Toll-Free numbers are phone numbers with distinct three-digit codes that can be dialed from landlines at no charge to the person placing the call. Such numbers allow callers to reach businesses and/or individuals out of the area without being charged a long-distance fee for the call.
Toll-free numbers are particularly common for customer-service calling, providing potential customers and others with a free and convenient way to contact businesses. (Wireless callers, however, will be charged for the airtime minutes used during a toll-free call unless they have an “unlimited calling” plan.)
Customers can also send text messages to toll-free numbers, so long as those numbers are “text enabled,” and businesses can send texts in response. This “Text or Call” flexibility can be a valuable addition to marketing materials, giving customers the option to communicate through their preferred medium.
Toll-free codes include: 800, 888, 877, 866, 855, 844, 833.
Now, when considering toll-free numbers in the context of Application-to-Person (A2P) text messaging, their unique prefixes distinguish them from other number types, such as 10-digit long codes (10DLC).
Toll-free numbers offer recognizable codes that lend credibility, along with the option to use vanity numbers which spell out a company name or service, and further enhances branding efforts.
For example, a company like 1-800-FLOWERS can create a memorable customer contact point, helping to reinforce brand recognition. Many businesses have used toll-free numbers for decades, making them integral to their communication strategies and a trusted channel for their customers.
However, toll-free messaging has limitations, particularly in terms of throughput. The industry standard for toll-free numbers is three messages per second (MPS) or 180 messages per minute (MPM). While businesses can request higher throughput, the upper limit is capped at 150 MPS for SMS and 25 MPS for MMS, which may be a consideration for those with high messaging volumes.
The decision to use toll-free numbers often comes down to their longstanding presence and reliability. Many businesses are hesitant to switch to alternatives, such as 10DLC, due to perceived complexity or the stigma of implementing newer systems. Nevertheless, toll-free numbers remain an effective option for businesses that prioritize a consistent national identity and established communication channels.
In terms of setup, toll-free numbers may require longer activation times compared to other number types. The process typically takes 4–6 weeks, which can be a challenge for businesses needing quick turnarounds. Despite this delay, the benefits of using toll-free numbers, including their customer-friendly features and recognizable prefixes, often outweigh the drawbacks for many organizations.
