Five9 Integration Guide

MyTCRPlus.com

A2P 10DLC Registration & Campaign Administration

Complete User Guide for Five9 Customers

Covers: Brand Registration • Campaign Registration • TCR Compliance • Five9 SMS Integration • Ongoing Administration

Table of Contents

1 Overview and Purpose

This guide provides step-by-step instructions for Five9 customers using MyTCRPlus.com to complete Application-to-Person (A2P) 10DLC registration, manage SMS campaigns, and maintain ongoing compliance. It covers every tool in the MyTCRPlus platform as applied to the Five9 contact center environment.

1.1 What Is A2P 10DLC?

A2P (Application-to-Person) 10DLC (10-Digit Long Code) is the carrier-mandated framework governing business SMS traffic sent from software applications over standard 10-digit phone numbers. The major U.S. wireless carriers — T-Mobile, AT&T, and Verizon — require all commercial SMS senders to register their brand and campaigns through The Campaign Registry (TCR) before message delivery is permitted.

Five9 uses 10DLC-enabled long codes to deliver outbound SMS from its cloud contact center platform. Without completed TCR registration, Five9 SMS messages will be filtered, blocked, or throttled at the carrier level. MyTCRPlus.com provides the compliance tooling to complete and manage that registration.

1.2 Why MyTCRPlus.com?

MyTCRPlus is a SaaS compliance platform purpose-built for A2P 10DLC operations. It consolidates brand registration, campaign creation, phone number assignment, content scanning, compliance monitoring, and carrier-specific policy management into a single dashboard. For Five9 customers, it eliminates the need to navigate TCR's raw portal or coordinate separately with each carrier.

1.3 How Five9 Fits Into the Registration Ecosystem

2 Accessing MyTCRPlus

2.1 Account Setup

• Navigate to https://mytcrplus.com in a supported browser (Chrome, Edge, or Firefox latest stable release).
• Select Create Account or log in with credentials provided by your MyTCRPlus administrator.
• On first login, complete the Organization Profile: enter your company's legal name, EIN/Tax ID, physical address, and primary contact information.
• Assign roles to team members using the User Management panel under Settings. Available roles are: Owner, Admin, Compliance Manager, Campaign Operator, and Read-Only.
• Configure notification preferences under Settings > Notifications. Set up email alerts for registration status changes, carrier rejections, and campaign expiration warnings.

2.2 Dashboard Layout

The MyTCRPlus dashboard is divided into six primary navigation zones:

2.3 Five9 Integration Prerequisites

Before beginning TCR registration in MyTCRPlus, confirm the following in your Five9 environment:

• Five9 SMS feature is enabled on your account (contact Five9 support if not active).
• You have identified or procured the 10DLC phone numbers to be used for outbound SMS (from Five9's number provisioning or a ported number block).
• You know the messaging use case(s): transactional notifications, customer care, marketing, two-factor authentication, etc.
• You have the legal business name, EIN, and corporate address ready for brand registration.
• You have sample message content prepared — at minimum two representative messages per campaign use case.
• You have documented your opt-in and opt-out processes per carrier requirements.

3 Brand Registration

Brand registration is the first required step. TCR uses brand data to verify your organization's identity and assign a vetting score that influences campaign throughput limits.

3.1 Brand Registration Concepts

3.2 Required Information

Have the following ready before starting brand registration in MyTCRPlus:

3.3 Step-by-Step: Creating a Brand

• From the MyTCRPlus dashboard, navigate to Brands > Create New Brand.
• Select brand type: Standard (for most Five9 customers) or Non-Profit if applicable.
• Enter the Legal Company Name exactly as it appears on your EIN documentation. Mismatches are a leading cause of brand rejection.
• Enter EIN in the format XX-XXXXXXX. Do not include dashes in fields that auto-format.
• Select Company Type from the dropdown. For most businesses this is Private. Public companies must enter their stock exchange and ticker symbol.
• Enter the physical business address. This must be a real street address, not a PO Box.
• Select your business vertical from the TCR industry classification list. Choose the closest match to your primary line of business.
• Enter your company website URL. The site must be live and publicly accessible at submission time.
• Enter primary contact information: full name, direct email address, and phone number.
• Review all entries against your IRS EIN documentation before proceeding.
• Click Submit Brand. MyTCRPlus transmits the registration to TCR.
• Monitor brand status in the Brands dashboard. Initial status will show as Pending. TCR typically processes brand registrations within 24–72 hours on business days.

