To activate the Premium Texting service in Neos, navigate to the Communications Tab. This tab is only visible when the Neos Premium Texting feature has been purchased, or when both the RingCentral and Zoom Phone integrations are enabled.
NOTE: You must have Enabled and Modify permissions to General > Firm Preferences to access the Communications Tab.
Neos uses Twilio as our integrated texting partner. A2P 10DLC is the federally-aligned compliance framework that governs business texting in the U.S., rooted in the Telephone Consumer Protection Act (TCPA) and the CTIA Messaging Principles. Before you can send text messages, every campaign goes through Twilio's stringent review to ensure that it meets legal requirements. Rejection is common if all requirements are not exactly met. Neos is not part of the legal review chain and cannot approve a campaign or override a rejection.
These best practices do not guarantee approval. Please reach out to our Customer Support team so that they can review your application before submission. Should your status show "Rejected", you may need to provide additional required information.
NOTE: Before beginning activation, your firm's website must include compliant opt-in language on your Privacy Policy, Terms & Conditions, and Contact Us pages. See Premium Texting Compliance Requirements for required content and templates.
Activate Premium Texting
Navigate to Settings > Firm Preferences > Communications Tab. Click the Activate now button.
NOTE: A one-time registration fee is required for this activation.
Read and agree to the Terms of Service by clicking the I Agree button.
On the next window, provide your Firm Details and Business Details. All fields in this window are required. Your firm's address will be prefilled from the Firm Address tab in Firm Preferences.
NOTE: Your Firm (Business) Name must be the name used to obtain your legal Business Registration/EIN. If the dba Name is used, the activation will fail. To confirm your firm's information is accurate, go to your state's business registry and search by your EIN and the associated official name.
Scroll down to enter the remaining and required Business Information fields.
Business Type – Select your firm's type of business (e.g., Corporation, Partnership, etc.).
Company Type – Select your firm's type of company (e.g., Public, Private, etc.).
Business Registration/EIN – Enter your firm's EIN number.
Website – Enter your firm's website address. To ensure compliance, enter the full URL, e.g., https://www.firmname.com.
Email – Enter the email address of your firm's administrator. This person will be the point of contact for confirming Neos Premium Texting.
Phone – Enter your firm's valid phone number.
5. Use the Opt-In Method field to describe how your firm plans to obtain client consent to receive text messages. This field requires at least 40 characters and can include up to 2,048 characters (including spaces). See Premium Texting Compliance Requirements for required language and templates.
6. Click the Next button when all fields are complete. Please reach out to our Customer Support team so that we can review your application before submission.
Select a Phone Number
You are now ready to request a phone number.
NOTE: Your firm's current phone number cannot be used for Neos Premium Texting. A phone number in the USA can be selected during the setup process. Once the texting phone number has been selected, it cannot be changed. If your firm wants a different number, Neos Premium Texting will need to be deactivated after your profile has been reviewed. You can then follow the same initial activation process, which will incur the activation fee and profile review period.
7. Enter the area code of the number you wish to request. Area Code is a required field. Click the Next button.
8. Neos will search for available phone numbers based on your entered area code.
9. You can choose from available phone numbers that relate to the entered area code for this premium feature. Select the desired phone number and click Submit.
REMINDER: Make sure that the number you select is the one your firm wants. Once a phone number is selected and Submit is clicked, the number cannot be changed within the setup. Firm-requested changes will require the full process (including the activation fee and profile review period) to be completed again.
10. A process window will briefly display.
11. When completed, you will see the following message alerting you that your firm's request has been submitted. Click Done.
Review Status
The Communications tab will refresh, showing your firm's Texting status as "Profile In Review". The review period with Twilio, our integrated texting partner, can take up to 2–3 weeks.
While your firm's profile is in review, text messages can be received in Neos from the selected phone number. However, outgoing texts cannot be sent using Neos Premium Texting until the status is Active. During this period, firms can utilize standard texting.
If the information submitted is incorrect or incomplete, your firm's status will show "Rejected". A reason for rejection will be displayed so your firm can correct any issues and resubmit. You may also receive an email from Twilio requesting corrections.
You will need to resubmit your Neos Texting information in the Neos Firm Preferences > Communications Tab (using the steps noted above).
NOTE: Please reach out to Customer Support so that we can assist you in investigating the reason before resubmitting.
Once the review process is complete, your firm's selected phone number will display in the Communications Tab with an Active status. You will receive an email when approved. The phone number can be copied to your clipboard for easy sharing.
