What is a Trust Score and how to appeal for a higher daily limit?
Mobile carriers (e.g., AT&T, T-Mobile) now mandate all businesses to register their texting number with 10DLC. Starting September 1, unregistered business texting numbers will face temporary suspension. Birdeye will facilitate outgoing text messages, automations, and auto-replies via a shared toll-free number, +18449090202, appending "Sent via Birdeye" to each text. Unregistered numbers won't have incoming text capabilities. Register your number promptly to avoid disruptions. Access your Birdeye dashboard and complete registration via the link on the top banner. For guidance, visit. For help, reach us at 1-800-561-3357 Ext. 3 or support@birdeye.com.
WHAT IS A TRUST SCORE?
Once the user successfully registers under the A2P 10DLC service, a Trust Score is assigned to the business user by the third party. A2P 10DLC message throughput in the U.S. will now be determined based on businesses' Trust Score and messaging campaign type (Use Case).
A Trust Score is a score allocated on a scale from 1 to 100 while registering the brand with The Campaign Registry (TCR - the 3rd party that administers the US wireless carriers' new registration system).
The Campaign Registry (TCR) uses a reputation algorithm to review specific criteria related to businesses and then assigns a “Trust Score” to businesses. The higher businesses’ Trust Score, the higher their messaging throughput.
NOTE:
Birdeye does not authorize or assign the Trust Score. The Trust Score is allocated by the third party (TCR) and has been mandated by the same third party, not Birdeye.
HOW IS MESSAGE THROUGHPUT ALLOCATED UNDER A2P 10DLC?
The number of outbound messages (SMS and MMS) is measured in message segments per second (MPS). In the past, MPS for US long code numbers was set at a standard one MPS per number. This standard is entirely restructured under the new A2P 10DLC and MPS throughput will be determined based on the sender's Trust Score, and the messaging campaign type (use case).
To learn more on message segments (MPS), read - How does Birdeye calculate character length for mass texts? and What is the text character limit, and how many texts can I send simultaneously using Birdeye?
A set maximum MPS is provided for each of your registered campaigns (use cases). This MPS is shared across all US/Canada long code numbers allocated to your campaign and all wireless carriers. The same MPS limit will be applied whether you choose to send messages over a single number to a specific carrier or split up messages over a collection of local numbers to multiple carriers.
Specific use cases may receive a higher daily limit to send messages for the same Trust Score than “Mixed” or Marketing type use cases.
The following table contains the list of standard campaign use cases that will be available under the U.S. A2P when registration launches.
| CAMPAIGN USE CASE | DESCRIPTION |
| 2 FA | Any authentication or account verification such as OTP. |
| Account Notifications | Notifications on the status of an account or related to being a part of an account. |
| Customer Care | Support, account management, and other aspects of customer interaction. |
| Delivery Notifications | Information about the status of a delivery. |
| Fraud Alert Messaging | Messaging on potentially fraudulent activity such as spending alerts. |
| Higher Education | Message campaigns from colleges, universities, and other educational institutions. |
| Marketing | Promotional content such as sales and limited-time offers. |
| Mixed | Campaigns that cover multiple use cases such as customer care and delivery notifications.
Delete
NOTE:Mixed campaigns are likely to have lower throughput and a higher cost per message. |
| Polling and Voting | For conducting polling and voting, such as customer surveys. Not for political use. |
| Public Service Announcement | PSAs to raise audience awareness about a given topic. |
| Security Alert | Notification of a compromised system (software or hardware related). |
HOW DO I APPEAL FOR A HIGHER LIMIT?
In the majority of cases, a low Trust Score is derived from data discrepancies in the information you submitted in your A2P registration. For instance, a different address than the one associated with your official business registration number (e.g. EIN).
If you receive a low Trust Score, Birdeye can offer guidance on possible causes or resolutions for a low score that will assist you in availing of a higher daily limit by contacting our Support Team.
T-MOBILE DAILY MESSAGE LIMITS BASED ON TRUST SCORE
| TRUST SCORE | T-MOBILE MESSAGE LIMIT |
| 76-100 | 200,000/day |
| 51-75 | 40,000/day |
| 26-50 | 10,000/day |
| 16-25 | 2,000/day |
WHAT HAPPENS IF I EXCEED DAILY MESSAGE LIMITS?
If you exceed the daily message limit your messages will be undelivered. If you’re a T-Mobile user, you will receive a 30023 error stating that you have exhausted the daily message cap for A2P 10DLC on T-Mobile. This daily limit will reset on the next calendar day.