# MessageDesk API Reference Introduction Source: https://docs.messagedesk.com/api-reference/introduction Preview the upcoming MessageDesk API. Join the 2026 waitlist for early access to programmatic SMS messaging endpoints and integration tools. API not currently available. Coming in 2027! Check out our [Relays](/relays/overview) and [webhooks](/relays/webhooks) in the meantime. ## Coming soon Join our waitlist for the API by emailing [kyle@messagedesk.com](mailto:kyle@messagedesk.com)! # Carrier Registration Errors and Fixes Source: https://docs.messagedesk.com/carrier-registration/errors Understand the errors, rejections, and warnings you may see during A2P 10DLC carrier registration in MessageDesk, what each one means, and how to fix it fast. # Carrier registration errors and how to fix them This page explains the messages you may see before, during, and after carrier registration, what each one means, and the fastest way to resolve it. Errors fall into four groups: form errors (before you submit), brand verification failures, campaign rejections, and send-time errors (after approval). *** ## 1. Form errors (before you can submit) MessageDesk checks each field before it lets you submit. Fix these in the registration wizard, then resubmit. | What you'll see | What it means | How to fix it | | ---------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- | | **A tax ID is required to register** | You selected a path that requires an EIN/BN but didn't provide one. | Enter your 9-digit EIN (US) or BN (Canada). Sole proprietorships can't register. See the [overview](/carrier-registration/overview). | | **Tax ID (EIN or Business Number) must be 9 digits** | The EIN/BN you entered isn't exactly 9 digits. | Remove spaces or dashes and enter the 9 digits exactly as they appear on your IRS/CRA records. | | **Required: enter your legal name** | Legal company name is blank. | Enter your legal entity name exactly as filed (include the LLC/Inc suffix). | | **Please select an entity type / business vertical / country / state** | A required dropdown is empty. | Choose the value that matches your tax filings. LLCs taxed as S-Corps should still select **LLC**. | | **Required: a valid support email / support phone** | Public support contact is missing or malformed. | Enter a working public-facing email and phone. Both appear on carrier records. | | **Campaign description must be at least 40 characters** | Your description is too short for carriers to review. | Use **Generate with AI**, or describe who you text and what you send in a full sentence or two. | | **Select at least one group / message type** | No recipients or message types are checked. | Check every group you'll text and every message type you'll send. | | **Please select your estimated volume** | Monthly volume isn't set. | Pick the tier that matches your expected monthly send. | | **At least one sample message is required** / **Required: N valid sample messages** | You have too few valid samples. | Provide **3 to 5** sample messages. Each must be 20–320 characters. | | **Every message must include opt-out language** | A sample is missing STOP language. | Add "Reply STOP to opt out" (or equivalent) to every sample message. | | **Your samples must match what you described in your campaign** | Samples don't align with your campaign description. | Rewrite samples so they clearly reflect the use cases you selected. Mismatches are the #1 rejection reason. | | **At least one sample must include a URL** / **a phone number** | You declared that messages contain links/numbers, but no sample shows one. | Add a real link and/or phone number to at least one sample, or turn off that toggle if it doesn't apply. | | **A sample link is required when messages include URLs** / **Sample link must be a valid URL** | The declared sample link is missing or invalid. | Provide a complete, working URL (including `https://`). | | **SMS Terms & Conditions page is missing or incomplete** | Carriers couldn't find compliant SMS terms on your site. | Publish SMS terms and conditions and link them from your footer. See [privacy policy requirements](/carrier-registration/privacy-policy-terms-conditions). | | **Privacy policy is missing the required no-sharing statement** | Your policy lacks a "we don't sell or share" clause. | Add a statement that SMS opt-in data isn't sold or shared with third parties for marketing. | | **You must confirm this to continue / to submit** | A required acknowledgement (e.g. forbidden topics) is unchecked. | Check the confirmation box to proceed. | Field errors appear inline in the wizard and in the **Review** step's missing-field summary. You can save progress and return; nothing submits until every required field passes. *** ## 2. Brand verification failures (after you submit) After you submit, carriers verify your **brand** (your business identity) against IRS or CRA records. If it can't be verified, your brand shows as **Identity failed** in the Compliance Center. **Most identity failures are a data mismatch.** Your EIN is matched byte-for-byte against IRS/CRA records. If your legal name, EIN, or address doesn't match exactly, verification fails. **Common causes and fixes:** * **Legal name mismatch.** Match your registered legal name exactly, including the suffix (LLC, Inc, Corp). * **EIN mismatch.** Confirm the 9-digit EIN against your IRS Letter 147C or SS-4 confirmation. * **Address mismatch.** Use the address on your tax filings, including suite/unit. * **Brand-new EIN.** If your EIN is less than \~30 days old, carrier records may not have propagated. Wait about 30 days and resubmit. When a brand fails, MessageDesk reopens it for editing so you can correct and resubmit. When carriers return specific feedback (for example, a tax-ID correction), MessageDesk surfaces it on the registration so you know exactly what to fix. A brand in **Pending**, **Unverified**, or **Self-declared** status is still in review. It isn't yet approved and hasn't failed. You don't need to take action unless it moves to **Identity failed**. *** ## 3. Campaign rejections and suspensions Once your brand is verified, your **campaign** (what you send) goes to the carriers. It can come back **Declined** or **Suspended**. **Declined** means carriers rejected the campaign. Common reasons: * **Vague or mismatched samples.** Samples don't match the campaign description. Rewrite them to line up. * **Forbidden content.** Campaigns tied to prohibited topics are rejected immediately and may lead to permanent blacklisting. Review the [forbidden topics](/carrier-registration/submit) list. * **Missing consent or opt-out.** Document your opt-in method and include STOP language. * **Website issues.** Your site must be live and show the same legal name/address, with an accessible privacy policy and SMS terms. **Suspended** means carriers paused an active campaign, usually for a compliance or content concern. Contact [support@messagedesk.com](mailto:support@messagedesk.com) to review and restore it. Corrections and resubmissions reset the review clock and add at least another 48 hours per resubmission. Fix everything before you resubmit. MessageDesk reopens declined and suspended campaigns so you can correct and resubmit. If your brand is denied, any pending campaigns move back to **Draft**. *** ## 4. Errors when sending after approval Even after approval, you may see these when sending. They relate to registration status, not the message itself. | Message | What it means | How to fix it | | ----------------------------------------------------------------------------- | ---------------------------------------------------------- | ------------------------------------------------------------------------------------------------------ | | **Phone number is not registered, please register number to send messages** | The number isn't tied to an approved campaign. | Finish registration, or contact support to associate the number with your campaign. | | **Number is pending association with campaign, this can take up to 24 hours** | Your number is approved but still linking to the campaign. | Wait up to 24 hours. No action needed. | | **Registration has been suspended by the carrier network** | Carriers suspended your campaign. | Contact [support@messagedesk.com](mailto:support@messagedesk.com) to review and restore. | | **Number has exceeded messaging limits** | You hit your campaign's daily or per-second send limit. | Slow your send rate, or contact support about a higher throughput tier (may require enhanced vetting). | Sending more than **2,000 messages/day** requires enhanced carrier vetting and may incur additional fees. *** ## Registration status glossary You'll see these statuses in **Account → Settings → Compliance Center**. | Status | Meaning | Action | | ----------------------- | ------------------------------------- | ----------------------------------------------------------- | | **Draft** | Not yet submitted. | Complete and submit. | | **Submitted / Pending** | In review by MessageDesk or carriers. | Wait. Typically resolves within 24–48 hours per