Businesses are required to obtain consent before sending text messages to their recipients. Sending text messages to customers, employees, vendors, etc., requires permission first.

When completing our Texting Registration form for your business text messaging, you must indicate how you’ll obtain consent to send those text messages. Read the requirements closely to make sure you include accurate information.

Methods of Consent

They message us first: 

Describe where your customers locate your phone number(s) to contact you. For example, advertised on a website (include website address), business card, etc.

For example: “By texting [Company name] at [Company Phone Number], you agree to receive [types of messages, i.e. conversational, customer care, appointment reminders, etc.] messages from [Company name]. Reply STOP to unsubscribe; Reply HELP for help; Message & data rates may apply; Messaging frequency may vary. Visit [Privacy Policy URL] to see our privacy policy and [Terms URL] for our Terms of Service.”

We ask them verbally: 

Describe how recipients are asked for consent over the phone or in face-to-face conversations, and how you’re tracking their opt-in.

If you collect verbal consent, include the script used to request the recipient’s consent to receive your company's text messages. 

For example: “Consent and the number will be obtained verbally on the phone, or in-person. The support representative(s) will ask the customer if they would like to opt in for updates. Their verbiage includes the following script:

‘By providing your phone number to [ENTER COMPANY NAME] you are consenting to receive [types of messages, i.e. conversations, customer care, appointment reminders, etc.] text messages from us. Message and data rates may apply. Message frequency may vary. You can text HELP for support or more information and STOP to unsubscribe at any time. We won't share your mobile information with third parties for marketing. You can also find our privacy policy and terms of service on our website at [COMPANY PRIVACY POLICY].’”

We ask them via writing: 

If collected via email, describe the process used to ask recipients for consent using email communication.

If collected via website form, include a direct link to your publicly accessible website form.

If collected via paper/electronic form, describe the method used to collect written consent and upload the signed document.

Website Form Requirements

If you obtain consent online using a “Contact us” or “Request an appointment” form, the form must be publicly accessible and include a text message consent disclaimer. The disclaimer must link your Privacy Policy that includes clear language stating that text opt-in consent is not shared. 

The website form must have an optional checkbox and text opt-in disclaimer such as:

• Message frequency may vary.

• Message and data rates may apply.

• Reply STOP to unsubscribe. 

• Reply HELP for help.

• Visit [Privacy Policy URL] for privacy policy and [Terms URL] for Terms of Service.

For example: "By submitting this form and signing up for texts, you consent to receive [types of messages, i.e. conversational, customer care, appointment reminders, etc.] text messages from [Company Name] at the number provided, including messages sent by autodialer. Consent is not a condition of purchase. Msg & data rates may apply. Msg frequency varies. Unsubscribe at any time by replying STOP or clicking the unsubscribe link (where available). Reply HELP for help. Privacy Policy [link] & Terms [link]."

Paper, electronic, etc.

If you obtain written consent over email or using a paper form, upload the signed document that includes an optional SMS consent checkbox and phone number field.

You must keep a copy of each signed form as documentation for tracking purposes.

Include a statement on your document similar to the following: “I consent to receive [types of messages, i.e. conversational, customer care, appointment reminders, etc.] messages from [Company name]. Reply STOP to unsubscribe; Reply HELP for help; Message & data rates may apply; Messaging frequency may vary. Visit [Privacy Policy URL] to see our privacy policy and [Terms URL] for our Terms of Service.”

Invalid Methods of Consent

They agree via a third-party: 

Obtaining consent indirectly or through third parties, including purchasing or sharing leads is a violation of carrier policies. Consent cannot be shared, even if a recipient checks a box stating that they would like to receive texts from third parties.

We do not get consent: 

Regardless of how you use texting, carriers require you to obtain consent before sending messages.

Other: 

Please review the CTIA guidelines and consent requirements to make sure that the way you are obtaining text consent meets carrier requirements. Then describe in detail the process your team uses to get permission from customers before messaging them. 

Sample Messages & Other Requirements

The same messages you submit with your Text Registration must include your company name, and at least one of your sample messages must also include opt-out language. 

For Example: “This is [Company name]. Your appointment is at 9:00AM on Friday, January 13th. Reply STOP to unsubscribe.”

Your website form, verbal script, or paper-form opt-in statement must include the type(s) of messages (i.e. conversational messages, appointment reminders, and promotional updates, etc.) your customers can expect to receive. The type(s) of messages must align with the use-case you submit in your Texting Registration request. For example, you can’t send marketing messages if you register with a conversational use case.

Mango Voice has built-in opt-in, opt-out, and help keywords that are required by carriers. 

Privacy Policy & Terms and Conditions Requirements

No matter how you collect consent, you must provide a link to your Privacy Policy that includes:

• A clear statement indicating the mobile opt-in message consent information obtained won’t be shared with third parties.

• How your consumer information is used, collected, and shared.

Include a statement similar to example: ˮNo mobile opt-in or text message consent will be shared with third parties or affiliates.ˮ

Make sure the Privacy Policy is easily accessible. As best practice, we recommend placing this link at the footer of every page on your website. 

The Terms and Conditions section within the Privacy Policy or set up as a standalone page must include:

• Information on the types of messages the recipient can expect to receive. Examples such as “Updates regarding your orders, deliveries, or other relevant information.”

• Standard messaging disclosures:

• Messaging frequency may vary.

• Message and data rates may apply.

• Reply STOP to unsubscribe.

• Reply HELP for help 

• Visit our [Privacy Policy URL] and [Terms and Conditions URL].

Consent Revoked

Recipients are allowed to opt-out of future messages if they text an opt-out keyword (i.e., STOP). Businesses sending marketing messages must provide opt-out keyword(s) as part of the initial text message to the recipient. If they opt-out, you can’t send them text messages from any number from your business.

We recommend logging and documented for you to provide as proof if requested at a later date. 

⚠️This advice is for informational purposes only and is neither intended as nor should be substituted for consultation with appropriate legal counsel and/or your organization’s regulatory compliance team. ⚠️