3.4 Brand Status Reference

3.5 Brand Rejection: Common Causes and Fixes

3.6 Brand Vetting (Optional but Recommended for High-Volume Five9 Deployments)

Standard brands receive a default TCR vetting score based on public business data. If your Five9 deployment requires high SMS throughput (thousands of messages per day), enhanced brand vetting increases your score and your daily message limits.

To initiate enhanced vetting from MyTCRPlus:

• Go to Brands and open your verified brand record.
• Select Request Enhanced Vetting.
• Choose a vetting provider from the available list (e.g., Aegis, WMC Global).
• Pay the vetting fee (charged by the vetting provider; fees vary).
• Submit supplemental business documentation if requested by the vetting provider.
• Monitor vetting status; completion typically takes 3–10 business days.

4 Campaign Registration

A campaign in TCR defines a specific messaging use case. Every distinct type of message you send through Five9 requires its own registered campaign. You cannot mix use cases within a single campaign.

4.1 Use Case Selection

TCR defines standard use cases. Select the use case that matches the actual content of your messages, not the use case with the highest throughput limit. Mismatched use cases are a leading cause of carrier filtering.

4.2 Required Campaign Information

4.3 Writing Compliant Sample Messages

Sample messages are reviewed by TCR and carriers. They must accurately reflect the messages your Five9 system will actually send. Each sample message must contain:

• Your business name or brand name.
• The message content relevant to your declared use case.
• An opt-out instruction (e.g., 'Reply STOP to unsubscribe').
• No prohibited content (see Section 9 for carrier content policy details).

Examples of compliant sample messages for a Five9 Customer Care campaign:

4.4 Step-by-Step: Creating a Campaign

• Confirm your brand status is Verified before proceeding.
• Navigate to Campaigns > Create New Campaign.
• Select the verified brand this campaign belongs to.
• Select the Use Case from the dropdown. Do not select a use case more permissive than your actual message content requires.
• Enter a Campaign Name for internal reference. Use a descriptive name that identifies the Five9 workflow, environment, and use case (e.g., 'Five9-Prod-CustomerCare-East').
• Write the Campaign Description. Explain specifically what the campaign does, who receives messages, how they opted in, and what the messages contain. Write in plain language; vague descriptions cause rejections.
• Write the Message Flow description. Explain the end-to-end process: how a consumer enters your messaging workflow, how they provide consent, and what triggers messages.
• Enter Sample Message 1 exactly as it will appear to recipients. Do not use placeholder text.
• Enter Sample Message 2. Make it meaningfully different from Sample 1.
• Under Opt-In, select your opt-in method. Options include: Web Form, Mobile Keyword, Paper Form, Point of Sale, Verbal, IVR, or Text-to-Opt-In.
• Enter your Opt-In Message — the confirmation sent to consumers after they provide consent.
• Enter Opt-Out Keywords. Include at minimum: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT.
• Enter your Opt-Out Message — the message sent immediately when a consumer replies with an opt-out keyword.
• Enter Help Keywords: HELP and INFO at minimum.
• Enter your Help Message — the message returned when a consumer replies with a help keyword.
• Toggle embedded links on or off. If on, list every domain that will appear in messages.
• Toggle embedded phone numbers on or off.
• Review the complete campaign record. Use the MyTCRPlus Campaign Compliance Checker tool (see Section 6.2) to pre-validate before submission.
• Click Submit Campaign. MyTCRPlus submits to TCR and initiates carrier vetting.

4.5 Campaign Status Reference

4.6 Campaign Rejection: Response Procedure

When a campaign is rejected, MyTCRPlus displays the rejection reason from TCR or the carrier DCA. Rejection reasons are categorized as:

• Content-related: Sample messages contain prohibited content or do not match the declared use case. Revise sample messages to comply with carrier policies. See Section 9.
• Registration-related: Missing or insufficient opt-in documentation, incomplete description, or vague message flow. Revise the affected fields with greater specificity.
• Brand-related: Brand vetting issues propagating to the campaign. Resolve brand-level issues first.
• Technical: Submission errors. Contact MyTCRPlus support.

