Text Messaging in Vault CRM

Text messaging in Vault CRM uses the SMS protocol, enabling end users to have compliant, 1:1 text-based conversations with healthcare professionals (HCPs) directly within the Chats tab of the Vault CRM mobile application. This feature allows organization representatives to share approved content, send templates, and answer HCP inquiries quickly and securely without leaving the Vault CRM environment.

To support this capability, Vault CRM implements a "Bring Your Own AWS Account" (BYOA) architecture integrated with Amazon End User Messaging (EUM) and Amazon Simple Notification Service (SNS). This model gives customers complete ownership of their technical infrastructure, carrier registrations, and messaging compliance.

This architectural framework provides several key benefits:

  • Simplified Billing - All leasing, brand registration, and messaging costs are billed directly to the customer's enterprise AWS account

  • Infrastructure Ownership - Customers maintain complete control over their AWS configurations, security roles, and cloud data storage

  • Brand Autonomy - Customers register and manage their own corporate identity and messaging campaigns

  • Control - Customers can attach their own systems to SNS without impacting Vault CRM

Under-the-Hood AWS Services

The off-platform SMS integration is powered by two main Amazon Web Services:

  • Amazon End User Messaging - Handles the core delivery, routing, and scaling of 1:1 outbound and inbound SMS traffic

  • Amazon Simple Notification Service (SNS) - Coordinates topic alerts, webhook routing, and provides the foundation for message event processing

US & Canadian Carrier Compliance

Customers are responsible for controlling and complying with country-specific restrictions independently through their own AWS console. For example, to send business-to-person (A2P) SMS messages within the United States and Canada, organizations must comply with strict mobile network operator (MNO) and carrier rules.

A2P 10DLC Regulations (United States)

For the United States, carrier compliance is managed through The Campaign Registry (TCR), which registers Business Identities (Brands) and specific use cases (Campaigns).

  • Brand Registration - Establishes the company's verified legal identity (using corporate details, EIN, etc.)

  • Campaign Registration - Registers the specific use cases (for example, transactional, customer support, or mixed conversational messaging) along with sample templates and opt-in/opt-out protocols

  • Trust Scores & Throughput - Upon Brand registration, TCR assigns a Trust Score (ranging from 0 to 100) based on factors including brand identity verification, business type, industry risk, and projected volume. Together with the Campaign Type, this score dictates the throughput tier (ranging from 1 to 75 Messages per Second) allocated to the brand by U.S. carriers.

TCR does not review or approve individual message templates. U.S. mobile carriers monitor traffic to ensure that outbound message content matches the registered TCR campaign use case and adheres to Cellular Telecommunications and Internet Association (CTIA) compliance guidelines.

Canadian Carrier Requirements

For Canadian messaging, organizations must comply with the Canadian Wireless Telecommunications Association (CWTA) and complete standard carrier compliance assessments to prevent filtering or blocking of traffic.

Market & Country Support

Vault CRM supports SMS phone numbers and carrier routing for the following countries:

  • Canada
  • United States (.US)

Rich Communication Services (RCS) and MMS are not supported.

Phone number formats are specific to each country.

Shortened phone number formats are not supported. US phone numbers must adhere to 10-digit long code. CA phone numbers must adhere to a Long Code format. For additional information, see Phone Numbers in AWS End User Messaging SMS.

Core Capabilities & User Experience

SMS Business Messaging integrates seamlessly into the daily workflows of Vault CRM users:

  • 1:1 Compliant Messaging - Supports personal, direct conversations between a single representative and an HCP; group SMS is not supported.

  • Flexible Outbound Options - End users can author free-text messages (up to 1,500 characters, with warning banners upon reaching the limit), send dynamic text-only templates, or share trackable CLM Web Links

  • Restricted Phrase Blocking - Protects brand compliance by evaluating typed messages in real time and proactively blocking the sending of any messages containing prohibited phrases

  • Sender Link Access Restriction - To maintain compliance and prevent self-view tracking, end users are proactively blocked from selecting any links they have sent in the Chat Thread

Related Topics

Configuring Text Messaging in Vault CRM

Text Messaging Administration

Using Text Messaging in Vault CRM