Frequently Asked Questions
Q: What do I need to do to get a client registered?
A: Please refer to our compliance documentation—available in this Playbook—for full instructions on how to register a client. It outlines everything you’ll need to provide and how the process works
Q: How long does it take to get a client fully registered?
A: Once we’ve submitted a client for registration, approval typically takes 2–5 business days. However, delays can occur if any information provided is incomplete or noncompliant with carrier requirements. We’ll reach out if any updates or corrections are needed before submission
Q: Will I be notified when registration is complete?
A: Yes! We’ll keep you updated throughout the process and notify you as soon as the registration is approved and your client is ready to begin sending.
Q: What can delay registration?
A: Common reasons for delay include:
- Incomplete or inaccurate business details
- Issues with campaign or use case descriptions
- Violations of 10DLC compliance guidelines
- If any of these issues come up, we’ll work with you to resolve them quickly.
Q: What is the sending window for text messaging?
A: Texts must be sent between 8am and 9pm local time for the recipient. This means if you're texting across time zones, your sending window adjusts based on where the contact lives. Grassroots and Iris will not allow messages to be SENT outside this window. Please note that DELIVERY can occur outside this window if it takes time for the carriers to actually deliver a sent message to a handset.
Q: Why is my contact list upload slow?
A: When uploading a new list, the Grassroots platform performs a line-type check to classify contacts as mobile, landline, or VoIP. This scrubbing process helps ensure you only message mobile numbers. Please allow additional time for large uploads, especially with new contacts.
Q: Why is my campaign marked “active” but not sending?
A: Grassroots campaigns are sent through a manual clicker system. If a campaign is active but hasn’t started sending, our clicker agents may still be working through the queue. We have systems in place to ensure all campaigns are processed in a timely manner—thanks for your patience!
Q: Why are my health checks failing, and what can I do before reaching out?
A: Here are a few quick things to check:
- Review your message copy – Does it contain any risky or noncompliant language?
- Try a different short URL domain – Cycling domains can help avoid blocks.
- Still stuck? Reach out to Wonder Cave support and we’ll dig in with you!
Q: Can I have two-way conversations with recipients?
A: Yes! Grassroots supports two-way texting. If you're interested in enabling conversational messaging, reach out to Wonder Cave support for more info or to schedule a quick demo.
Q: Do I need to manually manage opt-outs?
A: Nope! Grassroots automatically opts out any recipient who replies with "STOP." You can also manually upload additional opt-outs if needed, but we’ve got the basics covered for you.
Q: Can I choose to send from a specific area code for 10DLC?
A: Yes! We can choose preferred area codes based on availability. At this time, our system is limited to handling one area code per client, and registration and number provisioning can create challenges if you request to change area codes. We are working on implementing a more flexible system to handle multiple area codes, but at the moment, we try to limit to one per client.
Q: What’s the max file size for media?
A: To ensure the highest deliverability, we recommend keeping media files under 500KB. While carriers technically support larger sizes, this threshold has proven most reliable across all networks.
Q: What file types are supported to send MMS media files?
A:Recommendations:
- Images: jpeg, png
- Videos: MP4