Collecting opt-ins/consent for your SMS recipients is critical to responsible communications. It is also required by the FCC and network carriers to send SMS messages to your customers.
What is an SMS opt-in?
Network carriers require your customers to consent to receiving SMS messages from your business whenever they provide their phone number. Therefore, you should clearly inform your customers that by providing their phone number, they consent to receiving SMS messages from your business, however you collect their numbers. Below are examples of SMS opt-ins.
All businesses within the United States 🇺🇸 and Canada 🇨🇦 are required to register their business for verification with the network carriers in order to send outbound SMS messages to their customers. TrueReview will submit your business information for verification on your behalf once you submit it through the verification portal.
Why is verification required?
Verifying your business ensures a messaging ecosystem in the US that minimizes bad actors and provides transparency between businesses and carriers.
🇺🇸 🇨🇦 SMS messages are only supported within the United States and Canada
1. I don't want to send SMS review requests, can I still use TrueReview?
Yes, if you don't want to send review requests through SMS text message, then you can ignore the verification and continue to send requests through emails.
2. I don't have an SMS consent process, what do I do?
Don't panic, we're here to help!
The TrueReview team is dedicated to helping you implement SMS messaging processes in accordance with FCC regulations. Contact us to figure out the best path forward for your business. We've included examples of acceptable SMS opt-in processes below.
3. My business already has a number, can I use that?
No, the number we assign for your outgoing review requests is different than your number used for voice calls.
4. Is there a fee to register the toll-free number?
This service is completely free of charge and included as part of your subscription cost with TrueReview.
5. Can I use a local number instead of toll-free?
By default, a toll-free number is used free of charge. To use a local number, please contact support. Local numbers come with an annual fee of $90. This includes the fees associated with local numbers imposed by network carriers, as well as processing fees from TrueReview. Please note that local number verification can take up to 6 weeks.
How do I enable SMS review requests?
To start your SMS verification, visit your Account Settings, under SMS MESSAGING STATUS click START VERIFICATION.
Enter your business contact information and upload an SMS opt-in example. Please ensure all information is correct and the SMS opt-in example is clear to avoid delays or rejection. See below examples of acceptable SMS opt-in processes.
How can I check the status of my verification?
Your verification status will be displayed in your Account Settings under SMS MESSAGING STATUS. You can also view it from the modal that is used to create request. Hover over the mobile number status to see the latest status.
Toll-free verification is processed by the network carriers. Verification times may vary, and can take from 1 to 7 business days.
You will receive an email confirmation when your SMS is enabled.
If your verification is rejected, TrueReview will email you with steps to resolve the issues.
Rejections due to forbidden message categories for SMS/MMS in the US/Canada
Certain types of message use cases and business types are not allowed over SMS/MMS channels. Use cases and business types that fall into the forbidden message categories cannot utilize SMS/MMS messaging in the US/Canada, and cannot be resubmitted for verification once rejected by network carriers. Learn more about Forbidden message categories for SMS/MMS in the US/Canada.
Examples of SMS Text Message Opt-In
Important: SMS consent must be for your business only, and it cannot include third-party services.
1. Check box confirming opt-in on your online contact form.
If the phone number is required, provide a check box for the customer to select to opt-in to SMS messages.
You can modify the message to fit your business, however it is important to clearly state that they will receive SMS messages by opting in.
"I want to receive news, feature updates, and marketing SMS and email messages."
(News and feature updates is optional. You can modify the opt-in to fit your needs, however it is important to be very clear what the customer is opting in for.)
🛑 This is an example only. Do not submit this as the SMS opt-in when submitting your information from your dashboard. If you choose to go with this option, you must implement these changes on your website.
2. SMS Text Message online opt-in form
Add a form on your website that collects customer information explicitly for SMS communication with your business
Add a check box that the customer checks off confirming they agree to opt-in to receive SMS text messages from your business before submitting the form.
3. Addendum in your customer contract or work order
If your customers sign a contract, add an addendum near the customer's phone number and signature
Provide information about carrier fees, ways to opt-out, and ways to get help.
Add a checkbox where customers indicate a Yes/No to opt-in to SMS messages from your business.
4. Physical/signed form for SMS opt-in
If your customers sign documents to engage with your business or services, add a form that your customers sign consenting to receive SMS text messages from your business.
🛑 This is an example only. If you choose to use this template, please download the template, update it with your information and submit it through your dashboard. You must have customers sign this if you plan on sending them SMS review request.
IMPORTANT: If you change the SMS consent verbiage above, we cannot guarantee approval from network carriers.
Not sure what's the best option for your business?
Contact TrueReview support from your dashboard and we'll be happy to provide guidance to ensure your opt-in form is in compliance with the FCC regulations and policies.
How will customers Opt-out of SMS messages from my business?
Customers can opt-out by replying the following keywords. TrueReview automatically adds opt-out messaging at the bottom of all SMS review requests.
"Stop"
"Stopall"
"Unsubscribe"
"End"
"Cancel"
"Quit"