Sending text messages is a quick and convenient way to communicate with others. However, there are certain best practices that you should follow to ensure that your texts are delivered successfully. In this article, we will discuss some tips to improve the chances of your texts getting sent.
Consent/Opt-In
Transactional and conversational messages are required to have either implied or express consent. Transactional messages are informational, educational, or account-based.
Implied Consent - Implied consent is casual or inferred permission. If you already have a business relationship with a Customer, you already have implied consent.
Express Consent - Express consent is an oral or written agreement that applies to transactional messages. Customers can grant this consent through intake forms, email, accepting terms and conditions, written or verbal agreements, or a prior or already-established relationship.
It's important that you only send texts to Customers who have allowed you to do so. Before you can start sending SMS texts to Customers, you must first obtain their permission. We are required to add a compliance agreement that your Customers are required to agree with to ALL Terms & Conditions in Enrollsy. It automatically appears at the end of enrollment forms when SMS is turned on.
This SMS consent agreement is required by U.S. regulatory compliance rules for all companies that have SMS texting enabled in their Enrollsy account. Read more about this U.S. regulatory compliance rule here.
Note About Hiding SMS Opt-In Checkbox
We don't have a way to hide the SMS opt-in checkbox. It is required for us to have this consent to follow compliance standards (if SMS is going to be used). Right now, our platform is only set up with this consent during the enrollment process. If we hide the checkbox and then the customer enters their phone number later and doesn't consent, we would be breaking compliance.
The ONLY way to hide this consent is if we turn off SMS texting on the company level. If you want SMS turned off, please let us know.
Here is the text of that consent:
By selecting this box, I agree to receive SMS notifications about account notifications, customer care and payment reminders from [Organization Name]. Message frequency varies. Message & data rates may apply. I understand I can reply STOP to opt out at any time. Text HELP for help.
Click here to learn more about how your customers consent to receive text messages.
Opt-Out
Even if a Customer has permitted you to send them SMS texts, they still have the right to opt-out at any time. The opt-out language in your messages should incorporate a universally recognized keyword for opting out. If one of your Customers does NOT want to receive SMS texts, they need to reply to a message with one of the following:
STOP
STOP ALL
UNSUBSCRIBE
CANCEL
END
QUIT
Any of the above STOP keyword replies will prevent a Customer from receiving new messages. To start back, the Customer can simply text "START," "YES," or "UNSTOP" to the same number.
NOTE: This is on a per-phone number basis! See this article from our SMS provider to read more about this.
Learn more about Twilio support for opt-out keywords here. At this time, only Enrollsy can give you a list of opt-outs for the last 12 months. Please chat in and let us know if you need this list.
How to Keep Track of Opt-Outs
For those who inform you, or you see on their messaging history, that they have sent one of the above responses, you have several options to keep track of these "opt-out" customers, choose one of the following options.
NOTE: At this time, only Enrollsy can give you a list of opt-outs for the last 12 months. Please chat in and let us know if you need this list.
Option 1 - Create a Tag
The first (and best) option is to create a Tag for those who want to opt out of SMS text messages. It can be as simple as "NO SMS" or "NO Texts," or whatever you want.
You can filter the Enrollee table by your Tag using our new Saved Views feature.
You can also view this Tag (or any Tag) on the Enrollee page:
This Tag (and any other) will also show up in the Instructor Portal on the Activities page (as well as under Classes):
Option 2 - Create an Alternate Phone Number Field
Another option is to create an alternate phone number field in the Enroll Form for those who no longer wish to receive text messages. When a Primary Account Holder wants to opt out, move their cell phone number to the alternate phone number field.
NOTE: If you choose this option, this person will not receive any emergency texts in the event of an emergency.
Best Practices for Writing Texts
Identify Yourself
When reaching out to someone, particularly for the first time, it's crucial to identify yourself. We suggest using your company name, or an abbreviation of the name. For example, "ABC Company" or "ABC Co." Each message you send must distinctly identify you (the party who obtained the recipient's opt-in) as the sender, except for subsequent messages within an ongoing conversation.
Keep Your Messages Short and Concise
When sending a text message, it is important to keep your message short and to the point. Most mobile carriers have a limit on the number of characters that can be sent in a single text message. By keeping your messages concise, you can avoid any potential issues with delivery.
NOTE: Bulk texts have a maximum of 160 characters; if you go over 160 characters, Enrollsy will warn you that you are sending multiple billable message segments per recipient, which you have to approve. Click here to learn more about SMS Character Limit.
