1. Cloudbeds
  2. Whistle for Cloudbeds
  3. Whistle Configuration Hub
  4. Whistle for Cloudbeds - Messaging Services

Configure and use SMS messaging

Lorena Pamplona
Updated

Connect your SMS phone number to receive SMS messages and reply via Whistle for Cloudbeds.

  If your property is in the U.S. and Canada (but you plan to message U.S. guests) or in the UK,  go to the desired section: 

Enable SMS messaging

  1. Access the Company company.pngpage
  2. Go to Messaging Services 
  3. Search for SMS
  4. Switch the toggle on mceclip2.png to enable it
  5. Click to edit settings

  1. Click to
  2. Enter your Hotel's phone number and click next
  3. Confirm the number on the list (SMS texts sent to this number will be sent to your Whistle Dashboard)

The SMS message is enabled and ready to be used.

Enable SMS messaging (U.S. and Canada properties) - A2P 10 DLC registration

If your property is located in the U.S. or in Canada , but you also plan to send SMS messages to U.S. guests, you must also follow the steps to register your business for A2P 10 DLC. 

A2P 10DLC refers to a system that allows businesses to send Application-to-Person (A2P) type messaging via standard 10-digit long code (10DLC) phone numbers. It improves message delivery and carrier filtering. Things you should know before registering:

  • Whistle for Cloudbeds customers need to register their business for A2P 10DLC. You will need to follow the instructions below, in order to fill out your business information and submit your application.
  • Currently, it takes up to 15+ Business days for A2P 10DLC SMS Registration to be fully approved. All outbound messages will be blocked unless your number is registered.
  • If you submit incorrect information (such as the Legal Company Name), the system will only allow you to make corrections after Twilio has fully rejected your registration. When that happens, you will receive an email notification alerting you that the Registration has failed.
  • Properties from Canada: if you plan to send SMS to US customers, you must also register their business for A2P 10 DLC.
  • As of December 5th, 2022, the required fields were changed due to regulation changes for US carriers (AT&T & TMobile). Providing false information could result in additional fees, penalties, and other repercussions by telecom providers.
Configure SMS Settings for A2P10DLC
  1. Access the Company company.png page
  2. Go to Messaging Services
  3. Search for SMS and click to edit settings

A2P 10DLC Registered Messaging submission form will be displayed, fill out the new required details:

  1. Business Details:
    • Legal Entity Name (must match EIN)
    • Industry - hospitality will be set by default
    • Type (Partnership, Limited Liability Corporation, Co-operative, Sole Proprietor)
    • Business Identifier Type (EIN, DUNS, CCN, CN, ACN, CIN, VAT, VATRN, RN, Other)
    • Business Registration Identifier number
    • Company Type
    • Address
    • Website (complete URL <https://www.website.com>)
  2. Primary Business Contact
  3. Click to Submit
  • Be sure to fill out the form with the Legal Business Details, matching IRS records related to the EIN.
  • The new details will not be saved if you navigate away from the page prior to submitting the form.
SMS Registration (A2P 10DLC) Campaign Approval - Best Practices
  • To increase the approval rate of campaigns, we recommend you have the following added to your website or booking engine landing page. We highly recommend properties to have a privacy policy in place and add the following Call to Action:
    1. Volume and Frequency: An estimate of the number of messages to be sent regularly, as well as the frequency of messaging.
    2. Opt-in and Opt-out Mechanisms: Providing mechanisms for users to opt-in to receive messages and to easily opt out if they no longer wish to receive them.
    3. Customer care information: Typically, "Text HELP for help" or Help at <<phone number>>.
    4. The checkbox option that end-users must select to receive SMS messaging.
      • The checkbox must not be pre-selected.

Find here an example of a recommended Call to Action:

''By providing your mobile number, you agree to receive text messages from (PROPERTY NAME) via its mobile text message provider, Whistle Messaging. You will receive texts about your reservation, offers, and customer support, Messaging Frequency varies.You may opt out of receiving messages by texting the word STOP to (WHISTLE NUMBER), or simply reply with the word STOP to any text message you receive from (PROPERTY NAME) . Text HELP for help” or Help at (WHISTLE NUMBER) Message and data rates may apply.''

