Messaging Setup

10DLC, toll-free, and your phone number

Everything you need to know about getting an SMS-capable number in Capto — whether you want a new one or already own one with another provider.

TL;DR

  • Capto supports both 10DLC (local long codes) and toll-free numbers, powered by Twilio.
  • For most loan officers, we recommend 10DLC — better deliverability for 1:1 conversations and lower per-message cost.
  • Toll-free is the better fit if you need a national presence, are running higher-volume notifications, or already advertise a toll-free number.
  • Already own a number? You can port it in — it keeps working on your old provider until cutover.

How you connect (Twilio)

Capto sends and receives SMS through Twilio, the same carrier infrastructure used by most major messaging products. Today, Capto operates on a bring-your-own-Twilio model: you own the Twilio account, and Capto plugs into it with credentials you generate.

What "BYO Twilio" means in plain English

  • • You create a free Twilio account (takes ~5 minutes).
  • • You buy your number and register your brand/campaign inside Twilio.
  • • You paste your Account SID, Auth Token, and number into Capto → Settings → Messaging.
  • • Capto handles the rest: conversations, templates, campaigns, automations, opt-outs.

Step-by-step: connecting Twilio to Capto

  1. Create a Twilio account at twilio.com. Verify your email and phone number.
  2. Add billing in Twilio (you'll need a small balance to buy a number — usually $20 is plenty to start).
  3. Register your brand & campaign for 10DLC inside the Twilio Console (Messaging → Regulatory Compliance). For toll-free, submit a Toll-Free Verification.
  4. Buy your number in Twilio (Phone Numbers → Buy a Number) and attach it to your registered campaign.
  5. Copy your credentials from the Twilio Console dashboard:
    • Account SID (starts with AC…)
    • Auth Token (click to reveal)
    • Your Twilio phone number in E.164 format (e.g. +14155550123)
  6. Paste them into Capto under Settings → Messaging → Twilio. We test the connection and show "Active" once it's good.

Why BYO Twilio (and not "Capto-managed")?

  • You own the relationship. Your number, your brand registration, your billing — fully portable if you ever leave Capto.
  • Transparent pricing. Twilio bills you directly at carrier rates — no markup from us on per-message fees.
  • Compliance is in your name. Your EIN and brand are on the campaign, which is what carriers expect for 1:1 mortgage outreach.

Coming later: a fully Capto-managed flow (sub-account / ISV model) where you never touch the Twilio Console. Until then, BYO Twilio is the only path — and we'll guide you through every step in the in-app onboarding.

10DLC vs toll-free

Both are legitimate ways to send SMS in the U.S., but they're optimized for different use cases. Here's the practical difference:

What 10DLC Toll-free
Number formatLocal area code (e.g. 415, 305)800, 833, 844, 855, 866, 877, 888
Best for1:1 lead follow-up, conversational SMSNotifications, national brand presence
Trust score / deliverabilityHigh for conversationalHigh, but stricter content rules
ThroughputTier-based (typically 10–225 msgs/sec after registration)3 msgs/sec unverified · up to 75/sec verified
Approval neededBrand + campaign registration with The Campaign RegistryToll-Free Verification (TFV) submission
Approval time~1–3 business days (Standard Brand)~3–5 weeks (carrier-reviewed)
Per-message costGenerally lowerSlightly higher
Multiple numbersEasy — one per market or LOPossible, but each needs its own verification

Numbers reflect typical Twilio + U.S. carrier behavior at the time of writing and can change. We'll always show you what your specific account is approved for inside Capto.

Which should I pick?

Pick 10DLC if…

  • • You mostly text leads and clients 1:1
  • • You want a local area code for your market
  • • You want lower per-message cost
  • • You need faster setup (days, not weeks)

Pick toll-free if…

  • • You already advertise a toll-free number
  • • You operate nationally and want one number
  • • You send mostly notifications/reminders
  • • You're okay waiting longer for approval

Still unsure? Start with 10DLC. It performs better for the way most loan officers actually use SMS — replying to leads from web forms, nurturing referrals, and confirming appointments.

