This article covers frequently asked questions about the Keap™ Marketing Number text messaging feature, including plan availability, pricing, number verification requirements, message limits, opt-in and opt-out behavior, message deliverability, and text message marketing compliance. The Keap Marketing Number is available to US-based customers only. For instructions on sending text messages, see how to send text message broadcasts in Keap and how to use text messages in Easy Automations in Keap.

Text Message Feature Availability by Keap Plan

Keap Marketing Number Pricing

Each Keap plan includes a set number of monthly text marketing credits. After the monthly credits are used, additional messages are billed at $0.015 per message. Credits reset each month with the billing cycle and do not roll over. Charges for messages beyond the monthly credit allowance are billed at the end of the current billing month.

• Pro — 150 text message credits included monthly

• Max — 250 text message credits included monthly

• Max Classic — 250 text message credits included monthly

Only content messages are billed. Opt-in messages, auto-reply messages, and test messages are not billable.

Keap Business Line Number Verification

Before sending text messages through Keap, the business phone number must be verified with US mobile carriers. The FCC reclassified business texting as an informational service, subject to different regulations than standard personal text messaging. These regulations are enforced by US mobile carriers without exceptions.

To begin verification, complete the business verification form with the required business information.

Toll-Free Numbers vs Local Numbers

Two number types are available for the Keap Business Line — toll-free and local. The key differences are:

• Toll-Free numbers require less registration information — an EIN or Tax ID is not required. Verification takes 1 to 2 weeks. Messages can be sent during the verification period, up to a limit of 2,000 outbound messages per carrier per day.

• Local numbers require an EIN or Business Number (ITIN for Canadian users) for registration. SSNs are not permitted. Verification takes 1 to 2 weeks. Outbound messages will not work until verification is fully complete. Sole proprietors who cannot provide an EIN can apply for one free of charge at the IRS EIN application.

What Happens if the Verification Is Rejected

If a verification is rejected, the rejection notice will include the reason. Some rejections can be corrected and resubmitted with updated information. Other rejections are final and cannot be resubmitted — this typically occurs when the submission involves content or industry violations such as CBD, SHAFT violations, or other prohibited categories. For a full list of prohibited content and industries, see the Keap SMS compliance policy.

Local Number Registration Requirements

The following information is required to register a local number. All information must exactly match official business records — mismatches will cause rejection.

• EIN or Business Number — Required for all registrations. SSNs are not accepted. The legal business name on the registration must exactly match what is on file with the IRS or CRA. Apply for a free EIN at the IRS EIN application.

• Company Information — Legal company name, country of registration, EIN or Business Number, legal company address, phone number, and website.

• Organization Type — Whether the organization is publicly traded, a non-profit (501 organization), or privately owned such as an LLC.

• Industry — The industry the business operates in, plus the vertical that best matches the industry.

• Primary Contact — Contact name, title, address, email address, and phone number.

• End Recipient Consent — A description of how opt-in consent is obtained from recipients, including implied, verbal, or written consent. Business websites must include opt-in and opt-out language — submissions without this will be rejected by carriers.

• Messaging Examples — Sample messages showing how the number will be used. For informational or promotional messages, include opt-out language at the end of each sample message (for example: Reply STOP to opt out).

Frequently Asked Questions — General Feature and Pricing

Can text messages be sent to international numbers?

Text marketing through the Keap Marketing Number is available to US-based and US-operating businesses only. Messages sent to non-US phone numbers will be blocked and may damage the sender reputation of the account.

What is the cost for text message marketing in Keap?

Each Keap plan includes a monthly allowance of text message credits for messages sent through Broadcasts, Easy Automations, or Advanced Automations. After the monthly allowance is used, each additional message is billed at $0.015 per message. See the pricing section above for the credit allowance per plan.

Are opt-in messages and auto-reply messages billable?

No. Only content messages sent to contacts who have opted in are billable. Opt-in messages, auto-reply messages, and test messages are not charged to the account.

Are all messages in a broadcast send billable, including those that do not reach contacts?

Only messages that reach contacts who have opted in are billable. The following example illustrates how billable messages are calculated for a broadcast of 100 contacts:

• 100 contacts in the broadcast list

• 10 contacts have no phone number on record — not sent

• 90 opt-in messages sent

• 10 of those 90 numbers are landlines — opt-in message not delivered

• 80 opt-in requests reach contacts

• 45 of those 80 contacts opt in to receive marketing texts

• Content message sent to 45 contacts

• 45 billable messages

Are test text message broadcasts billable?

No. Test messages and system-generated messages are not billable.

Why is there a 160-character limit on messages?

Text messages are limited to 160 characters for three reasons. First, text messages with fewer characters receive higher engagement rates. Second, billing costs are incurred for every 160 characters. Third, messages over 160 characters are often split into multiple messages by carriers and there is no guarantee they will be delivered in the correct order.

How many messages can be sent per day?

The daily limit is 20,000 content messages per day, measured from 12:00 AM to 11:59 PM Arizona time. Messages beyond the daily limit are automatically queued for the following day. Text message broadcasts are currently limited to 500 recipients per send.

Can photos, videos, or GIFs be sent through the Keap Marketing Number?

No. The Keap Marketing Number supports text and links only. MMS content such as photos, videos, and GIFs is not supported.

Frequently Asked Questions — Message Replies

How do replies to the Keap Marketing Number work?

When a contact replies to the Keap Marketing Number, an automatic reply message is sent to that contact. The automatic reply message can be customized from the text message broadcast summary page or while composing a text message in an Advanced Automation or Easy Automation. Including a phone number, email address, or other contact point in the automatic reply is recommended.

Can replies be read and responded to from within Keap?

