Important TRAI mandate on URL whitelisting for Indian CRM customers
Dear Customers,
We hope you're well!
If you are a CRM customer in India and have the Notification SMS feature enabled, this post is relevant to you.
Notification SMS lets you send messages to your customers as an acknowledging response to transactions. Thus far, to send SMSs, you will have to first gain approval of the message template from the DLT service of your network provider.
Lately, it has been observed by the Government that the URLs in the messages are often misused and cannot be traced back. As a measure to address this, TRAI have mandated that all Call to action links in the message template to be whitelisted.
These call to action links can only be long URLs, main domain pages, WABA links (WhatsApp for Business Accounts), APK links, mobile numbers, toll-free numbers, and email addresses can be whitelisted in templates. Shortened URLs like bitly, tinyurl, and others will be neither approved nor allowed.
The last day to complete this action is by 1st of October, 2024. Delay or failure to acquire approval for CTAs will lead to suspension of the service and other legal repercussions. (Point 10e of the directive).
How to whitelist
Each network service provider manages a DLT platform with which a business must have registered their number. Each of them has a way to validate and whitelist the CTAs in your content templates.
The following are help links to some of the most popular providers in the country:
Videocon's Smart Enterprise Solutions: User manual
Supporting resources:
TRAI directive | TRAI press release announcing whitelist mandate | TRAI press release announcing extension
Help doc: Notification SMS in Zoho CRM
Thanks and have a good one!
Kind regards,
Saranya Balasubramanian
Zoho Developer Community
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