SMS Verification and Carrier Setup

Maple's SMS feature allows your AI voice agent to send customized text messages to customers during or after calls — such as catering inquiry links, payment links, or order details that may be too complex to communicate verbally. This feature is available as a free add-on at no additional cost, but it does require a carrier verification process before it can be activated.

Below are answers to the most frequently asked questions about SMS setup, verification, and current limitations.

What is the SMS feature and what can it do?

Once enabled, the SMS feature allows your AI agent to send text messages to customers based on the intent of their call. For example:

• Catering inquiries: The AI can text a link to your catering menu or order form instead of reading lengthy details aloud.

• Payment links: Payment links are included by default in the SMS feature — no additional configuration needed.

• Custom messages: You can configure intent-based text messages tailored to specific call scenarios.

This is especially useful for conveying information that is difficult or impractical to communicate over the phone.

Is there an additional charge for SMS?

No. SMS is a free add-on feature included with your Maple subscription. The only trade-off is the additional wait time required for carrier verification before the feature becomes active.

What information do I need to provide to enable SMS?

To begin the SMS verification process, you need to provide:

• Your business EIN (Employer Identification Number) — This is your federal tax ID used to register your business with SMS carriers.

• Your legal business name — This must match the name associated with your EIN.

You can opt into SMS setup during onboarding by clicking "Yes, begin SMS setup" and entering your business tax ID when prompted.

What is 10DLC and why does it matter?

10DLC (10-Digit Long Code) is a carrier registration system that requires businesses to register their brand and messaging campaigns before sending SMS messages to the public. This is an industry-wide requirement enforced by major carriers (such as AT&T, T-Mobile, and Verizon) to reduce spam and ensure message deliverability.

Your business must pass 10DLC brand and campaign verification before SMS messages can be sent from your assigned business number.

How long does SMS verification take?

The verification timeline varies, but you should generally expect:

• 1–2 weeks in most cases for EIN-based carrier verification

• 3–4 weeks in some cases, depending on carrier processing times for brand and campaign registration

This timeline is controlled entirely by the carriers and is not something that can be expedited on Maple's end. Prior experience with SMS or similar setups does not affect the verification timeline.

Can I go live with my AI agent while SMS verification is pending?

Yes. SMS setup is entirely optional and does not block your AI agent from going live. While verification is in progress, your AI agent will handle calls normally and can communicate information verbally using your knowledge base.

Once SMS verification completes, the text messaging capability will be activated automatically.

My EIN isn't saving during setup — what should I do?

If you encounter an issue where your EIN entry does not save or is not accepted in the SMS setup form, don't worry. Contact Maple support, and the team can push your EIN to the backend manually to ensure your verification proceeds without delay.

Why is my SMS / custom messages feature not working?

There are several reasons SMS may not be functioning for your account:

• Carrier verification is still in progress. Your brand and campaign registration may still be processing with the carriers. This affects multiple merchants simultaneously and is not specific to your account.

• 10DLC registrations are blocked. In some cases, 10DLC registrations encounter blocks at the carrier level. This is a system-level issue that the Maple technical team actively works to resolve — it is not caused by anything on your end.

• Security and compliance updates. Carriers periodically implement additional security requirements to prevent messages from being flagged as spam. When this happens, SMS capabilities may be temporarily disabled until re-verification is complete.

If your SMS was previously working and has stopped, it is likely due to updated carrier security requirements. Maple will need your EIN and legal business name to re-verify your account.

Will text messages show my restaurant's name or "Maple"?

Maple is actively developing SMS branding customization so that text messages display your restaurant's name rather than "Maple." Until this update is fully released, some messages may still show Maple branding. The engineering team is working to ensure branding, message formatting, and attribution are polished across all SMS-related features, including payment links and custom messages.

Can SMS messages fail? What happens if they do?

Yes, SMS messages can fail — most commonly when they are sent to landline numbers that are not text-capable. A high failure rate (above 10%) can risk account suspension with the SMS provider.

To avoid this issue:

• Maple's system is designed to identify text-capable numbers when possible.

• For contacts without text-capable numbers, the AI agent will rely on voicemail or verbal communication instead.

• If you notice issues with message delivery, contact Maple support so the team can investigate and adjust your configuration.

I've tried setting up SMS multiple times and it still isn't working. What should I do?

If you've attempted SMS setup multiple times without success, the issue is almost certainly related to pending carrier verification rather than anything you're doing wrong. Here's what to do:

1. Confirm your EIN and legal business name have been submitted correctly.

2. Contact Maple support for a status update on your carrier verification.

3. Continue using your AI agent — your agent can deliver menu information, hours, and other details verbally while SMS verification is pending.

There is no need to repeatedly attempt setup. Once your verification clears on the carrier side, the feature will be enabled for your account.