The Federal Communications Commission has policies and regulations to help combat robocalls along with spam via SMS, MMS, Chat, and WhatsApp messaging channels. Major phone service providers, including Tier 1 Carriers such as AT&T and Verizon, are taking further measures to ensure that their customers only receive desired communication, with an overall aim to reduce spam and scam attempts. If you want to read more about the FCC's progression through regulatory standards, you can review the FCC website.
Specifically, there are regulations targeting application-to-person (A2P) communication, or automated messages, from an application. These include notifications, alerts, or promotional messages. Any organization using application-based SMS software needs to abide by these regulations. This applies to services obtained through a VOIP/SMS provider, such as our partners Twilio, RingCentral and Ringover. This is not specific to Loxo.
You may have already begun to register your phone number with our partner, Twilio, or with another partner of your choice, to become a registered and approved A2P communicator. If you have not, please continue reading below for some guidance on the registration process.
Registering Your Number
To support your success in registering your number(s) for A2P SMS functionality, we strongly advise you to include the opt-in example script in your initial contact before engaging in further SMS communication. We appreciate your adherence to industry policies to help make this process as smooth as possible.
Our partner, Twilio, has some detailed approval proven practices for you to reference if needed.
SMS Sending Proven Practices
Once you are registered and approved to send text messages, you will have better results by sending brief and text-based messages:
Remove any URLs or embedded links
Remove any signatures
Keep messages short - longer messages tend to be flagged for violation
Ensure unsubscribe instructions are clear and unambiguous to meet regional requirements
Keep unsubscribe messages simple and focused on the opt-out process without including additional steps or persuasive language
Compose messages to fit within 160 characters to avoid splitting into multiple SMS segments
Please note that the ecosystem is constantly improving the vetting criteria as it comes across additional types of violations. Loxo is committed to providing transparency on changing regulations and helping our users maintain compliance as the ecosystem evolves. If you ever have questions or concerns regarding using SMS in Loxo to communicate with your contacts or candidates, please feel free to use our Live Chat feature or reach out to our team using support@loxo.co. To stay compliant with evolving standards, it is important to follow A2P, GDPR and/or CTIA guidelines on unsubscribe messages, which emphasize ease of opting out and avoiding misleading or promotional language.
You can read through the list below to learn more about how others in the industry are addressing A2P with their partners.
Example Opt-In Consent Script:
To register your phone number for SMS functionality, you must understand and agree to comply with application-to-person messaging regulations. The resources above help explain more about A2P and the registration process. The below script is an example workflow to demonstrate opt-in consent in accordance with the regulations.
To obtain opt-in consent and begin sending SMS to an individual, the first interaction should occur outside of texting. For example, you can ask if it's okay to communicate via text in an email or during a phone call (following the below example script), or you can capture an individual's consent using a Terms & Conditions acceptance checkbox on a web form.
Loxo User: As part of our typical recruiting process, from time to time, we may contact you regarding positions that we feel are a good fit for you or engage with you during the recruiting process via SMS text message. Message and data rates may apply, depending on your mobile phone service plan. At any time, you can get more help by replying HELP to these texts, or you can opt out completely by replying STOP. Our Terms of Service are available at {your website link}, and our Privacy Policy can be found at {your website link}. Do we, as {Your COMPANY Name}, have your consent to communicate with you via SMS text message moving forward?
Recipient: Yes, that would be good.
Loxo User: Great! We will send you a text message to confirm.
Once opt-in consent is obtained and recorded, SMS messaging may commence.
The first message to the customer should confirm that the candidate has opted in to receiving SMS communication from your company and that they may opt out at any time by responding STOP.
Example Opt-In Consent Web Forms
The A2P regulations require clear language around phone number data collection, including a path through which people can opt in to receive text messages. The recommended path is to use a web form that includes a checkbox for people to indicate whether they would like to receive text messages.
It is important to include (or have visible):
the name of your organization
a link to any Privacy Policy or Terms & Conditions
the clear intent to contact them via SMS
It is also advisable to include that standard text and data rates may apply.
Below are some helpful examples to give you an idea of how you can set this up on your site. You'll want to format this to reflect your own business and brand, and be sure to include relevant links to your own web pages (if applicable).
Example Web Form 1:
clearly lists the company phone number used for SMS communications
the company's name is included
opt-out is provided
Example Web Form 2:
clearly indicates that by submitting the form, they are agreeing to receive texts
provides a link to the Terms of Use
gives insight into message and data rates, as well as the frequency of messages
directs recipient to reply STOP to opt-out
Example Web Form 3:
provides links to the Terms of Use, Cookie Policy, and Privacy Statement
gives the recipient the chance to opt in to receive communications via text
notes that SMS consent can be withdrawn at any time
