When I'm sending SMS notifications to my employees located in India, how can I ensure that xMatters SMS notifications are delivered to users using the appropriate channels?
- All versions of xMatters
- SMS notifications to users in India
The following information is provided for information purposes only and is not intended to be legal guidance, analysis, or advice. Please consult with your legal advisor for legal advice.
In 2021, the Indian regulatory organizations that oversee SMS delivery, including the Telecom Regulatory Authority of India (TRAI), implemented a new regulation that splits SMS traffic between domestic and international routes. This was intended to reduce the amount of phishing attempts and unsolicited messages (spam), but it's caused some confusion for customers in the region and may have resulted in some delays or loss of messages if they are mistakenly flagged as spam.
xMatters SMS messages are delivered using the international route. Notifications sent using the international routes come from a number that starts with "5". Messages don't always originate from the same number, and not all messages from that number will be from xMatters. Your users might see a valid, targeted message from xMatters coming from the same number as a spam message or worse, a phishing attempt.
It's important also to note that our customers might be hearing something different from their carriers than what we're hearing from our provider. This can happen when our customer doesn't realize that our traffic originates internationally and the carrier assumes that the originator is domestic.
Under current regulations, international originators must be registered and the registration process specifically distinguishes between commercial traffic and transactional traffic like xMatters. We have had our traffic qualified by our provider and by Indian regulators.
At this time there is no requirement for you to register xMatters numbers to use the domestic routes. If you have registered in the past you don't need to take further action.
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