Overview
The telecommunications industry requires businesses to register 10-digit long code (10DLC) phone numbers to ensure messaging reliability and reduce spam. ServiceTitan's TCR Brand Management provides a guided, self-service workflow to register your business brands, create messaging campaigns, and associate phone numbers. This central hub helps you maintain compliance to ensure your text messages are delivered to customers without disruption.
Who uses this feature
Administrators
Applies to all business types
Applies to all trades
Feature configuration
Account configuration is required to use this feature. Please contact Technical Support for details.
Things to know
To send outbound messages, a number needs a TCR Campaign ID, assigned the first time you text from it in ServiceTitan. In TCR Brand Management, you can see which numbers are associated with a campaign and are active for messaging. Carriers limit each TCR campaign to 49 phone numbers. This view helps you monitor usage and stay within that limit.
Note: This applies only to 10DLC numbers, not toll-free numbers.
ServiceTitan uses your Employer Identification Number (EIN) or Canada Business Number (BN) to lookup and pre-fill public business data from official registries.
You must have a unique Doing Business As (DBA) name for each additional brand, and both your website domain and terms of service domain must match your legal business name or DBA.
Best practices
Perform an EIN lookup during setup to ensure your public company information exactly matches IRS or official records to avoid rejection.
Ensure your website includes a clear privacy policy, as this is mandatory for brand approval across all verticals. For more, see TCR campaign guidelines and requirements.
Consolidate multiple brands and campaigns under a single tenant to streamline compliance management.
Use cases
An administrator for a parent company with several regional branches (DBAs) registers each branch as a separate brand to maintain distinct messaging identities.
An office employee uses the guided workflow to enter EIN data and accept Terms of Service, ensuring the company meets all carrier regulations for SMS/MMS.
Register a new TCR Brand
Register your business brand to send text messages and avoid carrier blocking. Brand verification typically takes 7–10 business days.
Note: Registration involves one-time and monthly pass-through fees from carriers.
Go to the top toolbar and click Settings
.In the side panel, go to Phones > TCR Brand Management.
Note: If your account uses a different phone integration, you may see Phones Pro or Contact Center Pro instead of Phones.
On the TCR Brand Management screen, click Create Brand.
On the Review Brand Fees and Terms pop-up, review the applicable costs, select the checkbox, and click Accept & Continue.
On the Create Brand screen, complete all required fields:
Add EIN Number: Select your Country and enter your EIN or BN.
Review Public Company Information: Review the auto-populated company details and confirm they exactly match your tax registration records.
Add Brand, Website, and Primary Contact: Enter your customer-facing business information, including:
DBA Name
Website Domain
Terms of Service Link
Contact Name
Contact Email
Stock Details: Indicate whether your company is publicly traded. If yes, provide the following additional details:
Business Contact Email
Stock Symbol
Stock Exchange
When finished, click Submit for Verification.
View Brand and Campaign status
Monitor your registration progress directly in the TCR Brand Management section of Phone Settings.
Go to the top toolbar and click Settings
.In the side panel, go to Phones > TCR Brand Management.
On the TCR Brand Management screen, find the brand you want to review. Then check its Brand ID and status — Pending, Approved, or Rejected.
Review the Campaign ID, status, and the phone numbers currently associated with that campaign.
Note: If your account uses a different phone integration, you may see Phones Pro or Contact Center Pro instead of Phones.
Associate phone numbers with a campaign
Associate your phone numbers with an active campaign to enable text messaging.
On the TCR Brand Management screen, find a campaign with Verified status.
Click More
and select Associate Number.On the Associate Number screen, select the numbers you want to add.
Click Associate Number.
Note: Each messaging campaign is limited to 49 associated phone numbers.
Caution: It can take up to an hour before the number is associated and can text out.
FAQ
What is A2P 10DLC and how does it impact my business?
Mobile carriers, such as AT&T, Verizon and T-Mobile, introduced A2P 10DLC, a protocol designed to reduce spam and delays that are often involved with text messaging. With the launch of A2P 10DLC, mobile carriers are requiring businesses to register phone numbers that are used to send text messages with The Campaign Registry (TCR). Their goal is to improve the reliability of legitimate texts, while preventing text messaging from experiencing the same telemarketing and phishing challenges that now plague calls and emails. As a result, effective September 2021, to continue to deliver text messages without disruption, you are required to register your business.
There is a cost associated with registering with TCR and sending messaging based upon your volume.
