Question

What are the different mechanisms for SMS opt-in?

Answer

When you submit a number for verification, provide a short message service (SMS) opt-in workflow and a publicly accessible link that shows your opt-in method. If you can't host the link on your website, use a platform such as OneDrive or Google Drive to host a screenshot of the opt-in process. Submissions with inaccessible links are rejected.

This article provides examples to streamline the verification process for A2P 10DLC and toll-free verification in the United States and Canada. Further regulatory or industry best practices may apply based on your specific use case or industry.

Consult legal counsel to ensure your use case complies with all relevant laws and frameworks, including Telephone Consumer Protection Act (TCPA) requirements and Cellular Telecommunications Industry Association (CTIA) guidelines.

Guide to U.S. SMS Compliance (White Paper)

CTIA Messaging Principles and Best Practices

Provide different information based on your opt-in method:

Verbal

Web form

Paper form

Text

Mobile or QR code

Forbidden use cases

Opt-in mechanisms

Verbal

End users call your listed phone number, listen to options in an interactive voice response (IVR) menu, and after they hear the message below, they press a key in the IVR.

Talk IVR greeting:

As part of our service, we can send you automated monthly text alerts
about your Acme account payment activity. You'll receive two messages per month.
Message and data rates may apply based on your mobile phone plan.
For help, reply HELP to any text, or to opt-out, reply STOP.
View our Mobile Terms of Service at https://acme.com/terms and our Privacy Statement at
https://acme.com/privacy. Press 1 if you want this service.

Customer presses 1

Talk IVR confirmation:

Great! We'll send you a text message to confirm your enrolment shortly.

Below is an example of an opt-in workflow.

The opt-in process takes place over the phone. When a customer calls 1-888-000-0000, they're greeted with a menu of options (IVR). If they press 2, they can choose to receive a text from the customer service team. Then the customer hears an opt-in message and confirms enrollment by pressing 1. Once confirmed, the customer receives a text message.

Example of an opt-in image URL: https://acme.com/complete-transcript

Note: A screenshot of the complete transcript is mandatory for verbal opt-in. Requests without this data will fail verification.

Web form

Add a form to your website that asks end users to enter their mobile phone number and opt in to the SMS campaign. See the example image below:

Note: The checkbox must be selectable by the end user to opt in.

Below is an example of an opt-in workflow.

Our company, Acme, collects phone numbers from customers at checkout. Customers can choose to subscribe to Acme messages by completing a form on our website at www.acme.com/signupforsms. On this page, customers input their phone number and consent to receive text messages by checking a box that says, “By providing your phone number, you agree to receive text messages from Acme. Message and data rates may apply, and the frequency of messages can vary." We also provide an easy way for customers to opt out of these messages at any time by texting "STOP" to unsubscribe.

Example of an opt-in image URL: https://www.acme.com/signupforsms

Paper form

Have in-store visitors complete a physical form to collect their phone number and consent to subscribe to your SMS campaign.

For this workflow, clarify how end users find the form. The image URL should be a screenshot of the physical form.

Below is an example of an opt-in workflow.

Customers opt in when they join the Acme Reward Club in person with a physical form or on the website at https://acme.com/rewards/join. They select a box to agree to receive SMS messages.

Example of an opt-in image URL: https://acme.com/printed-reward-club-join-form

Text

A keyword campaign example:

In your workflow, explain how end users find this keyword or number. The image URL should be a screenshot that accurately reflects what customers see. Use the image above as an example.

Note: This also applies when users send a message to a phone number displayed on your website and initiate communication.

Mobile or QR code

The quick response (QR) code links to an online form where users can enter their mobile phone number and opt in to the SMS campaign. The code can either open the Messages app with a prewritten opt-in message or direct users to a web form.

Explain how users see this QR code in the workflow. The image URL should be a screenshot that accurately reflects what customers see.

Forbidden use cases

Certain types of messages are prohibited. These forbidden use cases include not only the message content but also the type of business. To learn more, see Forbidden message categories for SMS/MMS in the United States and Canada.