This feature is expected to go live by Fall 2024.
For clients who use their CRM or other methods to append their SMS for compliance, we will have an option for you to opt-out of the automated SMS footer.
Phone carriers in the United States ultimately decide whether your business texts will be delivered to the inboxes - whether you are texting 1:1 personalized messages to a client or sending mass communications. Beyond requiring consent, carrier guidelines for business texting require identification of who the sender is and the inclusion of simple opt-out instructions for your contacts to revoke consent.
This information is critical to send the first time you send a text message to a phone number, and needs to be refreshed on a regular basis to ensure that the consumer always understands.
To facilitate these requirements, smrtPhone automatically appends your outgoing text messages for greater compliance.
💡 Reminder: All phone numbers you use for texting must be registered to an A2P campaign, or the messages will not be sent.
Why this is Good News:
One of the top reasons smrtPhone clients get dinged for compliance is not including opt-out language. The more violations you have, the more your traffic is throttled and scrutinized by carriers. Implementing this new measure is beneficial to all of your text conversations.
Better Compliance - ensures you are adhering to the requirements to provide opt-out language in your business texts, even if you are texting 1:1.
Better Deliverability - when receiving carriers detect this footer, they are more likely to deliver your messages to the recipient inboxes. It reduces filtering.
It's Automatic! - You don't have to worry about it, or program any extra automations into your CRM. The compliance is taken care of for you.
Timing of the Automatic Message
The automatic appending of messages to include the required opt-out information will be:
The first time you send a message to that contact phone number.
Every 30 days after the original message was sent.
Automatic Message Text
There are three options for you to choose from for Footer text. They are found and configured in the Trust Center, with the A2P 10DLC information. All accounts start with the Standard Message and you can change it, depending on what is best for your business.
Standard Message - default
Your message will be appended with a footer that includes the most important elements: The name of your company and instructions on how to opt-out. We use the company name entered when signing up for A2P 10DLC.
The text we add says: Message sent by {Brand Profile Company Name}. To opt-out from texts, reply with STOP.
Custom Message
You can compose your own custom message that includes your brand name and opt-out instructions. This must go through a review process to confirm it contains the required compliance elements. Approval takes up to 2 business days.
Once approved, any future changes to this message must follow the same approval process.
Decline Automatic Footers
This option is only available to our clients who insert the required footer language through our SMS API connection with your CRM. You must provide our Support team with proof of footer inclusion elsewhere.
Because these footers are a carrier compliance requirement, if it is discovered that you are opt-ed out from footers but are not including your own, you will be obligated to choose either the Standard or Custom message moving forward.
The appended message characters count toward your character limit for text messages and may require a second message, depending on total length.
English and Spanish Versions Available
The default language for the automatic message is English. You can change this to Spanish by going to Admin > Account Settings > Compliance tab and selecting Spanish from the drop down menu.
What Happens if a Contact Opts Out?
While the appended message we include uses the word STOP, there are several other recognized words that are considered action to opt-out when typed in a single response message by your contact. This includes STOP, END, UNSUBSCRIBE, STOPALL, CANCEL and QUIT.
When your contact types any of these opt-out words, our system automatically adds them to your DNT (Do Not Text) list. Further, our underlying carriers recognize these words and will automatically block you from being able to send text messages.
Your contact will receive confirmation they have been opted out, with instructions on how to opt in again.
Do Not Text List (DNT Numbers)
This list is visible from your Admin menu, by selecting DNT Numbers from the submenu.
Any contact number that has responded with an opt-out word will be placed on this list. Included in the record is the message they sent to revoke SMS consent.
You can add contact numbers to this list manually, in the case that someone has verbally requested no texting, or if they have let you know from one number that they want all of their numbers to be opted-out from your text messages.
You cannot remove numbers from this list.
All numbers on the DNT list cannot be reached by text message from any Caller ID on your account. The list is enacted globally for your account.
Being placed on the DNT does not disable voice calls. You must place the number on your smrtPhone DNC list to block the ability to place calls to the number by all of your users.
Regaining Consent to Text
If a contact wishes to return to receiving text messages from you, they should send you a text message that says START, YES, or UNSTOP. This will automatically remove them from your DNT list, and you will be able to reach them by SMS again.
Opt-in language must be specific just for text messages. It can not include e-mail or phone calls, this should be separate.