stage. | | **Identity verified** | Your brand passed identity checks. | None. Campaign review comes next. | | **Identity failed** | Brand couldn't be verified. | Correct your business details and resubmit (see section 2). | | **Active** | Campaign approved. You can send. | None. Stay compliant with your registered use case. | | **Declined** | Campaign rejected by carriers. | Fix the issue and resubmit (see section 3). | | **Suspended** | Active campaign paused by carriers. | Contact support. | *** ## Still stuck? Our support team works with you one-on-one to bring your registration into compliance. Email [support@messagedesk.com](mailto:support@messagedesk.com) or [contact us](/contact-us). # Carrier Registration Overview Source: https://docs.messagedesk.com/carrier-registration/overview Understand A2P 10DLC and toll-free carrier registration in MessageDesk. Why it's required, who must register, what it costs, and how to get approved fast. # Carrier registration overview (A2P 10DLC) for MessageDesk Carrier registration verifies your business with U.S. carriers so your texts reach your contacts reliably. This page covers what it is, who needs it, and how to get approved fast. *** ## Carrier registration basics ### What is carrier registration? **A2P 10DLC** is how U.S. carriers verify businesses that text from **local 10-digit numbers**. Registration tells carriers **who you are** and **what you send**. This improves deliverability and reduces filtering. If you text from **toll-free numbers**, you'll complete **Toll-Free Verification** (a separate process). ### Who needs to register? * Any business texting **U.S. recipients** from **local (10DLC)** numbers in MessageDesk. * **Toll-free** numbers require **toll-free verification** per number. **Sole proprietorships aren't supported.** MessageDesk doesn't currently register sole proprietorships for business texting. To register, your business needs to be a registered legal entity (LLC, Inc, Corp, non-profit, government, and so on) with an **EIN**. If you operate as a sole proprietor, form an LLC or other entity (LegalZoom and similar services make this fast) and re-apply once you have your EIN. Contact [support](/contact-us) with questions about your specific situation. Businesses or organizations texting only within Canada (never sending to U.S.-based numbers) are currently **exempt** from carrier registration. ### How long does carrier registration take? * **Businesses with an EIN:** typically **5 to 7 business days**. * **Toll-Free Verification:** typically **2 to 3 weeks**. Timelines vary if carriers can't verify your information on the first pass. *** ## Choose your carrier registration path ### 1. Business/Organization (I have an EIN) * **Requirements:** legal business name, **EIN** (you can provide this via email), business address, and website or public listing. * **Coverage:** all local 10-digit numbers in your **workspace**. * **Fees:** none. We bundle small ongoing carrier fees into your subscription price. ### 2. Toll-free verification * **Applies to:** each **toll-free** number you use. * **Cost:** free. * **Timing:** about 2 to 3 weeks. *** ## What you'll need to submit your carrier registration * **Exact legal business details** (match tax records, include LLC/Inc suffix if applicable). * **EIN** for your registered legal entity. * **Business address** (include suite/apt). * **Website or official listing** (Facebook, Yelp) that shows your business name and address. * **Messaging use case description** (what types of messages you'll send). * **3 to 5 sample SMS messages** (include **"Reply STOP to opt out"** at the end of all messages). * A compliant **[SMS privacy policy and terms](/carrier-registration/privacy-policy-terms-conditions)** published on your website. * **Consent method** (how you collect opt-in: web form, written, verbal, keyword, and so on). *** ## If you're rejected Our support team will work with you one-on-one to bring your website and opt-in methods into compliance for carrier registration. **Common rejection reasons and quick fixes** * **Business info mismatch.** Match your legal name (with suffix), **EIN**, and full address to tax records. * **Broken or mismatched website.** Use a working URL that shows your correct business name and address. * **Vague samples or use case.** Be specific and brand-consistent. Include an opt-out line. * **Missing consent or opt-out.** Explain your opt-in flow and include **"Reply STOP to opt out."** * **New EIN.** If your EIN is brand-new, wait about 30 days and resubmit. See [Carrier registration errors and how to fix them](/carrier-registration/errors) for the full list of errors, rejection reasons, and what each status means. *** ## After approval Our support team lets you know once your carrier registration is approved. From there, we'll work with you to configure your phone lines with your MessageDesk workspace. Keep your **privacy policy and live site** consistent with what you registered. *** ## I'm a sole proprietor. What are my options? MessageDesk doesn't currently register sole proprietorships for business texting, with or without an EIN. To register and text from MessageDesk, you'll need to operate as a **registered legal entity**. **Options:** * **Form an LLC, Inc, or Corp** (services like LegalZoom can set this up in a few business days), then register under the **Business (EIN)** path above. * **If your business is already incorporated** but you've been operating informally as a sole prop, gather your EIN and tax docs and register through the standard Business path. Have a unique situation? Reach out to [support](/contact-us) and we'll help you figure out the next step. *** ## FAQs ### Does registration cost money? No. MessageDesk doesn't charge extra for registration. **Carrier and campaign fees** are included in your MessageDesk subscription. ### Can I register during a free trial? Yes. Submit and complete registration during your **trial** so you're ready to text as soon as you're approved. ### Do toll-free numbers need this, too? Yes. **Toll-free has its own verification** per number (free). Timing is typically **2 to 3 weeks**. ### What should my sample messages look like? Short, specific, brand-consistent, and include **opt-out** in at least one example.
**Example:** "Hi ContactFirstName, this is BusinessName. Your appointment is set for Date at Time with WorkspaceName. Reply YES to confirm or **STOP to opt out**." ### How do I stay compliant after I'm approved? Get consent, include opt-out language when appropriate, avoid prohibited content (SHAFT), and keep your content aligned with your registered use case. ### What if I switch from sole proprietor to a business? Once you have an **EIN** under a registered legal entity (LLC, Inc, Corp), register under the **Business (EIN)** path so all local numbers in your workspace are covered. # SMS Privacy Policy Requirements Source: https://docs.messagedesk.com/carrier-registration/privacy-policy-terms-conditions Write and publish an SMS privacy policy and terms and conditions that meet A2P 10DLC and toll-free verification requirements. Includes required sections, carrier-ready example language, and templates. # SMS privacy policy and terms & conditions requirements To get approved for **A2P 10DLC** (local) and to pass **toll-free verification**, carriers require a **public, compliant SMS privacy policy** and **SMS terms and conditions**. Carriers visit your website and check both before approving your registration. This page is the single source of truth for that language. Use it (plus our downloadable template) to publish yours and keep your messages deliverable. This page is referenced from the **Website privacy policy and SMS terms** step of [how to submit your carrier registration](/carrier-registration/submit). Publish this language on your site before you submit. ## Privacy policy resources (getting started) **Download:** [MessageDesk SMS Privacy Policy Template (PDF)](https://cdn.prod.website-files.com/6349fd438ecb3a3594605225/67afb34b6eef780d2481b82d_A2P%2010DLC%20Carrier%20Compliance%20Privacy%20Policy%20Template%20-%20MessageDesk.pdf) **Free Tool:** [**AI-Powered Privacy Policy Checker**](https://www.messagedesk.com/free-tools/privacy-policy-generator) *** ## What your SMS privacy policy must include * **Data collected:** What you collect (e.g., name, mobile number) and **how** (web forms, keywords, in-store signups). * **Data usage:** Why you send texts (reminders, order updates, service notices, promotions). * **Consent and opt-in:** The explicit opt-in method (checkbox text, keyword, form language, written/verbal consent). * **Opt-out mechanism:** Clear instructions like **"Reply STOP to opt out."