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Creation Guidelines

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Transactional :

Any message that contain OTP and requires to complete a banking transaction initiated by a bank or financial institution will only be considered as transactional messages. This is applicable to all banks (national/scheduled/private/govt or MNCs) 

Illustration:

  • OTP message required for completing a net-banking transaction.
  • OTP message required for completing credit/debit card  transaction at a merchant location.

Examples for templates:

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Service Implicit

Any message arising out of customer’s action typically against a transaction/relationship with the enterprise that is not promotional, will be considered as Service-Implicit message.

⇒  Confirmation messages of a Net-banking and credit/debit card transactions.

⇒  Product purchase confirmation, delivery status etc. from e-comm websites

⇒  Customer making payments through Payment Wallet over E-Commerce website/mobile app and an OTP is sent to complete the transaction.

⇒  OTPs required for e-comm website, app logins, social media apps, authentication/verification links, securities trading, demat account operations, KYC, e-wallet registration, etc.

⇒  Messages from TSP/ISP.

⇒  Periodic balance info, bill generation, bill dispatch, due date reminders, recharge confirmation (DTH, cable, prepaid electricity recharge, etc.)

⇒  Delivery notifications, updates and periodic upgrades.

⇒  Messages from retail stores related to bill, warranty.

⇒  Messages from schools-attendance/transport alerts.

⇒  Messages from hospitals/clinics/pharmacies/radiologists/pathologists about registration, appointment, discharge, reports.

⇒  Confirmatory messages from app-based services.

⇒  Govt/DOT/TRAI mandated messages.

⇒  Service updates from car workshops, repair shops, gadgets service centers.

⇒  Directory services like Justdial, yellow pages.

⇒  Day-end/month-end settlement alerts to securities/demat account holders.

Examples for templates

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Service-Explicit:

These are the messages which require explicit consent from customer, that has been verified directly from the recipient in robust and verifiable manner and recorded by consent registrar. Any service message which does not fall under service-implicit category.

Note:

Additionally, consent template can be linked while creating a service explicit content template.

Illustration:

Messages to the existing customers recommending or promoting their other products or services.

Examples for templates:

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Promotional:

Any message (sent to non-customers) with an intention to promote or sell a product, goods or service. Service content mixed with promotional content is also treated as promotional. These messages will be sent to customers after performing the preferences and consent scrubbing function. Consent overrides preferences.

Note:

Additionally, customer consent template can be linked while creating a service explicit content template.

Examples for templates:

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.
  • Or variable can be inserted by clicking the radio button (insert variable) above text box
  • Trans/Service category messages should have variable mandatorily.
  • Promo category can have complete fixed content or with variable part
  • There is no limitation in no.of variable 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.
  • In case trying to upload same template, portal would show an error as “Template Message already registered (Template Name – ****)”\