It came to our notice that many messages were not delivered to the end customer due to one of the following reasons at the time of DLT template scrubbing:

DLT Template FAQ How to add DLT Content Template ? Here is documentation

i) Mismatch in templates: Approved SMS templates against the SMS’s getting generated by your systems did not match. Some of the common instances observed in template mismatching were spelling errors, Unicode characters such as an apostrophe( ‘ ), half of the SMS template starting in a new line…etc

ii) Variable Values Error: Each variable field has a limit of 30 characters. If it goes beyond 30 characters, SMS gets failed.

iii) Template Not Approved: A lot of SMS templates were shared with us to upload over the VCPL Platform. However, the same templates were not approved over the DLT platform of operator and hence the SMSs were failed.

Below are some of the suggestions that we would like to offer for smooth delivery of messages:

Content template validations:

• 2 or more spaces are not supposed to use between 2 words, before word or after word.

• All special characters (found on keyboard) are allowed, except < and > symbols.

• Variable format is {#var#} which is case sensitive.

• Trans/Service category messages should have variables mandatorily.

• Promo category can have complete fixed content or with variable part

• There is no limitation in the number of variables per message.

• Values like amount, date, a/c no, merchant names, OTP, codes, URL, customer names, card type, etc. needs to be replaced with variables.

DO’s for Content Templates:

• Use a promotional category for communications intended to send from numerical sender id only.

• Transactional category to be used by banking enterprises only & for OTP messages during fund transfer; online payment; merchant transactions only.

• Service – explicit category needs to link consent templates as well, without which the template gets rejected.

• Choose a relevant/recognizable name for templates

• Use message type as “TEXT” for all general messages & “Unicode” for regional messages.

• Variable {#var#} insertion to be required against values like date; amount; a/c no; OTP; names; etc.

• Always use notepad or notepad ++ to create template, to avoid additional spaces and invalid characters

• Minimum fixed character required in templates is 6 char (applicable in pure OTP messages only)

• Linking of consent templates for content template categories “promotional” & “service – explicit” is optional (not mandatory)

DON’Ts for Content Templates:

• Same content template against multiple headers.

• Header selection against irrelevant templates

• Selecting the “Transactional” category by non-banking enterprises.

• No or invalid variable format in templates.

• Using double spaces in templates (this can be pre-checked by verifying the template on notepad++ before template submission)

• Templates with less than 6 char or variable insertion alone as template using multiple templates (eg: Dear customer {#var#}{#var#}{#var#}.)

• Do not use external fonts or characters other than those that appear on the keyboard.

We had also shared a testing DLT API along with credentials to clients using our SMS services. Please complete all your testing of template id from given user and API to avoid last minute rush. In case if you had not received the details please connect with your Account Manager to have the details on priority.

As the DLT Template ID feature has been revoked for next 2-3  days, you have a fair amount of time to test the same and make the necessary changes in the SMS Templates.

Please ensure Approved SMS templates should exactly match with the SMSs getting generated by your Systems.

So, request you to complete all end-to-end testing from your side before DLT gets live by operator to avoid message failure due to DLT.

Requesting you to inform the relevant person and forward this blog to them if you are not the relevant point of contact. Please treat this with topmost priority.

Note:
1) Keep uploading all message content on any of the operator DLT portal and have the approved template id as a normal practice and please share the template details with us

2) Please also ensure that your all-promotional templates along with event-based, festival-based messages should be registered and approved over the one of the operators DLT portal well in advance before the specific event like Holi, Independence Day, Diwali etc... Last minute or end moment approval may not happen from the operator’s end so it is best to have the concerned template approved from the operator well in advance.