Rejection response steps:

• Open the campaign record in MyTCRPlus and read the full rejection reason.
• Identify the specific field or content that triggered the rejection.
• Make corrections to the campaign record.
• Use the Campaign Compliance Checker (Section 6.2) to validate the revised content.
• Resubmit the campaign. Resubmissions to TCR are subject to a resubmission fee.

5 Phone Number Assignment

Phone numbers must be registered under an active campaign before use in Five9. Unregistered numbers sending A2P traffic will be filtered at the carrier level.

5.1 Number Import

• Navigate to Phone Numbers > Import Numbers.
• Enter phone numbers manually (one per line, E.164 format: +1XXXXXXXXXX) or upload a CSV file.
• MyTCRPlus validates number format and checks for existing registrations.
• Click Import. Numbers appear in the Phone Numbers inventory with status Unassigned.

5.2 Assigning Numbers to Campaigns

• Navigate to Phone Numbers. Filter by status: Unassigned.
• Select one or more phone numbers using the checkboxes.
• Click Assign to Campaign.
• From the campaign dropdown, select the active campaign these numbers will operate under. Only campaigns with Active or Pending-DCA status are selectable.
• Click Confirm Assignment. Numbers move to Assigned status and are linked to the selected campaign in TCR.
• MyTCRPlus pushes the assignment to TCR. Carrier-level association is updated within 24 hours.

5.3 Adding Assigned Numbers to Five9

Once numbers are registered and assigned in MyTCRPlus, add them to your Five9 environment:

• Log into Five9 VCC Admin.
• Navigate to Configuration > ANI Pool (for outbound) or Number Management (for two-way SMS channels).
• Add the registered phone numbers as SMS-capable numbers in the appropriate Five9 profile.
• In Five9, create or update the SMS Channel or IVR Script that will send messages using these numbers.
• Test the channel using Five9's test environment before going live.

5.4 Number Portfolio Management

The Phone Numbers section in MyTCRPlus provides full visibility into your number inventory:

6 Compliance Tools

The MyTCRPlus Compliance Center contains the tools used to pre-validate messages, audit opt-in/opt-out operations, and maintain ongoing carrier policy compliance.

6.1 Content Scanner

The Content Scanner analyzes message text against the carrier content policies of T-Mobile, AT&T, and Verizon. Use it to validate message templates before deploying them in Five9 message flows.

Using the Content Scanner

• Navigate to Compliance Center > Content Scanner.
• Select the carrier(s) to scan against. For Five9 deployments on all major carriers, select All Carriers.
• Enter the message text exactly as it will appear to recipients. Include variable content as representative examples (e.g., replace {customer_name} with an actual name such as 'John').
• Click Scan Message.
• Review results. The scanner returns a pass/fail per carrier with specific policy citations for any flagged content.
• If flagged, revise the message content to address the specific policy violations cited.
• Re-scan after revision until all targeted carriers return a pass result.
• Document passing scan results for your compliance records.

6.2 Campaign Compliance Checker

The Campaign Compliance Checker performs a pre-submission validation of your complete campaign registration against current TCR requirements and carrier policies.

• Navigate to Compliance Center > Campaign Compliance Checker.
• Select the campaign record to validate.
• Click Run Check.
• Review the compliance report. Issues are categorized as: Error (must fix before submission), Warning (recommended to fix), and Info (informational).
• Correct all Error-level findings before submitting the campaign.
• Address Warning-level findings where possible; these represent carrier preferences that, while not mandatory, improve approval likelihood.

6.3 Opt-In / Opt-Out Audit Log

The Audit Log records every opt-in and opt-out event across all campaigns. For Five9 deployments, this log is the authoritative record of consumer consent.

Accessing the Audit Log

• Navigate to Compliance Center > Opt-In/Opt-Out Audit Log.
• Filter by campaign, phone number, date range, or event type (opt-in, opt-out, re-opt-in).
• Export filtered results to CSV for record-keeping or audit responses.

