must obtain consent through another method and retain a record of that consent.
- Allow recipients to Opt-Out: You must provide instructions to the customer for how to opt-out., including if the recipient initiates the communication. Suggested text: "La Salle University: To opt-out, reply STOP. For help, reply HELP."
Automated Messages
Sender
When a new contact is entered to send a text message, Zoom will warn the sender with the message "We don't know if this number has given consent. Only message this user if they have given consent." Prior to sending a message to the contact you must ensure that they have provided consent.
If you attempt to text a customer who has opted out, you will see the message "This user has opted out from receiving messages. You can no longer reply to this person.".
Example initial message
"You have consented to receive SMS notifications from the La Salle University [department or service]. Reply STOP to opt-out; Reply HELP for support; Message and data rates apply; Messaging frequency may vary. Visit our Privacy and Terms of Service pages."
We recommend including details like a website URL, department phone number, or campus location to verify your department's identity to the customer.
Recipient
Customers receive automated messages when they respond to messages with keywords:
- STOP: "La Salle University: You are now opted-out and will receive no further messages."
- START: "La Salle University: You are now opted-in. For help, reply HELP. To opt-out, reply STOP".
- HELP: "La Salle University: For help, visit www.lasalle.edu. To opt-out, reply STOP."