** Include this **in your policy and sample messages**. * **Third-party sharing:** State you **don't sell or share** SMS data with third parties for marketing. If you use an SMS provider, say it's **only to deliver messages**. * **Security:** High-level measures (encryption, access controls). * **Retention and deletion:** How long you retain data and how users can **request deletion**. * **Support contact:** Email and/or phone for privacy inquiries. For promotional messaging, get **express written consent**. A **double opt-in** (user enters number → confirm SMS → user replies YES) is strongly recommended. *** ## Where to publish (and link) your privacy policy * Add the policy to your website and link it in the **global footer**. * Link it anywhere you collect phone numbers: * Opt-in forms and checkouts * Chatbot flows * Landing pages and popups * Paper or in-store signups (QR/link) You can place your SMS terms and conditions in your privacy policy or on a separate URL, but this language must be **present and accessible** to carriers as part of the vetting process. As a best practice, link both from your website footer. *** ## 1. Privacy Policy Your privacy policy must cover SMS messaging: how you use phone numbers, opt-out instructions, and a statement that opt-in data won't be shared with third parties for marketing or promotional purposes. Add an SMS section like the one below to the privacy policy on your website if this language isn't already there. **Example SMS privacy policy language:** #### Privacy Policy Last updated: \{Insert last updated date} This Privacy Policy describes Our policies and procedures on the collection, use, and disclosure of Your information when You use the Service and tells You about Your privacy rights and how the law protects You. We use Your Personal data to provide and improve the Service. By using the Service, You agree to the collection and use of information in accordance with this Privacy Policy. \{\{ Organization Name }} maintains strict privacy policies, ensuring that personal information and mobile information of our users and members is not sold, shared, rented, released, or traded to third parties for marketing/promotional purposes. SMS Opt-Out: If you are receiving text messages from us and wish to stop receiving them, simply respond with either “STOP” to the number from which you received the message. Once we receive your message, you will no longer receive further text messages from us. Collecting and Using Your Personal Data #### Types of Data Collected - Personal Data While using Our Service, We may ask You to provide Us with certain personally identifiable information that can be used to contact or identify You. Personally identifiable information may include, but is not limited to: * Email address, First name and last name, Phone number, Address, State, Province, ZIP/Postal code, City * Usage Data is collected automatically when using the Service. #### Use of Your Personal Data The Company may use Personal Data for the following purposes: * To provide and maintain our Service, including monitoring the usage of our Service. * To manage Your Account, including managing Your registration as a user of the Service. The Personal Data You provide can give You access to different functionalities of the Service that are available to You as a registered user. #### Retention of Your Personal Data The Company will retain Your Personal Data only for as long as is necessary for the purposes set out in this Privacy Policy. We will retain and use Your Personal Data to the extent necessary to comply with our legal obligations (for example, if we are required to retain your data to comply with applicable laws), resolve disputes, and enforce our legal agreements and policies. #### Security of Your Personal Data The security of Your Personal Data is important to Us, but remember that no method of transmission over the Internet, or method of electronic storage, is 100% secure. While We strive to use commercially acceptable means to protect Your Personal Data, We cannot guarantee its absolute security. #### Changes to this Privacy Policy We may update Our Privacy Policy from time to time. We will notify You of any changes by posting the new Privacy Policy on this page. We will let You know via email and/or a prominent notice on Our Service, prior to the change becoming effective and update the “Last updated” date at the top of this Privacy Policy. You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page. #### Contact Us If you have any questions about this Privacy Policy, You can contact us at: \{Insert how people can contact your company (phone number or email)} *** ## 2. SMS Terms and Conditions Add a dedicated page (or a section in your privacy policy) explaining your SMS terms and conditions, including: * Message frequency * Opt-out instructions * Help info * Contact info * Messaging and data rates **Example SMS Terms and Conditions language:** #### SMS Terms and Conditions \{Organization Name} sends text messages regarding marketing and promotions and general customer service, including appointment reminders, follow-ups, account and delivery reminders, and feedback and review requests. You can cancel the SMS service at any time. Simply text "STOP" to the number provided. Upon sending "STOP," we will confirm your unsubscribe status via SMS. Following this confirmation, you will no longer receive SMS messages from us. To rejoin, sign up as you did initially, and we will resume sending SMS messages to you. If you experience issues with the messaging program, reply with the keyword HELP for more assistance, or reach out directly to \{Insert support email address or toll-free number}. Carriers are not liable for delayed or undelivered messages. As always, message and data rates may apply for messages sent to you from us and to us from you. Message frequency varies. For questions about your text plan or data plan, contact your wireless provider. For privacy-related inquiries, please refer to our privacy policy: \{Insert link to privacy policy}. **The above is not legal advice.** MessageDesk isn't a law firm. The template language on this page is general information to help you meet carrier (CTIA / The Campaign Registry) registration requirements. It isn't legal advice and may not fit your business. Review any changes to your privacy policy or terms with your own legal counsel before publishing, and make sure your policies accurately describe your actual data practices. You're responsible for your website's content and its compliance with applicable law. *** ## Consent and opt-in language Your privacy policy and terms explain your program; your **opt-in point** captures consent. Carriers require documented proof of how contacts opt in. For carrier-ready example consent language for each method (web form, keyword, QR code, paper form, and verbal), see [Submit A2P Carrier Registration → Submit proof of an opt-in method](/carrier-registration/submit). **Verbal-only opt-in isn't accepted for marketing or promotional messaging.** Any campaign with a marketing component requires a **written** opt-in method (web form, keyword, QR code, or paper form). Verbal consent is only valid for non-promotional, non-marketing campaigns. An online form with an unchecked consent checkbox is the recommended method and is **required** for marketing traffic. *** ## Carrier registration checklist (pre-submission) * ✅ Business details **match registration** (legal name, EIN, address). * ✅ Website is **live** and matches your brand/legal name. * ✅ **Opt-out** ("Reply STOP…") appears in your **policy and all sample messages**. * ✅ Message examples reflect your **real messaging use case**. * ✅ Opt-in method is **documented and visible** where numbers are collected. * ✅ Clear **no-sharing** clause for third-party marketing. *** ## Common causes of rejection (and fixes) * ❌ Missing **opt-out** → Add "Reply STOP to opt out" to policy **and** samples. * ❌ No visible policy → Publish and link from footer plus all opt-in points. * ❌ Vague purpose → Specify use cases (reminders, order updates, etc.). * ❌ Website mismatch → Ensure site shows the **same legal name** and address. * ❌ Missing no-sharing clause → Add the "we don't sell or share" statement. * ❌ New EIN (less than 30 days) → Wait until records propagate, then resubmit. For the full list of registration errors, rejection reasons, and status meanings, see [Carrier registration errors and how to fix them](/carrier-registration/errors). *** ## Frequently asked privacy policy questions **Do I need a separate policy just for SMS?**
Not required. You can add an **SMS section** to your existing privacy policy that covers opt-in, opt-out, usage, sharing, retention, and contact. **Is double opt-in mandatory?**
No, but it's recommended for **promotional** messaging and improves compliance evidence. **Does this apply to toll-free numbers?**