Five9 administrators should configure their IVR and agent flows to trigger consent recording in MyTCRPlus via the API (see Section 10) whenever a customer provides opt-in consent during a Five9 interaction.

6.4 Carrier Policy Checklists

MyTCRPlus maintains carrier-specific compliance checklists for T-Mobile, AT&T, and Verizon. These checklists reflect the most current carrier requirements for A2P 10DLC messaging.

T-Mobile Checklist

• Campaign registered and active in TCR with T-Mobile DCA approval.
• Opt-in is explicit — pre-checked boxes and implied consent are not accepted.
• Opt-out keywords STOP and STOPALL are honored within 24 hours (real-time processing required).
• HELP keyword returns business name, support contact, and opt-out instructions.
• No URL shorteners (bit.ly, tinyurl.com, etc.) unless using a T-Mobile approved public URL shortener.
• No misleading or deceptive content.
• No high-risk content without approved special use case registration: cannabis, firearms, gambling, adult content, alcohol (consumers under 21).
• Loan/debt-related messages require enhanced documentation per T-Mobile's Financial Services policy.

AT&T Checklist

• Campaign registered and active in TCR with AT&T DCA approval.
• Business name included in every message or identifiable from the sending number.
• Opt-out confirmation sent immediately upon receipt of opt-out keyword.
• No third-party data sharing without explicit consumer disclosure.
• URLs in messages must resolve to the registered business domain.
• Marketing messages require double opt-in for AT&T subscribers in certain categories.
• Lead generation campaigns require disclosure of all companies that will contact the consumer.

Verizon Checklist

• Campaign registered and active in TCR with Verizon DCA approval.
• Clear identification of sender in all messages.
• Opt-out honored within one business day (real-time strongly recommended).
• HELP response must include: sender name, message frequency disclosure, 'Msg & data rates may apply' disclosure, and STOP opt-out instruction.
• No messages sent outside permitted hours without prior consumer consent: 8 AM – 9 PM consumer local time.
• Political messaging requires additional registration steps with Verizon directly.

6.5 Filtering Event Monitor

The Filtering Event Monitor displays carrier-level filtering and blocking events affecting your registered numbers and campaigns.

• Navigate to Compliance Center > Filtering Events.
• Review events by campaign, number, and carrier.
• For each filtering event, the record shows: timestamp, carrier, affected number, message sample (if available), and the filter reason code.
• Act on filter events within 48 hours. Persistent filtering without remediation can result in campaign suspension.
• Common remediation actions: revise message templates using Content Scanner, update campaign registration to better reflect actual content, check opt-in compliance for the affected numbers.

7 Ongoing Campaign Administration

TCR campaign registrations are not set-and-forget. Ongoing administration includes periodic renewals, content updates, number portfolio changes, and compliance monitoring.

7.1 Campaign Editing

You can update certain campaign fields after initial approval. However, material changes to use case, sample messages, or opt-in methods typically trigger a TCR re-review, which may require a fee and introduces additional approval time.

To edit a campaign in MyTCRPlus:

• Navigate to Campaigns and open the campaign record.
• Click Edit Campaign.
• Make the required changes.
• Use the Campaign Compliance Checker to validate before saving.
• Click Save and Submit if changes require TCR re-review, or Save Only for internal-only changes.

7.2 Campaign Renewals

TCR campaign registrations require annual renewal. MyTCRPlus provides automated renewal reminders 60 days and 30 days before expiration. Campaigns that expire will stop delivering messages until renewed.

• Navigate to Campaigns. Campaigns approaching expiration are flagged with an expiration warning.
• Open the expiring campaign.
• Click Renew Campaign.
• Review the campaign fields. Update any information that has changed since initial registration.
• Run the Campaign Compliance Checker.
• Submit the renewal. TCR processes renewals similarly to new submissions.
• Confirm renewal approval before the expiration date.

7.3 Adding and Removing Phone Numbers

As your Five9 deployment grows or contracts, phone numbers can be added to or removed from campaigns.

