Consent for Two-Way Texting

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

When will this policy be implemented?

Starting 6/7/2024, you will no longer be able to send a customer a Two-Way Text unless they have opted-in first.

Can I send a text message to the client first to ask them to opt-in?

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.

Will a customer need to opt-in again if they have already provided consent previously?
No. You will not need to obtain consent again if a client has opted-in to text messaging in the past.
Can a client opt-in without responding to a Form or signing up for the Client Portal?
The last alternative would be for the client to initiate a text message to your Two-Way Texting number with one of the opt-in keywords. They must send the keyword alone; it cannot be combined with any other characters or text.
What are the opt-in keywords?
  • Yes
  • Start
  • Unstop
Can I add additional opt-in keywords?
No. We cannot create additional opt-in keywords at this time.
Will employees or resources need to opt-in?
No, only Clients or Leads will need to opt-in.
What is A2P 10DLC?
A2P 10DLC refers to a system in the United States that allows businesses to send Application-to-Person (A2P) type messaging via standard 10-digit long code (10DLC) phone numbers. Carriers in the US consider all Twilio traffic to be A2P. Carriers’ A2P 10DLC offerings provide better delivery quality and lower filtering risk than long code SMS of the past, using the same phone numbers.
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