Getting a new number

If you don't have a number yet, here's the path:

  1. Pick a number type in Capto Settings → Messaging — local 10DLC or toll-free.
  2. Choose your number from the available list (area code, vanity, etc.).
  3. Submit registration:
    • 10DLC → brand info (legal entity, EIN, address) + campaign description
    • Toll-free → business info, opt-in flow, sample messages
  4. Wait for approval. 10DLC is typically 1–3 business days; toll-free is 3–5 weeks.
  5. Start sending as soon as Capto shows the number as Active.

I already have a number — what now?

Three scenarios. Find yours and follow the matching path:

Scenario 1

Number is with another provider

RingCentral, Grasshopper, OpenPhone, your old CRM, etc. You can port it into Capto. Porting takes 2–4 weeks. Your number keeps working on the old provider until cutover, so there's no downtime.

After porting you'll still need to complete 10DLC registration or toll-free verification — ownership doesn't transfer the approval status.

Scenario 2

Number is already on Twilio

We attach it to your Capto workspace — no porting needed. If it was previously verified for a different brand or use case, you may need to re-submit verification so it covers mortgage lead follow-up.

Scenario 3

Number is verified for SMS already

Best case. We connect it and you can start sending. We'll just confirm the approved use case matches what you'll actually send through Capto so carriers don't flag it later.

One caveat across all scenarios: if your number is currently voice-only, SMS capability has to be enabled and verified separately before messages can be sent.

How porting works

Porting moves your existing number from your current provider to Twilio (and into Capto). Here's the process end-to-end:

  1. Submit a port request from Capto Settings → Messaging → Port a number.
  2. Sign a Letter of Authorization (LOA). We pre-fill it for you; you e-sign.
  3. Upload a recent bill from your current carrier (must show the number, account name, and service address — usually less than 30 days old).
  4. Carrier review: typically 2–4 weeks. Your number keeps working on the old provider during this window.
  5. Cutover: we coordinate the date so the number switches to Twilio with minimal interruption (usually a few minutes).
  6. Verification: complete 10DLC or toll-free registration so SMS is approved on the new carrier.
Common rejections to avoid: mismatched account name on the LOA vs. the bill, an outdated bill, or pending account changes (e.g. address change in progress) at your current provider.

Verification & approval

Both number types require approval before messages can be delivered. We don't allow unregistered traffic — see our SMS Policy for the full rules.

10DLC (The Campaign Registry)

  • Brand — legal entity name, EIN, registered address, website.
  • Campaign — description of the messages you'll send, sample messages, opt-in flow, opt-out language.
  • Approval is usually 1–3 business days for a Standard Brand.

Toll-free verification (TFV)

  • Business info, use case description, opt-in source URL, sample messages, expected volume.
  • Reviewed by U.S. carriers — typically 3–5 weeks. Faster "verified" tiers are available but require the same content quality.

Timelines at a glance

New 10DLC

Number provisioned same-day, sending after brand + campaign approval (~1–3 business days).

New toll-free

Number provisioned same-day, sending after carrier verification (~3–5 weeks).

Porting

2–4 weeks for the port itself, plus verification on the new carrier (parallel for 10DLC).

Costs

We pass Twilio's underlying carrier fees through transparently so you're never surprised. Typical components:

  • Phone number rental: ~$1.15/mo (10DLC local) or ~$2/mo (toll-free).
  • 10DLC registration: one-time brand fee + small monthly campaign fee, set by The Campaign Registry.
  • Per-message fees: carrier fee + Twilio fee, billed per message segment.
  • Capto plan: see Pricing — message credits are bundled into your subscription.

FAQ

Can I have more than one number?+

Yes. Many teams use one 10DLC number per loan officer or per market. Each number is registered under the same brand but can have its own campaign.

Can I switch from 10DLC to toll-free later (or vice-versa)?+

Yes. You can add a number of the other type at any time and gradually migrate conversations. We don't force a rip-and-replace.

Does Capto support international SMS?+

At launch we focus on U.S. messaging (10DLC + toll-free). Outbound to Canada is on the roadmap.

What happens if a registration is rejected?+

We'll tell you exactly what the carrier flagged and help you re-submit. The most common fixes are clearer opt-in language and more representative sample messages.

Can I send while waiting for approval?+

No. U.S. carriers will block or filter unregistered traffic, and we don't allow it on Capto. You can fully configure templates, campaigns, and pipeline in the meantime so you're ready on day one.

Ready to set up your number?

Start a free trial — pick 10DLC or toll-free during onboarding.

Start free trial Read SMS Policy