Adding Numbers

• Import new numbers via Phone Numbers > Import Numbers.
• Assign to the appropriate campaign via Phone Numbers > Assign to Campaign.
• Confirm assignment reflects in the campaign's number list.
• Add the newly assigned numbers to the corresponding Five9 SMS channel or ANI pool.

Removing Numbers

• Navigate to Phone Numbers. Select the number to remove.
• Click Unassign from Campaign.
• Confirm the unassignment. The number returns to Unassigned status.
• Remove the number from the corresponding Five9 configuration to prevent it from being used for messaging while unregistered.

7.4 Campaign Suspension Response

If a campaign is suspended by TCR or a carrier DCA:

• Immediately pause all message traffic through Five9 flows using numbers assigned to the suspended campaign.
• Open the campaign record in MyTCRPlus and read the suspension reason.
• Do not attempt to route traffic through other campaigns or unregistered numbers as a workaround — this compounds the violation.
• Contact MyTCRPlus support with the campaign ID and suspension reason.
• If the suspension is carrier-level, contact the carrier's business messaging support directly in addition to resolving through MyTCRPlus.
• Remediate the identified cause: correct content, update opt-in records, or address volume violations.
• Resubmit for reinstatement through MyTCRPlus. Timeline varies by carrier and severity.

7.5 Multi-Campaign Management for Five9

Larger Five9 deployments frequently operate multiple campaigns covering different use cases, business units, or brands. Best practices for managing multiple campaigns:

• Use consistent, descriptive naming: [Brand]-[Environment]-[UseCase]-[Region] (e.g., AcmeCorp-Prod-CustomerCare-West).
• Maintain a campaign registry spreadsheet outside of MyTCRPlus documenting the Five9 workflow that each campaign serves, the numbers assigned, and the renewal date.
• Assign campaign ownership to specific team members in MyTCRPlus to distribute administrative responsibility.
• Set up separate campaigns for production and testing environments. Do not use production campaigns for development testing.
• Use the Analytics section to review performance per campaign monthly. Low-performing or inactive campaigns should be evaluated for deactivation to reduce renewal costs.

8 Opt-In and Opt-Out Operations

Carrier compliance for A2P 10DLC is fundamentally driven by consent. Every message sent through a Five9 SMS flow must go only to consumers who have provided valid, documented consent. This section covers the mechanics of operating opt-in and opt-out correctly.

8.1 Valid Opt-In Methods

8.2 Opt-In Confirmation Message Requirements

Immediately after a consumer opts in, your system must send a confirmation message that contains:

• Your business name.
• Confirmation of the program the consumer enrolled in.
• Message frequency disclosure (e.g., 'Up to 4 msgs/month' or 'Message frequency varies').
• 'Msg & data rates may apply' disclosure.
• STOP opt-out instruction.
• HELP support instruction.

8.3 Opt-Out Processing Requirements

When a consumer replies with any of the standard opt-out keywords (STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT), your system must:

• Immediately cease sending messages to that number.
• Send one final opt-out confirmation message.
• Log the opt-out event in MyTCRPlus (via API or manual entry).
• Suppress the number from all future campaign sends.

Five9 SMS flows must be configured to honor opt-out keywords at the message routing level — not merely logging them. If Five9 continues to attempt delivery to opted-out numbers after the opt-out keyword is received, carrier filtering will escalate.

8.4 Logging Consent in MyTCRPlus

For consent records to be audit-ready, every opt-in and opt-out must be logged in MyTCRPlus with:

• Consumer phone number.
• Timestamp of consent event.
• Campaign the number is consenting to.
• Consent method used.
• Source identifier (e.g., web form URL, IVR call ID, agent ID).

Logging can be done via:

• MyTCRPlus API: Preferred for Five9 integrations. Configure a Five9 workflow step to POST consent events to the MyTCRPlus consent endpoint. See Section 10.
• Manual Import: Via Compliance Center > Opt-In/Opt-Out Audit Log > Import. Use for batch consent records from legacy systems.
• Keyword Auto-Log: MyTCRPlus auto-logs opt-out events received via registered keywords when integrated with your Five9 message routing.

