SMS Consent, Opt-In, and Opt-Out Guide
Client consent is required before using Peach Suite Pro to send text messages whenever consent is required by law, carrier rules, or the business's approved messaging campaign.
Consent must be clear, specific, properly documented, and appropriate for the type of message being sent.
The business's authorization to send SMS messages and the client's permission to receive them are separate requirements. Both must be valid before a message is sent.
Service SMS Consent
Service SMS consent applies to non-promotional messages related to appointments, requested services, customer support, transactions, or an existing client relationship.
Examples include:
- Appointment confirmations
- Appointment reminders
- Rescheduling or cancellation notices
- Service follow-up messages
- Requested customer support messages
- Receipts or transaction notices
- Important account or business notices
Consent to receive Service SMS messages does not automatically include consent to receive promotional or marketing messages.
Marketing SMS Consent
Marketing SMS consent applies to promotional, advertising, or sales-related messages.
Examples include:
- Discounts
- Special offers
- Product promotions
- Seasonal campaigns
- New service announcements
- Membership promotions
- Messages intended to encourage a future purchase
Marketing consent must be affirmative and must clearly identify the business and the types of messages the client agrees to receive.
Consent to receive service messages must not automatically select, combine, or imply consent to receive marketing messages.
Recommended Service SMS Disclosure
A Service SMS consent statement should clearly explain:
- The name of the business sending the messages
- The types of service messages the client will receive
- That message frequency may vary
- That message and data rates may apply
- How to request help
- How to stop future messages
- That consent is not a condition of purchase
- Where to review the business's Privacy Policy and Terms and Conditions
Example:
By providing your mobile phone number and selecting this optional checkbox, you agree to receive service-related text messages from [Business Name], including appointment confirmations, reminders, scheduling updates, and messages regarding requested services. Message frequency varies. Message and data rates may apply. Consent is not a condition of purchase. Reply HELP for assistance or STOP to opt out. Review our Privacy Policy and Terms and Conditions.
Recommended Marketing SMS Disclosure
Marketing consent must be separate from Service SMS consent and must be clearly identified.
Example:
By selecting this optional checkbox, you agree to receive promotional text messages from [Business Name], including special offers, service announcements, product promotions, and marketing campaigns. Message frequency varies. Message and data rates may apply. Consent is not a condition of purchase. Reply HELP for assistance or STOP to opt out. Review our Privacy Policy and Terms and Conditions.
Online Opt-In Forms
When SMS consent is collected through a website or online form:
- The SMS consent checkbox must be unchecked by default.
- The checkbox must be optional.
- SMS consent must be separate from email consent, call consent, and general Terms and Conditions.
- The disclosure must identify the business and the types of messages the client should expect.
- The form must include or provide links to the business's Privacy Policy and Terms and Conditions.
- The client must be able to submit the form without being required to accept SMS messages.
- The completed form must create a reliable record of consent.
Do not use a preselected checkbox or assume that providing a mobile phone number alone constitutes consent to receive Marketing SMS messages.
Consent Records
Peach Suite Pro should record enough information to demonstrate how and when consent was received.
A consent record may include:
- Client name
- Mobile phone number
- Type of consent
- Opt-in or opt-out status
- Date and time
- Source of consent
- Form, page, campaign, or process used
- Version of the consent disclosure presented
- Employee or user who recorded the preference
- Notes explaining an administrative change
Do not change a client to Opted In unless the appropriate consent has been received and documented.
Contact Preference Statuses
Peach Suite Pro uses the following statuses:
Opted In — Appropriate consent has been recorded for the communication channel.
Opted Out — The client has declined the communication or withdrawn previously granted consent.
Not Set — No clear consent decision has been recorded.
Blocked — The business is not currently authorized to use that SMS feature.
An Opted Out status takes priority over an Opted In status.
A Blocked status relates to the business's ability to send messages. It does not delete or replace the client's historical consent record.
Default SMS Preferences
New clients should default to Service SMS Opted Out unless valid consent has been recorded.
Marketing SMS should also default to Opted Out.
SMS controls may remain disabled when:
- The business has not completed the required 10DLC setup.
- The messaging campaign is pending approval.
- The sending number has not been assigned to the approved campaign.