Yes. **Toll-free verification** is separate, but the same privacy expectations apply. *** ## Final compliance checklist (before you submit) * ✅ Publish/update your **SMS privacy policy** (with SMS Terms and Conditions). * ✅ Link it in your **footer** and on **all opt-in forms**. * ✅ Include **consent flow** and **STOP keywords** in sample messages. * ✅ Submit with **accurate business info** that matches public records. # Submit A2P Carrier Registration Source: https://docs.messagedesk.com/carrier-registration/submit Submit your A2P 10DLC and toll-free carrier registration in MessageDesk. Step-by-step guide to brand info, use case selection, and approval timing. # How to submit your carrier registration with MessageDesk MessageDesk builds carrier registration into the phone setup flow. When you configure phone lines, you provide your business details, choose how you want to connect numbers, and submit your registration from the same place. *** ## What you'll need to complete carrier registration (quick checklist) * **Valid payment method** * **Legal business name** (exactly as filed, including LLC/Inc) * **EIN** (you can send your EIN by email. MessageDesk only asks for tax documents if manual verification is needed) and **business address** * **Website or public listing** (Facebook, Yelp, etc.) * **Use-case description** (what you'll send) * **Three to five sample SMS messages** (include "Reply **STOP** to opt out" in at least one) * **Consent method** (web form checkbox, written or verbal, keyword) **Sole proprietorships aren't supported.** MessageDesk doesn't currently register sole proprietorships for business texting. To submit a registration, your business must be a registered legal entity (LLC, Inc, Corp, non-profit, government, and so on) with an EIN. See the [Carrier Registration Overview](/carrier-registration/overview) for options. While your registration is pending, you can't send text messages in MessageDesk. ## Carrier registration timeline 1. **(10 min.)** Submit the required carrier registration information via MessageDesk 2. **(Depends/Variable)** Make the necessary website changes for full SMS compliance. 1. Depending on your messaging and campaign needs, changes can include updating your privacy policy, SMS terms and conditions, and opt-in method (website forms, and so on). 2. Complete all changes before you submit your full, final carrier registration request to the carrier network. 3. **(24 hours)** MessageDesk reviews your submitted brand and campaign information during normal business days (excluding holidays and weekends). 1. You can view your campaign status at any time in the Compliance Center by visiting **Account → Settings → Compliance Center**. 4. **(48 hours)** Upstream carrier providers review your registration and either approve or deny it. This timeline assumes no errors or inaccuracies in the carrier registration you submit. Campaign corrections and resubmissions reset the registration clock back to zero and add at least another 48 hours for each resubmission and review. ## How to begin carrier registration in MessageDesk You can begin the carrier registration process several ways when logged in to MessageDesk. ### 1. Go to Account -> Settings Go to the **Compliance Center** and click the **Registration** tab to begin. Compliance Center Registration ### 2. Begin carrier registration Click **Start registration** to begin. Before you can send text messages, you need to register your business (brand) and campaign with the carrier network. The submission takes about 10 minutes. MessageDesk saves your progress as you go. You'll need to start a **14-day free trial** and **enter a valid payment method** to submit a carrier registration request. MessageDesk begins billing your account at the end of your 14-day free trial. ### 3. Start Answer a few questions about where your message recipients are, your tax status, and the types of numbers you want to use in MessageDesk. #### Where are the people you'll be texting? USA, Canada, or both. Your answer determines which carrier regulations apply to your messaging. All U.S. messaging requires full A2P 10DLC carrier registration. MessageDesk users who only message Canadian recipients are currently exempt from carrier registration, but additional rules may apply. #### Do you have a tax ID (EIN or BN)? In the U.S., the IRS issues your EIN as a nine-digit number. In Canada, the CRA issues your BN as a nine-digit number. Carriers require a tax ID to verify your identity. #### What numbers will you use to send messages? You can use local 10-digit (10DLC) and toll-free numbers with MessageDesk. Toll-free numbers (800, 888, etc.) have a separate registration process. To complete a toll-free carrier registration, email [**support@messagedesk.com**](mailto:support@messagedesk.com). Carrier Registration Start ### 4. Enter your business information Tell us about the legal entity that will send messages. Carriers verify your identity against IRS or CRA records, so enter your details exactly as they appear on your tax documents. Start by selecting the country that issued your tax ID (EIN/USA or BN/Canada). You can speed things up with AI by uploading your W-9 or comparable tax documents. MessageDesk reads your **W-9 or EIN Letter (CP-575)** and autofills your organization's details. We process these documents securely on our servers, and we never extract SSNs. What's a W-9? [Click to view an example.](https://www.irs.gov/pub/irs-pdf/fw9.pdf)
Where can I find my Canadian BN? [Click for info.](https://www.canada.ca/en/services/taxes/business-number.html) Carrier Registration Business Information #### Organization identity Enter the following: * **Legal company name:** Must match your IRS or CRA records. Mismatches cause registration delays. * **DBA/display name:** Toggle this on and enter your brand name if it differs from the legal name on file with the IRS. * **Entity type (partnership, LLC, corporation, non-profit, government)**: Must match your tax filings. LLCs taxed as S-Corps should still select LLC. * **EIN/Tax ID**: Your nine-digit IRS Employer Identification Number. You'll find it on your IRS Letter 147C or SS-4 confirmation. * **Industry/vertical:** Carriers use your industry vertical for risk scoring. Certain verticals like Cannabis or Gambling face extra scrutiny. #### Mailing address * Street address * City * State/province * ZIP/postal code #### Publicly traded company Toggle this on if your company is publicly traded, then enter the **stock exchange** and **stock symbol** for your organization. Publicly traded companies must complete enhanced carrier vetting through MessageDesk. #### Online presence Enter your business website. If you don't have one, a Facebook or Instagram business-page link also works. We use this link to scan your site for privacy policy and SMS terms and conditions language. #### Support contact (email and phone) Enter a public-facing email and phone number where contacts can reach your organization for support. Both appear on carrier records. ### 5. Enter your messaging campaign details Carriers need to know who you're texting and what you're sending. They review this closely, so accuracy directly affects your approval time. Carrier Registration Business Information 1 #### Who receives your messages? Check every group of people you plan to text. This shapes the campaign description that carriers review. * Leads and prospective customers * Existing customers * Staff and employees * Followers and volunteers * Students and faculty * Other #### What kinds of messages do you send? Check all that apply. Carriers match these against your sample messages. * Marketing and promotions * General customer service * Reminders and follow-ups * Invoices and payments * Account notifications * Delivery and order notifications * Collecting feedback * Collecting reviews * Public service announcements * Higher education * Two-factor (2FA) messages * Fraud and security alerts * Polling and voting * Other #### Campaign description Click **Generate with AI** to create a carrier-compliant campaign description. Here's an example of a fully compliant carrier registration campaign description: *MessageDesk (Alderwood Labs Inc.) sends SMS messages to leads, prospective customers, and existing customers for marketing promotions, appointment reminders, account notifications, delivery updates, customer care support, and invoicing. Recipients opt in by submitting their phone number through web forms, checkout flows, or other digital touchpoints on [messagedesk.com](http://messagedesk.com), or by providing explicit written consent directly to a MessageDesk business customer. Message frequency varies by account and use case.