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Proactive Process for Area Code Addition for Responsys SMS

in Idea Lab – Core Infrastructure

Current State:
• Our schedule for the phone number library update is once per every major release.
• We depend on Google adding new area codes to the library, but sometimes there could be delays here due to validations that Google runs.
• Currently, we have a workaround, where we can add new area codes in podconfig. This bypasses the libphonenumber validation. Customers need to raise a SR with new area codes that they would like to prioritize.

Business Impact/Problem:
Customers using Responsys SMS currently run into issues where they are unable to deliver SMS messages to their customers who have newer area codes, as new area codes are only added to the system during product releases. Some of these communications are legally required for customers to deliver to their customers. Furthermore, there can be delays even so, due to validations that Google runs. For example, AT&T waited one year for an area code to be added to Responsys leaving them unable to reach those customers by SMS during that time.

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