Text Subscriber Management

Efficient text subscriber management is vital for businesses to uphold customer satisfaction and comply with regulatory requirements. Providing a seamless and straightforward process for recipients to opt in of receiving text messages demonstrates respect for their preferences and privacy. By honoring unsubscribe requests promptly, businesses can prevent potential complaints, negative reviews, and legal consequences.

In the USA, the CAN-SPAM Act requires you offer an OPT-OUT option only for email.

Text Messaging requires both an OPT-IN and OPT-OUT option. You do need to adjust the way you subscribe contacts to receiving text messages.

FCCs Telephone Consumer Protection Act (TCPA)

Cellular Telecommunications Industry Association’s (CTIA) messaging principles and best practices

See Twilio's Summary here.

Identifying Yourself as the Sender

Every message you send must clearly identify you (the person and business) as the sender, except in follow-up messages of an ongoing conversation.

Consent / Opt-in

What Is Proper Consent?

Consent can't be bought, sold, or exchanged. For example, you can't obtain the consent of message recipients by purchasing a phone list from another party.

Prior to sending the first message, you must obtain agreement from the message recipient to communicate with them - this is referred to as "consent", you must make clear to the individual they are agreeing to receive messages of the type you're going to send.
You need to keep a record of the consent, such as a copy of the document or form that the message recipient signed, or a timestamp of when the customer completed a sign-up flow.

Opt-out

The initial message that you send to an individual needs to include the following language: “Reply STOP to unsubscribe,” or the equivalent using another standard opt-out keyword, such as STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT.

The CRM is initially set up with this message appended to all texts. You may edit the message under Settings >> Business Information.

Individuals must have the ability to revoke consent at any time by replying with a standard opt-out keyword. When an individual opts out, you may deliver one final message to confirm that the opt-out has been processed, but any subsequent messages are not allowed. An individual must once again provide consent before you can send any additional messages.

A contact that opts out will automatically have the DND set for Text Messages.