* #### Monthly message volume Enter the total SMS/MMS messages you expect to send per month across all MessageDesk-connected phone numbers. * Up to 100/mo. * 100-500/mo. * 500-1,000/mo. * 1,000-5,000/mo. * 5,000-10,000/mo. * 10,000-50,000/mo. * 50,000-100,000/mo. * 100,000+/mo. Sending more than **2000 messages/day** requires **enhanced carrier vetting**. MessageDesk supports these messaging rates, but carriers require you to submit additional information. Enhanced vetting may also incur additional fees. ### 6. Acknowledge forbidden messaging topics Carriers restrict messaging in the following content categories. Carriers immediately reject campaigns tied to forbidden content. Repeat violations can lead to permanent blacklisting. Carrier Registration Forbidden Topics #### Cannabis / CBD / THC Carriers block messages that promote, sell, or advertise cannabis, CBD, THC, or related products, regardless of state or local legality. #### Firearms, weapons, and ammunition Carriers block content that promotes the sale of firearms, ammunition, explosives, or weapons (including accessories). #### Gambling and betting Carriers block unsolicited messages about gambling, sports betting, casinos, lotteries, or sweepstakes. #### Adult / sexual content Carriers block sexually explicit material, adult entertainment services, escort services, and dating services with sexual content. #### Hate speech and harassment Carriers block messages that contain hate speech, threats, harassment, bullying, or content that discriminates based on protected classes. #### Phishing, fraud, and deceptive practices Carriers block deceptive messages that try to fraudulently obtain personal information, impersonate entities, or mislead recipients. #### Controlled substances and prescription drugs Carriers block promotion of illegal drugs, unauthorized pharmaceuticals, and unapproved supplements. #### Predatory lending and debt collection abuse Carriers block high-interest lending solicitations (payday loans), abusive debt collection tactics, and misleading financial offers. #### Unsanctioned political / PAC messages Carriers block political messaging that lacks proper sender identification, opt-in consent, or campaign finance disclosure. #### Other illegal activities Carriers block any content that promotes, facilitates, or encourages illegal activity under federal, state, or local law. #### **Does your messaging include age-restricted content?** e.g., alcohol and tobacco Age-restricted industries can still register. Businesses like alcohol distributors, bars, and restaurants are eligible, but you need age-gating on your website first. A rep will walk you through what's needed. Email [support@messagedesk.com](mailto:support@messagedesk.com). We'll tell you exactly what you need for your vertical. #### **Does your business offer lending, loans, or credit products?** e.g., loans, credit, or other financial services **Lending and credit businesses can still register.** We can support businesses that offer lending, loans, or credit products, but these carry extra carrier requirements. A rep will walk you through what you need before you register. Email [support@messagedesk.com](mailto:support@messagedesk.com) first, and we'll tell you exactly what you need for your vertical. #### Confirmation: Confirm that your messaging campaigns won't include content related to any of the forbidden topics listed above. ### 7. Add sample messages Write example text messages your contacts would actually receive. Vague or mismatched sample messages that don't line up with your campaign description are the number one reason for campaign rejections. Provide **three to five** sample messages. Three is the minimum. Five is the maximum carriers accept. Each message must be 20–320 characters. If you declared that your messages include links or phone numbers, **at least one** sample must contain a real link, and at least one must contain a real phone number. Carrier Registration Sample Messages #### Will your messages ever contain links or phone numbers? Toggle one or both of these on if your messages will contain links or phone numbers. Declaring these accurately matters. Carriers check your sample messages against what you declare here. #### What carriers check in your sample messages * Provide **at least three** samples (up to five). Each must be 20–320 characters. * Write texts your contacts would actually receive. Not placeholders. * Include your org name in every message. * Every message must include opt-out language (for example, "Reply STOP to opt out"). * Your sample messages must match what you described in your campaign description. Carriers reject mismatches. #### Click Generate with AI Click to create carrier-compliant sample messages based on your campaign description. ### 8. Website privacy policy and SMS terms and conditions Your website needs an SMS-compliant privacy policy and a callout for specific, carrier-required, SMS terms and conditions. Carriers visit your website and check your privacy policy and SMS terms before approving your carrier registration campaign. Carrier Registration Privacy Terms What you'll need: * Access to your website (or the name of who manages it) * Your privacy policy and SMS terms page links #### Website URL Enter your website URL. We use AI to scan your site for a privacy policy and SMS terms and conditions. This helps us personalize the suggested language to add to your website. #### Policy contact information Enter the email and phone number for the contact info generated in the privacy policy and SMS terms text below. #### 1. Privacy Policy and 2. SMS Terms and Conditions Your website needs an SMS-compliant privacy policy and SMS terms and conditions. Carriers visit your site and check both before approving your campaign. At a minimum, your privacy policy must state how you use phone numbers, give opt-out instructions (**"Reply STOP to opt out"**), and confirm that you **don't sell or share** opt-in data with third parties for marketing. Your SMS terms must cover message frequency, opt-out, HELP, contact info, and that message and data rates may apply. As a best practice, link your privacy policy and SMS terms from your website **footer**. This language must be present and accessible to carriers as part of the vetting process. Full, carrier-ready example privacy-policy and SMS terms language (plus a downloadable template and a free AI checker) lives on the [SMS Privacy Policy Requirements](/carrier-registration/privacy-policy-terms-conditions) page. Copy it from there so you're always using the current version. **This isn't legal advice.** MessageDesk isn't a law firm. The template language is general information to help you meet carrier (CTIA / The Campaign Registry) registration requirements and may not fit your business. Review changes with your own legal counsel, and make sure your policies accurately describe your actual data practices. You're responsible for your website's content and its compliance with applicable law. ### 9. Submit proof of an opt-in method Carriers require documented proof of how your contacts, customers, or subscribers opt in to receive SMS messages from your organization. As part of your carrier registration, you'll submit evidence of your opt-in method as a screenshot or URL. #### Online form - website form collects phone and consent For every form on your website where you collect a phone number, include SMS opt-in verbiage and a default unchecked checkbox to collect consent. Online forms are your best choice for collecting SMS opt-in. Carriers also **require** this method for any campaign that sends **marketing or promotional** text messages. Carrier Registration Opt In Form Option **Example website SMS opt-in form** Carrier Registration Example Opt In Form **Example SMS opt-in language:** ***By submitting this form and signing up for texts, you consent to receive text messages regarding (\{INSERT THE TYPES OF MESSAGES YOU WILL SEND}) from at the number provided. Consent is not a condition of purchase. Message & data rates may apply. Message frequency varies. Unsubscribe at any time by replying STOP or clicking the unsubscribe link (where available). Reply HELP for help. Privacy Policy (\{INCLUDE LINK TO PRIVACY POLICY}).*** #### Via text (keyword) - contacts text a keyword to opt in You can configure your MessageDesk workspace and campaign to automatically opt in contacts who text a designated keyword to your MessageDesk-connected phone numbers. How this works: 1. You display your opt-in keyword on your website, signage, and other channels. 2. A contact texts a keyword like SUPPORT to your MessageDesk number. 3. They automatically receive a follow-up message like this: **Example keyword opt-in message:** *MessageDesk: You're now subscribed to general customer service, invoices and payments, delivery and order notifications, review requests, feedback collection, account notifications, reminders and follow-ups, and marketing and promotions. Msg frequency varies. Msg & data rates may apply. Reply HELP for help, STOP to cancel. Privacy policy → [https://www.messagedesk.com/privacy](https://www.messagedesk.com/privacy)* Carrier Registration Keyword Opt In #### QR code - a scan leads to an opt-in landing page You can submit a QR code as proof of SMS opt-in. Display consent text like this close to where you advertise your QR code: *By scanning, you consent to receive general customer service, invoices and payments, delivery and order notifications, review requests, feedback collection, account notifications, reminders and follow-ups, and marketing and promotions from MessageDesk. Msg & data rates may apply. Message frequency varies. Reply STOP to cancel. Privacy Policy: [https://www.messagedesk.com/privacy](https://www.messagedesk.com/privacy)* Carrier Registration Qr Code Opt In #### Paper form - a physical form with consent language Paper forms are a valid form of SMS opt-in. For this opt-in method, include the following opt-in language on your form. Paper forms require the following disclosure elements for opt-in: * STOP opt-out keyword * HELP keyword * "Message and data rates may apply" * Message frequency language (how often contacts can expect a text) * SMS terms and conditions reference/link * Privacy policy reference/link **Example paper form opt-in language:** *I agree to receive general customer service, invoices and payments, delivery and order notifications, review requests, feedback collection, account notifications, reminders and follow-ups, and marketing and promotions from MessageDesk. Msg & data rates may apply. Message frequency varies. Reply STOP to cancel, HELP for help. Consent is not a condition of any purchase. Privacy Policy: [https://www.messagedesk.com/privacy](https://www.messagedesk.com/privacy)* Carrier Registration Paper Form Opt In #### Verbal consent - staff reads a consent script You can indicate verbal opt-in for non-promotional and non-marketing carrier registration campaigns. **Verbal-only opt-in can't be used for marketing or promotional campaigns.