What rules do I have to follow in executing a text message program?
The rules governing text messages are fluid and come from many sources. First, it is important to note that the wireless carriers themselves are the ultimate sheriffs on what comes over their gateways. The wireless carriers can develop individualized rules that everyone must follow. Your text platform provider as well as its aggregator possibly have individual rules that you must follow to use the service. The CTIA, the wireless industry trade association, sets best practices and rules. Lastly, there are also federal and state laws that apply to text message programs that will apply depending on your industry and vertical.
Do I need to get a customer’s consent before I send a text message?
Yes, you absolutely need a customer’s consent before sending a text message. The type of consent you need depends on the content of the text message—specifically, whether the message is promotional in nature. If you are replying to a customer-initiated or requested message, consent is implied. If you are sending an account-related message to a customer with an open account, you need prior express consent. If you are sending a promotional message, you need prior express, written consent.
How do I get a customer’s consent before sending messages?
There are many options for obtaining a customer’s consent before sending text messages. You can create calls-to-action requesting that customers join your recurring message program. You can include a section within your contractual agreement with the customer that would give you permission to send text messages. Solutions by Text can assist you in developing multiple options to request and obtain customer consent to ensure the best results from your texting program.
Can I send text messages to customers who have replied STOP?
No, you cannot send text messages to customers who have replied STOP and opted-out of your SMS campaigns. One of the many advantages of partnering with Solutions by Text is our Stop Safety NetTM. We serve as the system of record for customer opt-ins and opt-outs. If you inadvertently attempt to send a message to a customer who has not opted-in to receive your messages, SBT’s Stop Safety NetTM will catch that message, fail it, and notify you. SBT maintains a master opt-in database of your customers and we will consult with you on how to maintain each customer’s opt-in/opt-out status on your side.