Yes. The Text Marketing Number inbox allows conversations with contacts who have replied to text message broadcasts or automated text messages.

Frequently Asked Questions — Keap Marketing Number

Why is a toll-free 1-800 number used for the Keap Marketing Number?

Toll-free 1-800 numbers provide three advantages for text marketing. Messages send three times faster and can handle four times the volume of a local number. Carriers apply less filtering to marketing content sent from toll-free numbers, reducing the likelihood of being blocked. Using a separate marketing number also keeps the Keap Business Line number available exclusively for one-to-one communication with contacts.

Can a local area code number be used instead of a toll-free number?

Toll-free 1-800 numbers are the only option currently available for Keap Marketing Numbers. Local area code numbers are not available for the Keap Marketing Number.

Can a short code number be used?

No. Each Keap Marketing Number is a full long-code number. Short code numbers are not available.

Can the Keap Business Line number be used for marketing text messages?

No. The Keap Business Line is reserved for direct one-to-one communication with contacts. Keeping the Business Line and Marketing Number separate ensures that if the Marketing Number is blocked, direct communication with contacts through the Business Line remains unaffected.

Can an existing phone number be ported in as the Keap Marketing Number?

Phone number porting is not currently supported for Keap Marketing Numbers. Keap Marketing Numbers are assigned during the setup process.

Can a custom Keap Marketing Number be selected?

No. Keap Marketing Numbers are assigned automatically during the setup process and cannot be customized.

Frequently Asked Questions — Opt-In and Opt-Out

Why is a new opt-in required for the Keap Marketing Number when opt-in was already collected?

By law, opt-in consent is required for each specific sending number. Prior opt-in collected through other tools or numbers does not satisfy the consent requirement for the Keap Marketing Number. Keap requires consent through its own tools to help accounts stay compliant.

Does every contact receive an opt-in message before every text?

No. Opt-in messages are only sent to contacts who have not previously opted in. Contacts with no opt-in history receive the opt-in message before the first content message. Contacts who have already opted in receive content messages directly.

How does opt-in work?

Two methods are currently available for a contact to opt in:

1. The contact texts YES directly to the Keap Marketing Number.

2. An opt-in message is automatically sent to the contact before the first broadcast or automated text message. Once the contact opts in, the content message is delivered.

A text opt-in checkbox can also be added to public forms. Contacts who check the opt-in box when completing a public form will not receive the opt-in text before subsequent broadcasts or automations — they will receive content messages directly.

Can opt-in messages be customized?

Yes. Opt-in messages can be customized, but must include the business name to comply with legal requirements. Legally required compliance language is automatically added to the opt-in message.

What happens when a contact opts out?

When a contact opts out by replying STOP, the Keap system automatically prevents future marketing text messages from being sent to that contact. The contact record displays the unsubscribed status under the phone number.

Can a contact opt back in after opting out?

Yes. A contact can opt back in by texting START or UNSTOP to the Keap Marketing Number. The exact keyword accepted may vary depending on the contact's mobile handset.

Does opting out of text messages also opt the contact out of email campaigns?

No. Text message opt-in and opt-out status is completely separate from email opt-in and opt-out status. Changes to one do not affect the other.

How can the opt-in status of a contact be checked?

The opt-in status for each phone number is displayed on the contact record beneath the phone number:

• Opted in — Displays "Opted in to your Marketing Number" in green text.

• Opted out — Displays "Opted out of your Marketing Number" in red text.

• Pending — Displays "Pending opt in to your Marketing Number" in gray text when the opt-in request has been sent but not yet responded to.

The screenshot above shows a Keap contact record with the opted-in status label displayed in green beneath the phone number.

The screenshot above shows a Keap contact record with the opted-out status label displayed in red beneath the phone number.

The screenshot above shows a Keap contact record with the pending opt-in status label displayed in gray beneath the phone number.

Frequently Asked Questions — Message Deliverability

What causes a message to not be sent?

The most common causes of a message not sending are an error in the automation setup or no phone number on the contact record. If the automation trigger is configured correctly and the contact has a valid phone number, contact Keap support for further investigation.

What causes a message to not be delivered?

The most common causes of a message not being delivered are that the contact has opted out of the Keap Marketing Number, the phone number on the contact record is a non-mobile number such as a landline or fax line, or the message was blocked by the carrier.

What is carrier filtering?

Carrier filtering occurs when a cellular carrier blocks a message from reaching the recipient. Messages may appear as sent in Keap but be blocked before reaching the contact. The reasons vary by carrier and country. It is not always possible to know when a message has been filtered by a carrier.

When can an account be blocked or filtered by Keap?

If Keap identifies that an account is being used to send spam or is not in compliance with Keap's Terms and Conditions, the account may be blocked, filtered, or suspended.

Text Message Marketing Compliance Overview

Disclaimer: The information in this section is provided for general informational purposes only and does not constitute legal advice. Readers should consult their own legal counsel for advice regarding their specific situation. Links to third-party resources are provided for convenience only.

Sending a text message to the wrong person or without proper consent can put the business at risk of legal action. The core principle of compliant text message marketing is that contacts should only receive text messages they have explicitly consented to receive.

Before messaging any contact, obtain appropriate consent for the type of messages being sent. When collecting a phone number, communicate clearly what the contact is signing up to receive, who the messages will come from, and all required disclosures. Simply entering a phone number does not constitute compliant consent. Violations of the TCPA (Telephone Consumer Protection Act) carry a penalty of $500 to $1,500 per message in violation.

For recurring message programs, every first message must include an opt-in confirmation, and opt-out instructions must be included regularly. All opt-out requests must be respected and acknowledged promptly.