This article provides guidance and examples on how to describe the process by which your customers give consent to receive SMS messages from your business.
Important: Do not copy these examples directly. Make sure to customize the description to reflect your actual business processes. Providing an accurate and truthful description is essential for approval.
Example: consent via online form
If you collect consent through an online form (e.g., when a customer submits a request for your services), you can use a description like this:
A customer completes a service request form on our website: [insert link to the form]. As part of the form, they check a box to provide consent to receive SMS messages from us. This consent is recorded and stored in our CRM system.
After submitting the form and providing consent, the customer receives an opt-in confirmation message:
“[Brand name]: You've opted in to receive support and pricing information via SMS. Reply STOP to unsubscribe or HELP for assistance. Message and data rates may apply.”
Example: consent via call or in-person visit
If customers contact you by phone or in person, consent must be obtained verbally.
Examples of such scenarios include:
A customer calls to request a quote and agrees to receive follow-up via SMS
A customer reports an issue and asks to receive updates, photos, or videos via text
A customer books a service and opts in to receive SMS reminders
You can describe the process like this:
A customer calls our business to inquire about pricing and requests that a quote be sent via text message. During the interaction, we explicitly ask for permission to send SMS messages. Once consent is given, it is recorded in our CRM system or internal records.
After consent is obtained, the customer receives an opt-in confirmation message:
“[Brand name]: You've opted in to receive support and pricing information via SMS. Reply STOP to unsubscribe or HELP for assistance. Message and data rates may apply.”
Example: consent via text message
If a customer initially contacts you via SMS, you still need to obtain explicit consent before continuing communication. You can describe the process like this:
A customer sends a text message to inquire about products, pricing, orders, or support. Before continuing the conversation, we send a message directing them to an online form where they can provide consent to receive SMS messages. Once consent is submitted, it is recorded in our CRM system.
After consent is received, the customer receives an opt-in confirmation message:
“[Brand name]: You've opted in to receive support and pricing information via SMS. Reply STOP to unsubscribe or HELP for assistance. Message and data rates may apply.”