Common A2P 10DLC SMS Registration Errors

While registering, you may find errors that will be displayed in the feedback ID, that is a recommendation on how you can fix your SMS registration. Find below a list of possible feedback IDs that can be returned and corresponding recommendations for fixing the required brand information.

Feedback ID

 Recommendation

TAX_ID

Use your company's business registration number (which is EIN for U.S. customers or the equivalent for customers outside the U.S.).

 

Use your company's legal name that you used in the tax filings.

 

The information above needs to be an exact match to your company's tax fillings. If you need this information, we recommend using the EIN lookup service or contact your legal department.

STOCK_SYMBOL

Use your company's stock symbol.

 

Use the stock exchange where your company stock is traded (i.e., NYSE, Nasdaq).

GOVERNMENT_ENTITY

If you are not a US-based government entity, you should register as a private entity.

 

Provide a dated letter on official letterhead from a US-based government entity stating that the organization is considered an instrument of a municipal, state, or federal government entity.

NONPROFIT

If you are not a US-based government entity, you should register as a private entity.

 

Provide an IRS nonprofit determination letter or Tax Form 990 from the latest tax year.

 

Enable SMS messaging (UK properties)

If your property is located in the United Kingdom, you must also register your business for regulatory compliance. Follow the steps below to enable SMS messaging for UK properties. 

  1. Access the Company company.png page
  2. Go to Messaging Services
  3. Search for SMS and click to edit settings
  4. Go to the the tab
  5. Select Mobile for Phone Number Yype
  6. Select Business for Customer Type
  7. Click to Initialize Regulatory Compliance

  1. Click to Begin Verifying
  2. Review the requirements for the verification and click to continue
  3. Fill out your Business Information:
    • Legal Business Name
    • Business Registration Authority
    • Business Registration Number
    • Business Website URL
  4. Click to continue
  5. Fill out your Business Address details
    • Allow this address to be an emergency address or add a new one
  6. Click to continue
  7. Fill out the Authorized Representative
    • The individual given the legal authority to act on behalf of your business
  8. Upload a Document proving the Commercial Registration of your business with the UK Companies House
  9. Click to continue
  10. Click on done after the system processes the document uploaded.

The registration is complete and you can start using SMS messaging.

Set up a Toll-Free number

If you are facing issues with the A2P 10DLC registration while the process is being completed or solved, you can use an alternative toll-free number for SMS. Check how to configure the toll-free number in the step below.

  • Only United States and Canada Toll-Free numbers are available.

Configure the Toll-free API

In the Company Settings page

  1. Go to the Messaging Services
  2. Click to Edit SMS settings
  1. Go to the Toll-free tab
  2. Click on Choose Toll-Free number
  1. You will be redirected to submit your registration for Toll-Free SMS.

Fields required:

  • Legal Entity Name
  • Street Address
  • Address Line 2
  • Country Code
  • State
  • City
  • Postal Code
  • Website URL
  • Estimated Monthly Message Volume
  • Primary Business Contact
    • First Name
    • Last name
    • Email
    • Phone

You can start using the SMS through the Toll-free number registered, even if the registration is still pending. Reach out to our support if you need any further assistance.

Set up Hosted SMS (for U.S. and Canada only)

If your property is located in the U.S. or Canada, you can enable your landline number to be used as a messaging service, too.

  • Acceptable Numbers - The only type of number that is eligible for Hosted SMS is a landline number;
  • If the number type is Mobile, they cannot be SMS enabled;
  • Currently, only US and Canada are supported;
  • If we SMS enable your landline number, any changes made to your provider will cause Whistle to lose access to that number;
  • The number cannot be SMS enabled unless your call-tree is fully disabled

Follow the next steps:

  1. Reach out to our support requesting to enable Hosted SMS - One of our Customer Coaches will reach out to you to continue with the following steps.
  2. A 6-digit PIN will be provided to you
  3. An automated call will be placed to the landline number within 10 seconds after the PIN is issued to you.
  4. Answer the call and follow the instructions to enter the PIN.
  5. Whistle will verify the completion.
  6. An LOA (Letter of Authorization) will be emailed to you for signature.
  7. Your landline number will become your Whistle SMS number within 24-48 hours.
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