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PetDesk consistently leads in veterinary technology and remains informed about critical trends and regulations that can influence how your clinic interacts with clients. We wanted to update clinics on an important change to PetDesk’s Two-Way Texting service that could impact how you communicate with your clients. This change involves a relatively new regulatory process through The Campaign Registry (TCR) and mobile carriers called A2P 10DLC Registration. Learn more about the new registration requirements in this video.

What is A2P 10DLC Registration through The Campaign Registry?

A2P 10DLC stands for “Application-to-Person Ten-Digit Long Code”. It is a new standard for business messaging to ensure higher security, better deliverability, and improved tracking for text messages sent from businesses to consumers. The Campaign Registry is the platform that oversees this registration, working alongside major mobile carriers like AT&T and Verizon.

Why Does PetDesk Require It?

At PetDesk, we prioritize the safety and effectiveness of communication with your clients. The A2P 10DLC registration helps us maintain a high-quality standard for our Two-Way Texting service by ensuring that your text messages are secure, compliant with regulations, and highly likely to reach your clients.

What If Your Business Is Not Yet Approved?

The deadline enforced by our service provider, Twilio, for completing your A2P 10DLC registration is August 31st. Due to a nationwide surge in applications, timelines are increasing, and some customers may not get approved by the deadline. If your registration is unapproved, outbound Two-Way Text messages will be blocked until approval is complete.

Talk Tracks for Front Desk Staff

Incomplete registration causes outbound text messages through Two-Way Texting to be blocked. If you find yourself in a situation where you need to explain this to a client, here are two short scripts front desk staff can use to explain the situation:

Option 1:

“Hello, thank you for reaching out to us via text. Due to some updates in our texting service, we’re unable to reply via text at the moment. I’m calling to assist you over the phone instead. Thank you for your understanding!”

Option 2:

“Hi there, we appreciate your message. We’re currently updating our texting service and cannot text back for a short period. A team member will call you shortly to address your needs. Thanks for your patience!”

Mass Message Templates

To proactively notify your clients about the temporary change in texting  service, here are two email templates you can use:

Email Template 1:

Subject: Important Update: Temporary Changes to Our Texting Service

Message Body:

Dear [ClientName],

We are informing you about a regulatory update to our two-way texting service. Due to new industry requirements, we cannot send text messages until our 10DLC registration process through The Campaign Registry is complete.

Rest assured, we will review all inbound texts and reply via phone call. You will be personally contacted to ensure your pets get the care they need from [ClinicName]. If you’d like to book an appointment, you can click below for quick service:


Thank you for your understanding and continued trust in us.


The Team at [ClinicName]


Email Template 2:

Subject: Please Read: Temporary Disruption with Texting Services

Message Body:

Hello [ClientName],

Our clinic is currently undergoing a transition to enhance our texting service and ensure deliverability through compliance with regulatory requirements. While we finalize the updates, we won’t be able to reply to your text messages.

We’ll still receive all your text messages and will respond with a phone call as soon as possible! 

If you’d like to book an appointment, please click below for quick service:


Thank you for your patience and loyalty.

Warm regards,

The Team at [ClinicName]


PetDesk Has Your Back!

We understand that this situation may be causing some inconvenience, and we sincerely apologize for that. Please know we are putting in our best efforts to finalize the registration process as swiftly as possible. Your understanding and cooperation during this time are greatly appreciated! Should you have any further questions, please feel free to email