** Any campaign with a marketing component requires a written opt-in method (web form, keyword, QR code, or paper form). The wizard blocks a verbal-only selection on a marketing campaign. Use verbal consent only for non-promotional, non-marketing messaging. **Example verbal opt-in script:** *"I'd like to add you to our text messaging list so MessageDesk can send you general customer service, invoices and payments, delivery and order notifications, review requests, feedback collection, account notifications, and reminders and follow-ups. Standard message and data rates may apply, and message frequency varies. You can reply STOP at any time to unsubscribe, or HELP for help. Do I have your consent?"* \[Wait for verbal "yes"; record in CRM or call recording] Carrier Registration Verbal Opt In ### 10. Enter additional contact information You can add additional contacts if you aren't able to make website changes or changes to your privacy policy or terms and conditions. Specifically, you can add contact information for the web developer, marketing agency, or legal/compliance representative that your business works with. MessageDesk generates a document brief for each contact that explains the specific changes they need to make. You can print or save this document as a PDF to share. Carrier Registration Additional Contacts ### 11. Review and submit your carrier registration information Review your required carrier registration information before you submit. You can edit each section independently and make updates. Once you're satisfied with the information, complete the final attestation that all information you're submitting is correct and accurate, then click **Submit registration**. Carrier Registration Final Review ## After you submit your carrier registration * **Status updates:** Visit the Compliance Center in MessageDesk to view your carrier registration status in real time. * **Connect with Support:** Questions? Email [**support@messagedesk.com**](mailto:support@messagedesk.com) **Once you submit, your brand and campaign details lock while carriers review them.** You can't edit them mid-review. If your brand fails identity verification, or if carriers decline or suspend your campaign, MessageDesk automatically reopens it so you can correct the flagged details and resubmit. To fix something while a submission is still pending, contact [support@messagedesk.com](mailto:support@messagedesk.com). For a full list of registration errors, rejection reasons, and what each status means, see [Carrier registration errors and how to fix them](/carrier-registration/errors). Carrier Registration Status Dashboard *** ## Tips to speed approval * Make sure your **website shows the same legal name** and address you submit. * Include **opt-out language** ("Reply STOP…") in at least one **sample message**. * Describe **exactly** what you plan to send (for example, "appointment reminders and service updates"). * For toll-free, submit **one form per number** to verify each line. *** ## Frequently asked carrier registration questionnaire questions About **seven to 10 minutes**. Have all the required documents and information ready before you start. Yes. MessageDesk saves your progress as you go, so you can leave and pick up where you left off. Gathering your required documents before you begin still makes the process faster. Contact our support team at [support@messagedesk.com](mailto:support@messagedesk.com) or text (775) 313-9465. We can help correct any errors before carriers process your registration. No. Once your business is registered, you can add multiple phone numbers under the same registration. Toll-free numbers require separate verification. *** ## If you're rejected * Our team will let you know, and we'll help resubmit on your behalf. We're here to help you fix it once and get approved. # Contact Us Source: https://docs.messagedesk.com/contact-us Get in touch with MessageDesk by phone, email, or chat to report a bug, ask product questions, request a new feature, or get billing support. Ask for something new in Inbox by MessageDesk View our latest product updates and announcements For questions or concerns about your account, email or text our support team. Interested in a partnership? Drop us a line and leave your thoughts here. Put our sales team on your calendar for a demo, pricing discussion, and answers to questions. # Anonymous opted-out and blocked contacts Source: https://docs.messagedesk.com/contacts/anonymous-opt-out-blocked Manage anonymous, opted-out, and blocked contacts in MessageDesk. Learn how each list works, when contacts move between them, and how to unblock or restore. # Understanding anonymous, opted-out, and blocked contacts Visit the contacts module in MessageDesk, and you'll find a list of all of your contacts as well as views for **Anonymous**, **Opted-Out**, and **Blocked** in the side menu. What does each view mean in the contacts module? ## Anonymous contacts ### What are anonymous contacts? Anonymous contacts aren't actually contacts; they're just phone numbers that are tied to conversations somewhere in your inbox. MessageDesk intentionally keeps contacts and conversations separate so that you can text with phone numbers that may never become contacts saved in MessageDesk. ## Opted-Out ### What are opted-out contacts? Opted-out contacts are contacts that have chosen to stop receiving messages from any of your phone lines/numbers connected to MessageDesk. Contacts primarily opt out of text messaging by texting the word **STOP**. In the contacts module, MessageDesk provides you with a list of these contacts so that you may connect with them via alternate communication methods, like email, etc. You can learn more about [SMS opt-in, privacy policies, and compliance](/settings/workspace-settings/compliance-center) here. ### Bulk import or export the opt-out list Admins can move opt-outs in and out of MessageDesk from the [Data Center](/settings/workspace-settings/data-center). * **Import opt-outs.** Upload a CSV of phone numbers (E.164 format) to block them from every phone line in the workspace. Useful when migrating from another platform. See [Import opt-outs](/settings/workspace-settings/data-center#import-opt-outs). * **Export opt-outs.** Run an opt-out export from the Data Center to get a CSV of every number currently on the workspace opt-out list. Opt-out imports are **workspace-scoped**. If your tenant has multiple workspaces, import into each workspace that needs the block. ## Blocked ### What are blocked contacts? Blocked contacts are tied to unwanted (sometimes malicious) phone numbers that may, from time to time, send errant text messages to your MessageDesk workspace. Once you block a contact, they will no longer be able to send text messages to your MessageDesk workspace, phone numbers, or inbox. ## How to block a contact ### 1. Go to the contacts module. Search for or select the contact you want to block from your contact list. ### 2. Click the block icon. You'll find the block icon in the contact detail card. Blocking a contact method hides the conversation from your inbox and blocks any inbound messages on that channel. MessageDesk won't save messages received while the contact is blocked. Block Contact Pn # Create, Delete, Filter & Import Contacts Source: https://docs.messagedesk.com/contacts/create-import Create, delete, filter, and import MessageDesk contacts one at a time or in bulk via CSV. Covers required formats, validation rules, and import limits. # Add individual contacts one-by-one, or import many via CSV You can create a single contact or bring in thousands at once with a CSV. Here's how, and the limits to avoid errors. **Need to export your contacts?