Onboarding
Toll-Free Number Requirements
What we’ll need from your dealership before we can submit a toll-free number for SMS and voice on your behalf.
SnapinAI provisions toll-free numbers through Twilio. Before a number can send or receive SMS, Twilio and the wireless carriers require it to go through toll-free verification (TFV) — a review of your business identity, your website, and how you collect consent from the people you’re texting. If anything below is missing or doesn’t match, the carrier can reject or delay the application, sometimes by weeks. We’ll gather all of this from you before we submit your number.
1. Business information
We’ll need:
- Your legal business name, exactly as registered with your state and the IRS;
- Your EIN;
- A physical business address (no PO boxes);
- Your dealership’s public website URL — the one your customers actually see, not a third-party portal; and
- A contact name, email, and phone number for someone who can confirm these details if the carrier has questions.
2. A privacy policy that covers texting
Your website needs a privacy policy that’s publicly accessible (typically linked from your site footer) and that addresses SMS specifically. Carriers look for language stating that mobile information and SMS opt-in consent are not shared with third parties for marketing or promotional purposes — for example:
“No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. All text messaging originator opt-in data and consent will not be shared with any third parties.”
If your current privacy policy doesn’t include something like this, we can provide language for your team or web vendor to add.
3. SMS terms at the point of opt-in
Wherever someone agrees to receive texts — a web form, an in-store form, or a reply to a keyword — the following should be visible:
- Message frequency varies;
- Message and data rates may apply;
- Reply HELP for help or STOP to opt out; and
- Consent to receive texts isn’t a condition of any purchase.
Our own Terms of Service (Section 16) show an example of how this can be written. We can provide similar language for your site.
4. How your customers opt in
Tell us exactly how someone agrees to receive texts from your dealership — for example, a checkbox at online scheduling, verbal consent captured at service write-up and logged in your CRM, or a keyword sent to a number. Depending on the method, we’ll need:
- For web forms: the page URL or a screenshot of the form and the consent language shown next to it;
- For verbal or in-person consent: the script your team uses and how it’s recorded; or
- For keyword opt-in: the keyword and the automated reply sent to confirm it.
5. Sample messages
Twilio asks for one or two examples of the actual messages your customers will receive, and checks that they match the use case you describe. For example:
“Hi {Name}, this is {Dealership} confirming your service appointment for {Date} at {Time}. Reply STOP to opt out.”
Send us the kinds of messages you plan to send (service reminders, appointment confirmations, recall notices, etc.) and we’ll align the sample messages to match.
6. Timeline and next steps
Once we have everything above, we submit your number for toll-free verification. Twilio doesn’t guarantee a turnaround time, but review typically takes one to three weeks. If the carrier requests additional information, we’ll pass that along to you. The number can’t send or receive SMS until verification is approved.
7. Questions
If you’re not sure whether your website or opt-in process meets these requirements, email us at admin@snapin.ai and we’ll review it with you before submitting.