Frequently Asked Question
The Template registration process involves 2 parts:
- Consent Registration – This involves the collection of the consent of the end customer to send future communication to them regarding the services being enrolled to. This works like an “Opt-In” message.
- Content Registration – This template is for the messages that you intend to send out to your clients. This can be OTP, Transactional or Marketing, depending on the content you intend on pushing
Content template creation guidelines.
1. Transactional: Any message that contain OTP and requires to complete a banking transaction initiated by a bank or financial institution will only be considered
as transactional messages. This is applicable to all banks (national/scheduled/private/govt or MNCs)
Illustration:
OTP message required for completing a net-banking transaction.
OTP message required for completing credit/debit card transaction at a merchant location.
2. Service Implicit: Any message arising out of customer’s action typically against a transaction/relationship with the enterprise that is not promotional, will be considered as Service-Implicit message.
Illustration:
Confirmation messages of a Net-banking and credit/debit card transactions.
Product purchase confirmation, delivery status etc. from e-comm websites
Customer making payments through Payment Wallet over E-Commerce website/mobile app and an OTP is sent to complete the transaction.
OTPs required for e-comm website, app logins, social media apps, authentication/verification links, securities trading, demat account operations, KYC, e-
wallet registration, etc.
Messages from TSP/ISP.
Periodic balance info, bill generation, bill dispatch, due date reminders, recharge confirmation (DTH, cable, prepaid electricity recharge, etc.)
Delivery notifications, updates and periodic upgrades.
Messages from retail stores related to bill, warranty.
Messages from schools-attendance/transport alerts.
Messages from hospitals/clinics/pharmacies/radiologists/pathologists about registration, appointment, discharge, reports.
Confirmatory messages from app-based services.
Govt/DOT/TRAI mandated messages.
Service updates from car workshops, repair shops, gadgets service centers.
Directory services like Justdial, yellow pages.
Day-end/month-end settlement alerts to securities/demat account holders.
3. Service-Explicit: These are the messages which require explicit consent from customer, that has been verified directly from the recipient in robust and verifiable manner and recorded by consent registrar. Any service message which does not fall under service-implicit category.
Note: Additionally, consent template can be linked while creating a service explicit content template. Illustration:
• Messages to the existing customers recommending or promoting their other products or services.
4. Promotional: Any message (sent to non-customers) with an intention to promote or sell a product, goods or service. Service content mixed with promotional content is also treated as promotional. These messages will be sent to customers after performing the preferences and consent scrubbing function. Consent overrides preferences.
Note: Additionally, customer consent template can be linked while creating a service explicit content template.
5. Brand Name:
Every Content Template that is being registered by a Principal Entity should contain ‘Brand Name(s)’ (Complete business name/brand name/trademark) in the content field.
All the OTP templates (including transactional and service) that have been registered so far, should be re-registered with ‘Brand Name(s)’
Content Templates for OTP without ‘Brand Name(s)’ will be considered invalid.
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Depending on the Operator that you choose, can follow the below guides to register the consent and content Templates.