What is Toll-Free Verification and how does it impact my business?
Toll-free has a process called Toll-Free Verification that qualifies the messaging traffic and indicates that your number has carrier approval to send within the U.S. and Canada. When you get a new toll-free number in ServiceTitan, we automatically submit it for verification. To ensure ServiceTitan has all the necessary details regarding your business, complete your brand registration in TCR Brand Management before requesting a toll-free number. Without completing this step, your numbers won't be verified and SMS delivery will fail.
Since September 30, 2022, all messaging-enabled toll-free numbers have had to complete the toll-free verification process to achieve maximum throughput.
The Toll-free Industry has introduced updated regulations effective November 8, 2023 that block all restricted toll-free numbers from sending messages. TFNs are considered restricted if the number has not been successfully verified, if their verification is incomplete, or if a previously verified number has had its verification revoked. As of November 8, 2023, for any TFNs that are pending verification, your messages will be restricted.
Toll-Free Verification is currently at no cost.
Note: This is subject to change.
As a reminder, effective October 1, 2022, verification is required for all TFNs when sending traffic to Canada.
What features in ServiceTitan send SMS or MMS messages via 10DLC or TFN?
Customer messages includes, but are not limited to:
The Chat feature
Job Notifications (Job Booked Confirmation, Dispatch Notification, Appointment Reminders, Automatic Confirmations)
E-sign workflows
Reputation Management.
Employee messages includes, but are not limited to:
Alerts
Dispatch-to-Technician Messaging
What do I need to do to help my company's brand get registered with the TCR for 10DLC?
Complete your brand registration in TCR Brand Management
Have a company website. It is a requirement to have a website or online presence to get approved, so don't skip this.
Privacy policy is now mandatory for all sizes of companies (all verticals), except Sole Proprietorship.
For more, see TCR campaign guidelines and requirements.
I am based out of Canada. Does this apply to me?
Canadian companies that send messages to US phone numbers must register.
If my 10DLC brand registration fails, what should I do?
Contact Technical Support.
When do I need to register my company to not have my toll-free messages blocked?
You should register your company as soon as possible. As long as you complete your brand registration in TCR Brand Management, ServiceTitan submits your Unverified toll-free numbers for verification. This will change their status to Pending, and after the verification process is complete, it will be updated to Verified.
Caution: Only toll-free numbers with a Verified status can send messages. This ensures compliance with carrier requirements and industry standards.
Can I verify my numbers myself?
No, ServiceTitan must submit your numbers for verification as the messages are being sent from the application.
How can I confirm if my toll-free numbers are verified for messaging?
You can view the toll-free number verification status in your ServiceTitan Settings. Go to Settings 
> Phones / Phones Pro / Contact Center Pro > Phone Numbers and check the results of the Status column.
Are there any fees involved for registering my brand with the TCR, or verifying my TFNs?
TFNs: Currently, there's no additional fee for submitting or verifying a toll-free number.
Note: This is subject to change.
10DLC: Our modeling of the mobile network operator surcharge fee indicates that a customer with average usage will incur a charge between $20 and $50 a month, though this could vary significantly based on seasonal use and the customer's adoption of new features that use text messaging. The overall charge consists primarily of usage surcharge fees, on the order of $5 per 1,000 text messages, and a fixed fee of $10 per month to the TCR.
If your brand registration is rejected, resubmitting will incur another fee.
ServiceTitan will be passing through these fees without any markup beginning October 1, 2021. You will begin to see these fees posted on your November 2021 bill.
Note: These prices are subject to change.
Can I only submit my numbers for Toll-Free Number verification, and not register with TCR for 10DLC, to avoid the TCR fees?
No. ServiceTitan will submit your brand for registration with the TCR upon completing your brand registration in TCR Brand Management. We will also submit your toll-free numbers for verification.
What's the benefit of using 10DLC over a Toll-Free Number for messaging?
10DLC allows for MMS, which is required for being able to send a photo, for example if you want the Technician photo in the Dispatch Notification.
If my default outbound messaging number is a toll-free number, and I have not completed the brand registration, should I switch to a 10DLC number?
There's no need to switch right now. If you do, you would still need to complete your brand registration in TCR Brand Management so that we can submit your brand for approval with TCR. Your messages will be blocked for some period of time until your TCR approves your brand.
Want to learn more?
Visit ServiceTitan Academy to enroll in Managing Customer Notifications