What is the RingCentral Customer Care 10DLC use case and when should I use it?

The Customer Care use case covers A2P SMS messages related to existing customer relationships — appointment reminders, service notifications, account updates, order status, and support follow-ups. It does not authorize promotional or marketing content. RingCentral customers selecting Customer Care must ensure all campaign messages relate to an established customer relationship and do not include upsells, promotional offers, or acquisition messaging.

What sample messages must I include in a RingCentral Customer Care campaign registration?

Customer Care campaign registrations require 2–5 sample messages that accurately represent the content recipients will receive. Samples must include a STOP instruction, the business name, and message content matching the registered use case. Messages that include promotional language, discount offers, or acquisition incentives will cause rejection if submitted under a Customer Care use case registration.

Can I send appointment reminders under the RingCentral Customer Care use case?

Yes. Appointment reminders are the most common Customer Care use case. Compliant appointment reminders include: the business name, appointment date and time, location or telehealth link, and a STOP opt-out instruction. Adding any promotional content (discount for rebooking, referral incentives) to appointment reminder messages requires upgrading to a Marketing use case registration or separating the promotional content into a distinct campaign.

What is the throughput limit for a RingCentral Customer Care 10DLC campaign?

Customer Care throughput limits are determined by the brand's TCR trust score, not the use case alone. Scores of 75–100 enable up to 4,500 messages per minute. Scores of 50–74 allow up to 600 messages per minute. Customer Care use cases generally receive favorable treatment from carrier review processes due to the transactional nature of the messages, which can result in slightly faster approval than marketing campaign registrations.

Does the RingCentral Customer Care campaign require separate consent from my marketing campaign?

Yes. TCPA requires purpose-specific consent. Customer care communications (appointment reminders, service notifications) require separate consent documentation from marketing campaigns. A customer's consent to receive marketing SMS does not authorize transactional messages, and vice versa. Maintain separate consent populations for each use case registered, with distinct opt-in forms and consent language for each message category.

RingCentral Customer Care Campaign Guide

What is "Customer Care" in RingCentral?

In the RingCentral ecosystem, the Customer Care use case (often grouped with "Conversational") is strictly defined as messaging that supports an existing customer relationship or transaction. It is NOT for customer acquisition or re-engagement.

The Marketing Trap

The #1 reason RingCentral Customer Care campaigns are rejected is the inclusion of "soft marketing." Words like "upgrade," "discount," "save," "check out," or "refer" will trigger automatic content filters.

Core Characteristics

Initiation

Typically initiated by the customer (inbound) or triggered by a specific customer action (transaction).

Content

Factual, support-oriented, and reactive. Answers questions or provides status updates.

Consent

Can often be implied from the transaction context (e.g., "Text me support"), but opt-out is still required.

Dos and Don'ts

Compare these compliant and non-compliant samples to understand the boundary line.

✅ Compliant Sample

"Hi [Name], this is [Brand] Support. We received your ticket #1234 regarding billing. An agent is reviewing it now. Reply STOP to opt out."

Identifies Brand
Directly addresses a request
Clear opt-out language

❌ Rejection Trigger

"Hi [Name], thanks for contacting [Brand] Support. While you wait, check out our new summer sale at [Link]! 20% off today only."

"Summer sale" = Marketing
"20% off" = Marketing
Missing STOP language

Specific RingCentral Requirements

RingCentral imposes specific validation rules for Customer Care campaigns that differ slightly from general TCR guidance.

Help Keyword Mandate

Even if it's a support campaign, you MUST include "Reply HELP for help" instructions in your sample messages or campaign description. RingCentral validators check specifically for this.

Link Hygiene

Avoid public URL shorteners (bit.ly, tinyurl). Use your full domain or a branded shortener. Links must lead to pages related to the support topic (e.g., knowledge base, account portal), NOT sales pages.

Registration Steps

Follow this workflow in the RingCentral Admin Portal.

Navigate to Admin Portal > Phone System > Regulations > 10DLC Registration.

Under "Campaigns", click Register New Campaign.

Select "Customer Care" from the Use Case dropdown. (Note: Avoid "Conversational" unless it is strictly peer-to-peer with zero automation).

In the "Campaign Description" field, explicitly state: "This campaign is for responding to customer inquiries and support tickets initiated by the customer."

Enter 3 unique sample messages that follow the "Compliant Sample" guidelines above.

Validate Before You Submit

Don't risk a $15 rejection fee. Use our Message Validator to scan your Customer Care samples for hidden marketing language.

Run Message Validator

RingCentral Care FAQ

Can I ask for a review in a Customer Care message?

It's risky. "How was our service?" is generally okay, but "Rate us and get 10% off" is marketing. Keep feedback requests strictly about the support quality, not incentives.

Does Customer Care allow high throughput?

Typically, no. Customer Care use cases are usually approved for lower throughputs (e.g., 60 messages/minute) because they are assumed to be manual or reactive, not bulk broadcasts.

What if I have both support AND marketing messages?

You must register a "Mixed" or "Marketing" campaign. Or, better yet, register two separate campaigns in RingCentral and assign different phone numbers to each to protect your support line's deliverability.

Message Validator

Check your support templates for marketing triggers.

Use Case Selector

Confirm if "Customer Care" is truly right for you.

Remediation Tool

Fix rejected RingCentral campaigns.

This content provides general information about RingCentral Customer Care campaigns and TCR compliance. It does not constitute legal advice. Compliance requirements vary based on message content and carrier policies. Organizations should consult qualified legal counsel for guidance on TCPA/CTIA compliance. MyTCRPlus does not provide legal advisory services.