8.5 Re-Opt-In After Opt-Out

Consumers who have opted out may re-opt-in at any time by texting START (or your designated re-opt-in keyword) to the campaign number. Your system must:

• Restore the number to active status in your sending list.
• Send the standard opt-in confirmation message.
• Log the re-opt-in event in MyTCRPlus.

9 Carrier Content Policies

Carriers enforce content policies that supplement TCR registration requirements. Messages that comply with TCR registration but violate carrier content policies will still be filtered. This section covers prohibited content and high-risk content categories relevant to Five9 business messaging deployments.

9.1 Universally Prohibited Content

The following content categories are prohibited by all major carriers and will result in message filtering, campaign suspension, or brand deregistration:

• SHAFT-C categories: Sex (explicit sexual content), Hate, Alcohol (to minors), Firearms (illegal), Tobacco/Cannabis, and controlled substances.
• Phishing and social engineering: Messages designed to obtain personal information under false pretenses.
• Malicious software distribution: Any message directing users to download harmful software.
• Deceptive content: False claims, misleading sender identification, spoofed opt-out responses.
• Illegal activity facilitation: Messages promoting or enabling illegal acts.
• Loan offers that do not comply with federal lending disclosure requirements.
• Work-from-home, pyramid scheme, and multi-level marketing content unless specifically registered and approved.
• Third-party lead generation with non-disclosed data sharing.

9.2 High-Risk Categories Requiring Special Registration

9.3 URL Usage in Messages

URLs in SMS messages are a high-risk element that carriers scrutinize closely:

• All domains in messages must be registered in your campaign's embedded link declaration.
• URLs must resolve to the domain registered in the campaign — do not redirect through unregistered domains.
• Public URL shorteners (bit.ly, tinyurl.com, etc.) are prohibited on T-Mobile and restricted on AT&T and Verizon.
• Branded short domains (e.g., acme.sms) are acceptable when registered in the campaign and pointing to the business domain.
• HTTP URLs (non-HTTPS) will be flagged by carriers. All URLs must use HTTPS.
• URLs that dynamically redirect to affiliate or third-party domains will be filtered.

9.4 Message Frequency and Throughput

Throughput limits are determined by brand vetting score and campaign use case. Exceeding throughput limits results in carrier-level throttling and filtering events.

Monitor throughput usage in Analytics > Campaign Throughput. If Five9 SMS volume approaches campaign limits, initiate brand vetting or request throughput limit increases through MyTCRPlus.

10 API Integration with Five9

MyTCRPlus provides a REST API for automating compliance operations from within Five9 workflows. This section covers the primary integration patterns relevant to Five9 customers.

10.1 API Credentials

• Navigate to Settings > API Access.
• Click Generate API Key.
• Copy the API key and store it securely. It will not be shown again.
• All API requests use Bearer token authentication: include the header Authorization: Bearer {api_key} on every request.
• API base URL: https://api.mytcrplus.com/v1

10.2 Key API Endpoints for Five9 Integration

10.3 Consent Logging from Five9 IVR

Configure a Five9 IVR module to call the MyTCRPlus consent API when a customer provides opt-in consent:

• In Five9 Studio, add a REST API call module after the consent-capture step in your IVR flow.
• Configure the module to POST to https://api.mytcrplus.com/v1/consent/optin.
• Include the required fields in the request body: phone_number (E.164 format), campaign_id (from MyTCRPlus), consent_method (e.g., 'IVR'), source_identifier (e.g., Five9 call session ID), timestamp (ISO 8601).
• Store the API response. A 200 status confirms the consent record was created.
• Log consent failures to your Five9 reporting system for manual review.

10.4 Pre-Send Suppression Check

Before Five9 initiates an outbound SMS to any number, integrate a suppression check to prevent messaging opted-out consumers:

• In your Five9 outbound SMS workflow, add a logic step before the send action.
• Call GET https://api.mytcrplus.com/v1/suppress/check?phone={number}&campaign_id={id}.
• If the response returns suppressed: true, skip the send and log the event.
• If suppressed: false, proceed with the message send.