- The requested message type is not included in the campaign's approved use case.
- Messaging has been suspended because of a compliance, carrier, or policy issue.
Opt-Out Requests
Clients must be able to withdraw consent and stop future messages.
Standard Telnyx opt-out keywords include:
- STOP
- STOPALL
- STOP ALL
- UNSUBSCRIBE
- CANCEL
- END
- QUIT
The client does not have to use an exact keyword when the meaning of the request is reasonably clear. Statements such as “Do not text me,” “Remove me,” or another clear request to stop messages must also be treated as an opt-out request.
Opt-out requests should be processed as soon as possible. Automatic carrier or messaging provider blocks may take effect immediately.
After receiving an applicable opt-out request:
- Do not send additional promotional or service messages covered by the request.
- One non-promotional confirmation message may be sent to confirm that the request was processed.
- Peach Suite Pro must update the client's applicable contact preferences.
- The date, time, source, and wording of the request should be preserved in the consent history.
Do not make opting out difficult or require the client to complete unnecessary additional steps.
Understanding the Scope of an Opt-Out
When a client makes a general request to stop receiving text messages, process the request according to the scope required by applicable rules and the messaging provider.
If it is unclear whether the client wants to stop one category of messages or all messages, one clarification message may be permitted. Until the client responds, no additional messages should be sent.
Carrier-level or Telnyx messaging-profile blocks may prevent messages from all phone numbers assigned to the same messaging profile.
Opting In Again
A client who previously opted out must take a new affirmative action before messaging can resume.
Standard Telnyx opt-in keywords include:
- START
- UNSTOP
Do not manually override a carrier or messaging provider block without receiving new, valid consent from the client.
When a client opts in again, record the date, time, source, type of consent, and the disclosure associated with the new consent.
A new opt-in for service messages does not automatically provide marketing consent.
Help Requests
Clients may reply HELP to request information about the messaging program.
The help response should identify the business and provide a valid customer support method.
Example:
[Business Name]: For assistance, call [Phone Number], email [Email Address], or visit [Website]. Reply STOP to opt out.
Message Content Guidelines
SMS messages should:
- Clearly identify the business
- Match the campaign's approved use case
- Match the client's recorded consent
- Be clear, accurate, and professional
- Avoid misleading or unsupported claims
- Include required opt-out instructions when applicable
- Use the client's correct name and contact information
- Protect confidential client information
Do not:
- Send marketing messages through a campaign approved only for service messages
- Send messages to clients with an Opted Out status
- Assume that providing a phone number equals marketing consent
- Use a preselected marketing consent checkbox
- Buy, rent, or import consent from an unrelated source
- Hide or misrepresent the sender's identity
- Make opting out difficult
- Send content prohibited by the carrier or messaging provider
Frequency and Sending Times
Send only messages that the client expects and that are relevant and useful.
Avoid excessive, repetitive, or unnecessary messages.
Use reasonable sending times based on the client's local time, applicable restricted-hour requirements, and the nature of the message.
Urgent or emergency operational messages should be limited to legitimate situations and must not include unrelated promotional material.
Privacy and Mobile Information
The business's Privacy Policy should explain how mobile information and SMS consent records are collected, used, protected, and shared.
SMS opt-in information must not be sold or shared with unrelated third parties for their own promotional or marketing purposes.
Information may be shared with service providers when necessary to operate the messaging program, deliver messages, maintain records, or comply with legal and carrier requirements.
Consent History
Peach Suite Pro maintains a consent history when contact preferences are changed.
The history may include:
- Previous status
- New status
- Communication channel
- Date and time
- Source of the change
- User who made the change
- Reason or administrative notes
- Original wording of the opt-in or opt-out request, when available
The consent history provides an audit trail and should not be deleted simply because the client later changes their preference.
Important Reminder
10DLC approval does not create client consent.
Always verify both the business's current authorization to send messages and the client's current communication preference before sending a text message.
Campaign approval, phone-number assignment, client consent, message content, and opt-out processing must all remain valid.
This information is provided as general operational guidance and does not constitute legal advice. Businesses are responsible for complying with all applicable federal, state, and local laws, carrier requirements, Telnyx requirements, the conditions of their approved campaign, and current industry standards.