FAQ • What are the rules for registering transactional and service message templates

Operators ' memo on collecting templates

1. Rules for classifying templates as transactional

A message that informs the subscriber about the current transaction is considered transactional.
cash flow transactions on his account, or the impossibility of performing such an operation.
Under the operation of the movement of funds, we understand:

• completed operation of crediting / receiving / withdrawing the cash reserve;
  
• completed operation of debiting \ expense \ transfer \ reservation of funds;
  
• payment of commission, accrual of % on the deposit, conversion of funds to another currency;
  
• cancellation or inability to perform the listed operations.
  

The transaction template must EXPLICITLY specify the transaction type, account number, and amount.

Templates containing the following are not considered transactional:

• Operation confirmation code (the operation hasn't happened yet);
  
• Notifications about authorization/cancellation of card authorization;
  
• Notification of card verification/cancellation;
  
• Notification of the status of payment orders (accepted, executed, rejected, under processing, etc. except in cases where the result of the status change was a change in the account balance, which should also clearly follow from the template text);
  
• Statement requests, balance requests, and the result of executing these requests (except for cases when a commission is charged for performing the operation, which should also clearly follow from the template text). Notifications of overdue payments;
  
• Notifications about the card issue, etc..;
  
• Notifications about card status changes;
  
• Passwords for logging in to the RBO system;
  
• Changing the PIN code;
  
• Notification of failed attempts to enter the PIN code;
  
• Notifications about log-in/log-out/log-in attempts to the RBO system;
  
• Notifications about the need to confirm an attempt to log in to the RBO system Enabling / disabling SMS notification and other services of the bank, except for cases when the commission for connecting the service is debited from the client's account;
  
• Templates of the transactional type, but supplemented with advertising information (even of a client's services).
  

As well as templates that contain explicit references to the completed operation of one of the above types – refer to service templates..

2. Rules for assigning templates to authorization ones:

An authorization message is considered to be related to an operation to provide a Service to a client and is part of the Client's Service and intended to undergo authorization procedures, verification, confirmation of any actions or provision of consents within the framework of this Service/Customer services. An SMS authorization message may contain verification codes, passwords, usernames, etc., with the exception of codes used for advertising purposes, for example, promo codes, or any other information directly or indirectly related to drawing attention to the advertised object, goods and/or services of the client.

Information for passing authorization procedures, verification, confirmation of any actions or providing consents within the Service/The services correspond to:

• Information with credentials for passing authorization procedures, verification, confirmation of any
  actions or provision of consents in the client's system, indicating the client's resource/service, including
  codes, passwords, logins, OTP (one time password), etc.
  

Templates containing the following are not recognized as authorization templates:

• Templates that do not explicitly contain information with credentials for authorization in the client's system;
  
• Authorization-type templates, but supplemented with advertising information (even of a client's services);
  
• Templates of the authorization type, but supplemented with information related to the information type;
  
• The drive to make a purchase or order a service;
  
• Information aimed at increasing loyalty (congratulatory mailings for the holidays, an offer to evaluate
  the work of employees/office, etc.);
  
• Information from companies that do not provide services to subscribers.
  

For Megafon, the resource must be specified in templates with codes (website, application, etc.).

3. Criteria for designation of templates as service ones (informational):

A Service message is considered to be related to operations related to the provision/provision of Service/Customer Services that are part of the Service/Customer Services and informing the User about events and/or operations within the framework of this Service/Services.

Under the Service provision status/Services understood:

• Welcome message upon registration for the service;
  
• Informing a user of events affecting the terms of service (change in financial terms of service, for example, an increase in a subscribtion fee);
  
• OFD messages;
  
• Informing of the change in payment details, address or contact details of a Client;
  
• Additional user identification by phone number (a code is sent to a phone number. This code is used then for user identification, for example, for password setting/change);
  
• Order /purchase confirmation;
  
• Delivery/return/exchange of goods status;
  
• Reminding about a scheduled event within the provision of the service (for example, about an arranged visit);
  
• Informing about maintenance works/warning on suspension/resumption of work of the services;
  
• Notification of logging in/logging out/ login attempts to the Client self-service;
  
• Informing about class schedules, current and final achievements, messages about internal regulations or homework, and other messages sent by educational institutions that do not contradict the rules for classifying templates as service;
  
• Informing about the Client's debt and the details of the contract on the basis of which the Client's debt arose;
  
• Informing about the terms and schedule of repayment of the Client's debt;
  

Etc..