10.5 Webhook Configuration

MyTCRPlus can push real-time events to your Five9 integration layer via webhooks:

• Navigate to Settings > Webhooks.
• Click Add Webhook.
• Enter your Five9 integration endpoint URL (or an intermediate webhook handler).
• Select the events to subscribe to: campaign_status_change, number_status_change, filtering_event, opt_out_received, campaign_expiration_warning.
• Click Save. MyTCRPlus sends a verification request to the endpoint; confirm receipt to activate the webhook.

Recommended webhook integrations for Five9:

• campaign_status_change → Five9 alert to administrator + automatic pause of affected campaign's outbound queue.
• opt_out_received → Real-time update to Five9 DNC list or contact suppression record.
• filtering_event → Alert to compliance team for immediate review.
• campaign_expiration_warning → Trigger renewal workflow in your ticketing system.

11 Analytics and Reporting

11.1 Dashboard Metrics

The Analytics section provides real-time and historical metrics across your registered campaigns and phone numbers:

11.2 Compliance Reports

Generate compliance reports for internal audits, carrier inquiries, or regulatory documentation:

• Navigate to Analytics > Reports.
• Select report type: Consent Audit, Campaign Status, Filtering Event Log, Number Portfolio, or Custom.
• Set the date range and filter parameters.
• Click Generate Report.
• Download as CSV or PDF.

11.3 Monthly Review Checklist

Perform the following MyTCRPlus review tasks monthly for all active Five9 campaigns:

• Review campaign status: confirm all campaigns remain Active.
• Review filtering event count: investigate any campaign with more than 10 filtering events in the month.
• Review carrier acceptance rates: investigate any campaign below 95% acceptance on any carrier.
• Review opt-out rate: investigate any campaign with opt-out rate above 3%.
• Review throughput usage: flag any campaign operating above 80% of its daily throughput limit.
• Review number portfolio: confirm all numbers in active Five9 flows are assigned to active campaigns.
• Review upcoming renewals: identify campaigns expiring within 60 days and initiate renewal.
• Export and archive the monthly compliance report.

12 Troubleshooting Reference

12.1 Messages Not Delivering from Five9

12.2 Brand Registration Issues

12.3 Campaign Approval Issues

12.4 Five9 / MyTCRPlus Integration Issues

13 Glossary

14 Quick Reference: End-to-End Registration Checklist

Use this checklist for each new Five9 SMS campaign deployment:

Phase 1: Pre-Work

• Confirm Five9 SMS feature is active on account.
• Identify 10DLC phone numbers to use.
• Determine use case for messages.
• Document opt-in method and collect required disclosures.
• Write sample messages (minimum 2).
• Prepare legal company name and EIN documentation.

Phase 2: Brand Registration

• Create brand in MyTCRPlus with accurate legal information.
• Submit brand to TCR.
• Wait for Verified status (24–72 hours).
• If rejected, correct and resubmit.
• Consider enhanced vetting if high-volume deployment.

Phase 3: Campaign Registration

• Create campaign under verified brand.
• Select correct use case.
• Write complete campaign description and message flow.
• Enter compliant sample messages (business name + opt-out instruction).
• Document opt-in and opt-out flows completely.
• Declare all embedded URLs and phone numbers.
• Run Campaign Compliance Checker.
• Submit campaign.
• Wait for Active status across all carrier DCAs (2–7 business days).

Phase 4: Number Assignment and Five9 Configuration

• Import phone numbers into MyTCRPlus.
• Assign numbers to active campaign.
• Add registered numbers to Five9 SMS channel configuration.
• Configure Five9 IVR/workflow to log consent events via MyTCRPlus API.
• Configure pre-send suppression check in Five9 outbound SMS flow.
• Test with internal numbers before live deployment.

Phase 5: Ongoing Operations

• Review campaign status and filtering events monthly.
• Run new message templates through Content Scanner before deployment.
• Renew campaigns before expiration (60-day reminder in MyTCRPlus).
• Maintain opt-in/opt-out logs and export quarterly compliance reports.
• Respond to filtering events within 48 hours.
• Keep brand registration information current (address, contact, website).

Document Version: 1.0 | Platform: MyTCRPlus.com | Audience: Five9 Customers

This document reflects current TCR and carrier requirements. Regulations change; verify current policies via MyTCRPlus Compliance Center before acting on this guidance.