** Go to **Settings → Data Center → [Export](/settings/workspace-settings/data-center#export)** and click **Export Contacts** for a full CSV dump of every contact in your workspace. *** ## Add an individual contact ### 1. Go to **Contacts** Click **+ Add Contact**. On desktop, this opens a dialog where you can create the contact without leaving the page. Contacts Add Contact On mobile, clicking **+ Add Contact** navigates to a separate page instead of opening a dialog. ### 2. Enter details Add **First name**, **Last name**, and **Phone**, then click **+ Create Contact**. First name, last name, and phone number are **required when creating contacts**. Phone numbers without names are treated as **anonymous contacts** until you add contact details later. If the phone number already belongs to another contact, you'll see an error. Phone numbers are **unique identifiers** in MessageDesk (one number → one contact). A single contact can have **multiple** numbers. Contacts Create Contact ### 3. View and edit the contact From the contact panel, you can: 1. Add additional phone numbers. 2. Copy the contact's number. 3. Send a message from the Inbox. 4. Unlink ("delete") a number from the profile. 5. Block the contact from messaging your workspace. Changing a contact's primary phone may **unlink** past conversations from the profile. Contacts Profile View *** ## Delete or edit a contact To permanently remove a contact from your workspace: 1. Go to **Contacts**. 2. Find and select the contact(s) you want to delete. 3. Select your **items per page** (25, 50, 100, or 250) 4. Hover and click to select individual contacts or multiselect the entire page 5. Click the **vertical ellipse icon** to delete an individual contact. 6. Confirm the deletion or edit when prompted. Deleting a contact is **permanent** and can't be undone. MessageDesk preserves the contact's conversation history, but it appears as an anonymous contact. Bulk deletes are processed as a single batch request. Contacts are removed from the list as the deletion completes, and a confirmation shows the total number of contacts deleted. Contacts Multi Select ### Sort contacts Click the **Sort** dropdown menu above the contacts list to change the sort order. Available sort options include: * **Alphabetical by first name (A–Z)** * **Alphabetical by last name (A–Z)** * **Newest:** most recently added or updated contacts at the top * **Oldest:** oldest contacts at the top Sort is a **dropdown menu** (not a toolbar). Open the menu, pick an option, and the contacts list re-orders immediately. ### Search contacts The search bar appears **only on filtered Contact views** (saved filters or any applied filter). To search, first apply or open a saved filter, then use the search bar to find contacts within that view. The search bar is **not available on All Contacts**. Use a filter or saved filter to search a specific subset of your contacts. *** ## Filter contacts The Contacts module lets you filter contacts based on their properties saved in MessageDesk. You can use **Criteria** and **Conditions** to create various types of filters. Contacts Create Filter ### Add criteria Criteria are a set of conditions. You can add as many criteria as you like to a filter. As you add criteria, you'll see a filter preview. Criteria work in two ways: creating AND and OR statements. * **Selecting Match All (AND)** means all criteria must meet the filter's conditions. * **Selecting Match ANY (OR)** means any criteria must meet the filter's conditions. ### Add conditions Conditions are based on data fields saved and populated as part of the contact's profile in MessageDesk. You set your filter on conditions on standard fields like: * First Name * Last Name * Last Outbound Message Time * Last Inbound Message Time You can also set filter conditions based on [**custom fields**](/settings/workspace-settings/custom-fields) added to MessageDesk. ### Condition operators Use condition operators to create logical expressions for your filters. The types of operators available depend on the field's data type (true/false, dropdown, date, number, phone, and text). #### Available condition operators * Contains * Equals * In * Is Empty * \> (greater than) * \>= (greater than or equal to) * \< (less than) * \<= (less than or equal to) * NOT Contains (does not contain) * NOT Equals (does not equal) **Is Empty doesn't take a value.** When you select **Is Empty**, the value selector is removed. The operator alone defines the match. Use it to find contacts missing a value in a given field (for example, contacts with no opt-in status set). Once you're satisfied with your filter, click **Apply Filter** to view a list of contacts matching your filter conditions and criteria. ### Save and edit filters Contacts Save Filters After applying a filter, you can save it for quick access later: 1. Click **Save Filter**. 2. Give your filter a name. 3. Click **Save**. Saved filters appear in the **side menu** of the Contacts module. Click any saved filter to instantly view the contacts that match its criteria. ### Search saved filters Use the search widget in the Contacts side menu to quickly find a saved filter by name. Selecting a result navigates to Contacts with that filter applied. Saved filter search is available on the **desktop web app only**. It's not available on tablet or mobile, since filters can't currently be managed in Contacts on those platforms. * Search matches against the **filter name only** (not its criteria or conditions). * The widget follows the same design as the global search bar and the Contacts search bar for a consistent experience across MessageDesk. ### Delete a saved filter To remove a saved filter: 1. Open **Contacts** in the desktop web app. 2. In the Contacts side menu, find the saved filter you want to remove. 3. Click the **Delete** button on the filter. 4. Confirm the deletion. The **Delete** button is available for both simple and **compound filters** (filters built from multiple conditions). Deleting a saved filter is permanent. It doesn't delete any contacts, only the saved view. *** ## Import contacts in bulk via CSV Upload contact lists in bulk when you have a large amount of contact information to bring into MessageDesk. ### CSV limits and requirements (read first) **TL;DR** * **Row count:** up to **5,000 rows** per CSV (hard limit) * **File size:** up to **10 MB** * **Platform:** **Web-only** (imports aren't supported on mobile/desktop apps) * **Format:** must use **.csv** files **with a header row**, **UTF-8** encoding * **Required per row:** **Email** *or* **Phone** (at least one) **Your CSV must:** * Include a **header row** (first line in .csv file). * Use **consistent columns** on every row (same number of columns as the header). * Include at least one contact method: **Email** *or* **Phone** per row. * Preferred: Use **E.164** format for phone number formatting (e.g., `+15551234567`). Download: [**Make a copy of our sample contact import .csv template here**](https://docs.google.com/spreadsheets/d/1P8JIfQngIJnMRo5cfCEf8gdxvIKpzmoeLEAfImYII58/copy). ### 1. Go to **Contacts** → **Import Contacts** Click **Import Contacts**. **Note:** You can also access the contact import feature from **Settings → Workspace Settings → [Data Center](/settings/workspace-settings/data-center)** Contacts Import ### 2. Select your .CSV Select a `.csv` file from your computer or make a copy of our [**shared Google Sheet (MessageDesk Contact Import Template)**](https://docs.google.com/spreadsheets/d/1P8JIfQngIJnMRo5cfCEf8gdxvIKpzmoeLEAfImYII58/copy) **Note:** The file picker only accepts .**CSV type files**. Contacts Import Dialog ### 3. Identify contacts by mapping properties in MessageDesk to columns in your file You can adjust the field mapping manually, but in most cases, fields will auto-map when column names match properties in MessageDesk. Click **+ Add Custom Field** to map [custom fields](/settings/workspace-settings/custom-fields) from your .csv file to custom fields in MessageDesk. **A contact can have multiple phones, emails, and addresses.** Map each column (for example, `mobile`, `work_phone`, `email_home`, `email_work`, `address_billing`, `address_shipping`) to its own field. All values attach to the same contact record instead of creating duplicates. **Note:** Email or Phone is a required property for every contact uploaded to MessageDesk. Contacts Identify ### 4. Fix duplicates and errors (preview step) Click Preview Import to confirm that your fields are properly matched. MessageDesk validates your data and flags issues **before** import. Invalid rows are **skipped**. Clean Shot2025 08 26at12 18 42 Pn *** ## Validation rules and what we check * **Email**: must be a valid email address (`name@example.com`). * **Phone**: must be in **E.164** format (e.g., `+15551234567`). * **Custom fields**: must match defined **types** and constraints. See [custom fields](/settings/workspace-settings/custom-fields) for supported types. * **Duplicates**: checked by **email** and **phone**. Matching contacts are **updated** rather than skipped (see [How duplicate updates work](#how-duplicate-updates-work)). *** ## How duplicate updates work When an imported row matches an existing contact by **email** or **phone**, MessageDesk **updates** that contact instead of skipping the row: * Updates only apply to columns you **mapped** in the import. * A field is updated only when the mapped column has a **value** for that row. Empty values leave the existing field unchanged. * Updates can apply to **standard fields** (first name, last name, email, phone, address, etc.) and **custom fields**. *** ## How imports run * **Batching**: processed in batches up to **5,000** (aligned with the row limit). * **Async processing**: large uploads are staged and processed on the server for reliability. * **CSV only**: the importer accepts **.csv files**. Other formats aren't supported. *** ## Common errors and fixes * **"CSV file is too large."