As part of our commitment to comply with worldwide regulations and ensure effective communication, we are introducing a new logic for handling SMS messages to guests from the UK, US, France, and Australia. This update addresses the limitations imposed by regional regulations and enhances the reliability of SMS delivery to guests.
Due to regulatory restrictions, many guests from different countries cannot receive SMS messages from numbers outside their home country. Specifically, the UK has recently enforced a policy blocking messaging traffic from non-UK numbers. This means that only messages sent from a UK number can reach UK guests. This issue particularly affects clients using branded phone numbers.
This article is only relevant for hosts with Custom Phone numbers and is only for SMS messages.
Overview
To address this, Duve has implemented a mechanism where messages are sent from appropriate local numbers based on the guest's country code.
This update ensures compliance with regional SMS regulations, allowing hotels with local phone numbers to send SMS to local guests. This feature supports SMS delivery for the following countries:
- UK
- USA
- France
- Australia
Example: If a host has a branded phone number in Duve with a French number, all messages to their French guests will be sent from that branded phone number. For UK guests, Duve will use its UK number. Hosts can also purchase an additional UK number for SMS purposes, and Duve will handle the message routing accordingly.
The new mechanism works as follows:
- When sending SMS messages from a custom phone number, Duve will check the guest's country code.
- Duve will send SMS messages from the Custom Phone number if the guest's country matches the country of the Custom Phone number.
- For guests with country codes +44 (UK) or +1 (US/Canada), +61 (AUS), and +33 (FR), where the custom phone number's country is not FR/UK/US/Canada/Aus, the SMS will not be sent from the customer's custom phone number but it will be sent from Duve's default phone numbers of those countries.
- For these messages, no sender name will be visible to the guest, only the phone number.
Use Cases
- Target guests from all around the world according to the common trends of guests in the US (mostly SMS) or guests in the UK (Both WhatsApp and SMS) knowing that messages will be sent in any scenario
FAQ:
Q1: Why can't I send SMS messages to my UK guests using my custom phone number?
- A1: Due to UK regulations, only messages from UK phone numbers can be sent to UK guests. This ensures compliance with regional SMS regulations and improves message deliverability.
Q2: How does Duve handle SMS messages to guests in different countries?
- A2: Duve uses local phone numbers to send SMS messages based on the guest's country code. For UK, US, France, and Australia, Duve has designated numbers to ensure messages are delivered according to regional regulations.
Q3: What happens if my custom phone number is from the UK or US?
- A3: If you already have a custom phone number from the UK or US, you can send SMS messages directly to guests in these countries without needing Duve's intervention.
Q4: Can I use my custom phone number to send SMS messages to guests in France and Australia?
- A4: Yes, but you must ensure the custom phone number is from the respective country (France or Australia). If not, Duve will use its designated numbers for these regions.
Q5: What phone numbers does Duve use for sending SMS messages to guests in the UK, US, France, and Australia?
- A5: Duve uses the following phone numbers:
- UK: +44 7360 274731
- US: +1 646 760 6777
- Australia: +61 483 945 125
- France: +33 6 44 64 79 02
Q6: How do I set up a new custom phone number in Duve?
Q7: What should I do if my guests are not receiving SMS messages?
- A7: Verify that the phone number used complies with regional regulations. Ensure that the guest's phone number includes the correct country code and that Duve is using the appropriate local number for SMS delivery.
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