Text Messaging

Please note:

  1. Content of this article or the service are subject to change at anytime without notice.

  2. Features vary by subscription plan.

 

For more information, please refer to phone settings.

Notifications

  • By default, a notification email will be sent 5 minutes, if there are new unread text messages.

    • This will be sent to the business email, and cannot be disabled.

    • This will also be sent to any user subscribed to SMS Notifications.


Limitations

  • 160 Character limit per message (actual message may vary).


Legal - SMS Compliance

Important! Please note, sending any marketing and/or promotional message(s) while a contact/customer is not explicitly “opt-in” to receive such messages puts your business at risk of legal action and/or penalties from the contact/customer, and subject to business account termination; please refer to the TCPA rules for more information.

Status

Notes

Allowed Messages

Status

Notes

Allowed Messages

Opt-Neutral (Default)

When a new contact/customer is added to your business a “Welcome Text” will be sent to them to gather explicit written consent.

  • Appointment Reminders

  • Conversational

Opt-In

N/A

  • Appointment Reminders

  • Conversational

  • Marketing/Promotional

Opt-Out

To opt-in the contact must send a text to the business containing “START”.

None


SMS Templates

Name

Verbiage

Editable

Triggered By

Name

Verbiage

Editable

Triggered By

Help Reply

[{{businessName}}] Message frequency varies by use. Msg/Data rates may apply. Reply STOP to unsubscribe.

No

Contact/Customer

Welcome Text

Please reply TEXT to receive text messages from {{businessName}}. Message frequency varies by use. Msg/Data rates may apply. Reply STOP to unsubscribe. Reply HELP for help.

No

User

Welcome Reply

[{{businessName}}] Welcome {{customerFirstName}}! You are now subscribed to receive texts from us. Message frequency varies by use. Msg/Data rates may apply. Reply STOP to unsubscribe. Reply HELP for help.

No

Sent as response to contact opt-in.


FAQs

Question

Answer

Question

Answer

What is the purpose of a welcome text?

To collect written consent to ensure the contact/customer has allowed the business to send text messages, reminders, and promotional/marketing messages.

Can I ask a contact/customer for a review without them being opt-in.

No, this is against the law, the contact/customer must be opt-in to receive promotional and/or marketing related messages.

Please refer to the TCPA rules for more information.


Recommendation:

  • Send a “Welcome Text” to the contact/customer.

  • Once the contact/customer has “opt-in”, send a “Review Text”.

How do customers opt-in?

By replying with the following keywords:

  • START

  • TEXT

How do customers opt-out?

By replying with the following keywords:

  • CANCEL

  • END

  • STOP

  • QUIT

  • UNSUBSCRIBE

How do customers request help?

By replying with the following keywords:

  • HELP