**\ Split your file so each CSV has **≤ 5,000 rows** and **≤ 10 MB**. * **"CSV imports are only supported on the desktop web platform. Please use the web interface for importing contacts."**\ Switch to the **web app** to run the import. * **"Invalid phone format."**\ Convert to **E.164** (country code + number, no spaces). * **"Invalid email address."**\ Correct typos or remove invalid emails. * **"Row has an inconsistent number of columns."**\ Ensure every row matches the header's column count. * **"Missing contact method."**\ Add **Email** or **Phone** for that row. *** ## Best practices * **Normalize phones to E.164** before uploading. * **Deduplicate** by email/phone first to avoid partial merges. * **Test with 25 rows** to confirm mapping and validation. * **Use [custom fields](/settings/workspace-settings/custom-fields)** intentionally. Ensure data types match your definitions. * **Keep under limits** (≤ **5,000** rows, ≤ **10 MB**) for smooth importing. *** ## FAQ **Can I import from my phone or desktop app?**\ No. CSV imports are **web-only**. **Can I import other data (labels, message templates, messages, opt-outs)?**\ Yes. From the [Data Center](/settings/workspace-settings/data-center) you can import **messages**, **message templates**, **labels**, and **opt-outs** in addition to contacts. See [How to import message templates, labels, and opt-outs](/settings/workspace-settings/data-center#how-to-import-message-templates-labels-and-opt-outs). This doc covers **Contacts CSV**. **What happens to skipped rows?**\ Invalid rows are **skipped**. Fix the CSV and re-import those rows separately. **Can I update existing contacts?**\ Yes. CSV imports **update** existing contacts when an imported row matches an existing contact by **email** or **phone**. Only mapped columns with a value are updated. Empty cells leave existing fields unchanged. Updates apply to standard fields (name, email, phone, address, etc.) and custom fields. # Download & Install Apps Source: https://docs.messagedesk.com/get-started/install-apps Download MessageDesk for iOS, Android, and as a desktop progressive web app. Step-by-step install instructions for every platform your team uses. # Download MessageDesk on mobile and desktop Download the MessageDesk companion on your phone or set it up as a desktop app. ## What's available on mobile vs. desktop **Mobile app features:** * Access your Inbox and Conversations * Send and receive messages * View and manage contacts * Update your user profile * Change Inbox appearance (color theme only) * Auto-capitalization at the start of sentences for easier typing **Desktop-only features:** * Relays * Comments and mentions (coming soon to mobile) * Full settings access (layout, signatures, Workspace Settings) **Does MessageDesk require WiFi?** No. The mobile app works on any internet connection, including cellular data (4G/5G). You don't need WiFi for core functionality like sending messages, managing your Inbox, or viewing contacts. *** ## Download MessageDesk for iOS ### 1. Download TestFlight app on iOS To join our beta, [download TestFlight on your phone here.](https://apps.apple.com/us/app/testflight/id899247664) Test Flight Mobile Jpe **Watch:** [How to Install the MessageDesk Mobile App on iOS](https://www.youtube.com/shorts/z4ZuYxrPu5w). ### 2. Open a web browser on your phone Use a web browser like Safari or Chrome to visit the URL in the next step. ### 3. Download the Inbox by MessageDesk App (Beta) Visit this URL to download/add the iOS mobile app to your TestFlight account: [https://testflight.apple.com/join/nXZRzunZ](https://testflight.apple.com/join/nXZRzunZ) **If TestFlight opens and asks for a redemption code, stop.** This happens when TestFlight launches directly instead of loading the invite page. Here's how to fix it: 1. Exit TestFlight and return to your browser (Safari or Chrome). 2. Navigate back to the invite link: [https://testflight.apple.com/join/nXZRzunZ](https://testflight.apple.com/join/nXZRzunZ) 3. On the invite page, scroll down and tap **"View in TestFlight"** next to *Inbox by MessageDesk Beta*. Don't enter a redemption code. The invite link handles access automatically. Mobile Download Ios ### 3b. Install from the invite page (not from inside TestFlight) The invite page shows two items: * **Get TestFlight**: download the TestFlight app first if you don't have it yet. * **View Inbox by MessageDesk Beta**: tap this to install the app. Tap **"View in TestFlight"** next to *Inbox by MessageDesk Beta*. TestFlight opens directly to the correct app. Tap **Install**. If you open TestFlight on its own and try to find the app from inside the app, you won't see it listed yet. You must come from the invite link. ### 4. Turn automatic updates on Open TestFlight and tap MessageDesk under apps. Scroll and toggle automatic updates on. Always make sure you have the latest app updates. If your app is out of sync with the newest version, you may encounter errors. Automatic updates only occur when your phone is plugged in, charging, and connected to WiFi. If you primarily use cellular data, check for updates manually to avoid running an outdated version, which can cause errors. Mobile Automatic Updates ### 5. Start texting and leave feedback Send SMS and MMS, assign replies, and collaborate in real-time. When using the mobile app, you can take screenshots and send "Developer Feedback" to our team. Inbox Beta Inbox Jpe ## Android: Join the Google Play beta ### 1. Visit the Google Play Android app store [Download MessageDesk for Android](https://play.google.com/store/apps/details?id=com.messagedesk.mobile) here. You'll find two versions of MessageDesk when searching on the Google Play Store. The first app, titled "MessageDesk," is tied to the version 1 MessageDesk product "MessageDesk Reach". The other version, "**Inbox by MessageDesk**," is the one all version 2 Inbox by MessageDesk users should download and use. Google Play Store ### 2. Tap Install and log in to your existing MessageDesk account from your Android Tap Join the beta if prompted. You can send "Developer Feedback" from the app to our team. ## How to install MessageDesk as an app on Chrome Use Chrome to install MessageDesk as a PWA (progressive web app) that looks and behaves like a native app. ### 1. Open **Chrome** and **log in to your MessageDesk workspace**. * **Click More (three dots)** * Select the option to **Cast, Save, and Share** ### 2. Select Install Page as App You can also click the **Install icon in the address bar** (when available). Install Pwa Chrome Pn ### 3. Name the app Name it **MessageDesk**, or give it a name based on your organization name, etc. Install Name Pwa Chrome Pn ### 4. MessageDesk appears in your OS launcher or dock Pwa Chrome App Installed Pn **Tips:** * Right-click the app on your taskbar/dock for shortcuts. * Manage app settings from the app window: More > App info > Settings. ## How to install MessageDesk as an app on Safari / macOS Sonoma+ Safari can save any site as a standalone web app with separate cookies and history. ### 1. Log in to MessageDesk using Safari Go to **File** and select **Add to Dock** (or Share button > Add to Dock). Install Safari App Pn ### 2. Name the app and click Add macOS saves MessageDesk in your **Home > Applications** and adds it to the **Dock**. Install Safari App Name Pn ### 3. Open from Dock/Launchpad and sign in Safari App Dock Pn **Note:** * To change the app name, URL, or icon click: **App menu > Settings**. * **Optional:** You can show/hide navigation controls or match title bar color to site. * **Notifications:** Allow in the web app, then manage in **System Settings > Notifications**. ## Quick troubleshooting * Can’t find the install option in Chrome? * Make sure you’re on the main app URL and using the latest Chrome. * Safari “Add to Dock” missing? * You need macOS Sonoma or later. Update macOS, then try again. * Beta access issues on mobile? * Reopen the TestFlight or Google Play link and ensure you’re logged into the correct Apple/Google account. ## FAQ **Can I use MessageDesk on cellular data only (no WiFi)?**\ Yes. MessageDesk has full functionality on cellular data. The only limitation is that automatic app updates require WiFi. You may need to update the app manually. Poor cellular signal can also affect performance, the same as any internet-connected app. # Introduction to MessageDesk Source: https://docs.messagedesk.com/get-started/introduction Discover what MessageDesk is, why teams choose our shared SMS inbox over email and chat tools, and how to onboard your team in minutes. # Welcome to MessageDesk