{
  "id": "CON-HELP-BACKED",
  "slug": "con-help-backed",
  "title": "Declared HELP support must have a help message behind it",
  "statement": "A campaign declaring HELP keywords must supply the help reply that will be sent.",
  "rationale": "Declaring HELP support without configuring a reply produces the worst possible outcome: a consumer asks who is texting them and gets silence or an error. CTIA requires HELP to always produce a response, whether or not the requester is even subscribed.",
  "layer": "CONSENT_FLOW",
  "layerSlug": "consent-flow",
  "object": "campaign.help_keywords + campaign.help_message",
  "severity": "BLOCKING",
  "detectability": [
    "DETERMINISTIC"
  ],
  "failureClass": "RETRY_FIELD",
  "authorities": [
    "TCR",
    "CTIA",
    "Twilio"
  ],
  "applicabilityText": "Applies to every 10DLC registration.",
  "universal": true,
  "remediation": "Write the HELP auto-reply, naming the brand and giving a real support contact a person can actually reach.",
  "example": "Acme Coffee: for help, email support@acmecoffee.com or call 415-555-0134. Msg & data rates may apply. Reply STOP to unsubscribe.",
  "catalogIds": [
    "CMP-185",
    "CMP-191"
  ],
  "phase": "approval",
  "automated": true,
  "url": "https://ekas.io/rules/10dlc/consent-flow/con-help-backed/",
  "markdown": "https://ekas.io/rules/10dlc/consent-flow/con-help-backed.md",
  "registry": "https://ekas.io/rules/10dlc/",
  "updated": "2026-07-25",
  "licence": "CC BY 4.0 — https://creativecommons.org/licenses/by/4.0/"
}