Overview
You must receive consent from a recipient before you can send them a text message using Two-Way Texting. This is mandated within the Twilio Messaging Policy. Twilio is the third-party provider used by Service Autopilot to send two-way text messages.
A client can provide consent by either responding to a consent Form or when signing up for the Client Portal.
Important Note: We recommend using V3 Forms for this communication as this version of Forms can recognize and match to a Client or Lead account within SA regardless of the Form source.
Check the Status of Consent
We have implemented a field on Client and Lead accounts that will indicate the status of their text messaging consent. You can see if they have opted-in, opted-out, or neither. This option will be shown under the Account Edit > Details tab.
If an Account has opted-in to text messaging, the "Text Opt-In" field will be checked. If an Account hasn't opted-in or out, the "Text Opt-In" field will be unchecked. If an Account has opted-out, the "Text Opt-In" field will be unchecked and you'll see a caution symbol next to their cell number on the Account overview:
You can use the Text Opt-In filter on the Client and Leads list screen to curate a list of Clients or Leads and their consent status. For example, you could filter for Text Opt-In = Needs Opt-In to get a list of Clients and Leads that haven't opted in or out of texting. You could then send those clients an email with a Form attached to obtain consent.
Consent for Two-Way Texting FAQs
Starting 6/7/2024, you will no longer be able to send a customer a Two-Way Text unless they have opted-in first.
No. Per A2P 10DLC guidelines and Twilio's Messaging Policies, you must obtain consent to send a client text messages before you can send them a text.
- Yes
- Start
- Unstop