The templates are not considered to be service ones if they contain:

• The templates that do not explicitly inform of an accomplised operation of one of the types mentioned above;
  
• The service templates, supplemented with some advertisment (even of a client's services);
  
• The drive to make a purchase or order a service;
  
• Information aimed at increasing Customer Awareness of loyalty accruals (greeting mailings for the holidays, an offer to evaluate the work of employees/office, etc..);
  
• Information from companies that do not provide services to subscribers.
  

Since 01.03.2021, when drawing up templates for the operator Tele2 (Russia), it is necessary to follow the new rules of the operator - only authorization templates will be accepted (see 2).
In MTS, you must specify the purpose of entering the code (log in to the personal account, purchase, change your password, participate in a promotion or loyalty program).

4. Rules for classifying templates as advertising for the Megafon operator (Russia)

An advertising template is a message addressed to an indefinite circle of people and containing information aimed at attracting attention only to the client's goods and/or services, forming or maintaining interest in them and their promotion on the market and not contradicting the legislation of the Russian Federation on advertising and/or other regulatory acts. The inclusion in the text of an SMS message of any information directly or indirectly related to drawing attention to the object of advertising, goods and/or services of an organization other than the client's organization is not allowed.

Advertising template messages can be recognized as:

• prompting to make a purchase or order a customer's own service/product;
  
• information about the approval/approval of the loan, including the "approval of the loan application", by the client;
  
• information aimed at increasing customer loyalty (including holiday greetings, an offer to evaluate the work of office staff, etc..);
  
• information from the Client's organization that does not provide services to subscribers.
  

Advertising templates are not recognized:

• not explicitly containing information of one of the above types;
  
• containing information directly or indirectly related to drawing attention to the object of advertising, goods and/or services of an organization other than the client's organization (even if it is the client's partner);
  
• containing information that does not comply with the requirements of the legislation of the Russian Federation;
  
• the template text is written in Latin (it should be in Russian only).
  

5. Description of variables in autosubstitution

In most cases, message templates contain auto-substitution elements.
Auto-substitution is a variable that can accept any of the listed values.

• %w – any continuous set of letters, numbers, and / or special characters;
  
• %d – any continuous set of digits and / or special characters;
  
• %w{1,n} – a limited sequence of words (consisting of letters, numbers, or special characters described below) separated by a space (or several spaces), where n is the number of words (words must be at least 2 and no more than N);
  
• %d+ – sequence of numbers (no more than 10, consisting of digits or special characters described below), separated by a space (or several spaces);
  
• %d{1,N} – a limited sequence of numbers (consisting of digits or special characters described below) separated by a space (or several spaces), where N is the number of numbers (there must be at least 2 and at most n numbers).
  

* the value of n must be no more than 10 for transactional messages and no more than 20 for service messages

The message text, including the auto-substitution variables %d and %w, can contain only the following punctuation marks and special characters: ! ¹ # % . , : ; ? \ / ( ) + - “ ” _ ' " ` ^ { } [ ] < > | @ $ = ~ *

6. Requirements for the templates:

• A template must be written accurately according to the rules of application of variables in a template;
  
• The template accuracy is entirely the responsibility of a client;
  
• Don't combine everything in the group operands %d+, %w{1, n}, %d{1, n};
  
• On the other hand, it is not necessary to form constructions of the form %d. %w{1,10}%d Sum of %w{1,10}%d%w{1,10}%d%w{1,10}%d%w where one\two operands can be dispensed with;
  
• The operands %d, %d{1, n}, %d+, %w, %w{1, n}, %w+ must be separated from the static text by a space;
  
• A simple rule: the more readable a template is for a person, the fewer questions it raises when it is approved;
  
• You should avoid the duplication of templates, except for the cases when a template is used with several sender ID;
  
• In templates like: "Confirmation code: %d", "Password: %w", you must specify the resource (website address, app name).
  

7. Illustrative examples of templates with autosubstitution:

SMS text:
Order: PR-0184942 for the amount of 5500 rubles was successfully accepted. Expected delivery time: 19.11.15 in the 15:00-20:00 interval. Your Online PR Store.

SMS Template:
Order: %w for the amount of % d rubles was successfully accepted. Expected delivery time: %d in the %d interval. Your Online PR Store.

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