Avoid Using Abbreviations and Slang
While it may be tempting to use abbreviations and slang in your text messages, it is best to avoid them. Not all mobile devices and carriers support these types of characters, which can result in your message being delivered incorrectly, or not at all. Stick to using proper spelling and grammar to ensure your message is delivered accurately.
Prevent Blocking
We want to ensure that your texts get through and not be filtered. Message filtering involves the prevention of undesirable or prohibited messages. Filtering may happen to uphold our SMS texting provider (Twilio)'s standards or adhere to regulatory and wireless carrier messaging policies. For a better understanding of message filtering, please take a look at the article How Does Message Filtering Work?
To safeguard your messages from being filtered, adhere closely to Twilio's Acceptable Use Policy, Messaging Policy, and the CTIA's Best Practices. Also, please don't send spam or engage in fraudulent activities.
Use Case
Review Twilio's SMS Guidelines specific to the country where you're sending messages. Twilio regularly updates these pages with the best practices for each country. Before sending messages to the United States or Canada, verify that your use case does not fall under the Forbidden message categories for SMS and MMS in these regions.
Check Your Signal Strength
Before sending a text message, it is important to check your signal strength. If you have a weak signal, your message may not be delivered or may be delayed. Make sure to have a strong signal before sending important messages.
Check Up on Recipients' Numbers
Suppose you're consistently sending messages to users over an extended period. In that case, you should reach out to your recipients at least once every 18 months to confirm their continued interest in receiving your messages. Mobile numbers might have changed ownership.
Watch Timing
Respect your recipient's time zone. Avoid sending text messages during early mornings or late nights, such as at 5 a.m. or 10 p.m. Unlike email, people often check their phones quickly for new messages. Also, consider the relevance of the message content; most messages should be sent during regular business hours on weekdays.
Message Content
URL Shortening - When sending SMS or MMS messages containing shortened URLs to users in the United States, use a dedicated, branded short domain that belongs to your business. Do not send links that have been shortened using shared public URL shorteners, such as free TinyUrl or Bitly links. U.S. carrier policies strongly discourage the use of shared public URL shorteners, due to the frequency of use by spammers, scammers and other bad actors. The use of these public shared shorteners will result in higher risk of filtering, with no recourse if filtering does occur (see details here). Use a dedicated short domain if you plan to include shortened URLs in your messages.
Domains - Using URLs employed by other services or individuals can sometimes trigger filtering. This practice heightens the risk, as another user sharing the same URL domain could send spam or objectionable content, leading to the domain being flagged by filtering systems. Obfuscated URLs, often utilized in spoofing or phishing attempts, are also subject to filtering.
Unnecessary Characters - Avoid the use of emojis, unnecessary special characters, or excessive capitalization, and ensure careful attention to grammar and spelling. Messages structured in an attempt to evade detection of unwanted messaging are typically filtered.
Illegal Content - Avoid sending content that is illegal in your jurisdiction or prohibited by carriers. See Forbidden message categories for SMS and MMS in the US and Canada for additional information.
I suspect that my messages are being filtered by mistake. What steps should I take?
Twilio tries to ensure that customers do not encounter filtering on legitimate messaging that adheres to all relevant regulations. If you have thoroughly reviewed the provided information and believe your messages comply with Twilio and carrier policies, follow these steps:
Gather three or more undelivered message examples within the last 7 days.
Contact Enrollsy via the in-app chat button or by email. We can look up the numbers to be sure they have the "undelivered" status (error code 30007).
Reach out to the Twilio Support team who can assist in reviewing your messaging and determining if an error occurred, and can connect you with their Compliance team if necessary.
How Text Messaging Works in Enrollsy
The following is important information about how text messaging works in Enrollsy:
Admins & Instructors
Instructors and Admin Users text Primary Account Holders through the Enrollsy app.
Admin Users and Instructors can send texts in a group.
Admins and Instructors will receive texts as actual texts in whatever message app they use (not in the Enrollsy App itself).
Each company has one phone number for text messaging.
All messages sent, regardless of what type of user sends them (an Admin, Instructor, or Account Holder), are visible to those entities in the message history on the account.
See this support article to manually remove a Primary Account Holder from receiving messages.
Admins can view all text messages in the Notification Center in Enrollsy.
Primary Account Holders/Customers
Primary Account Holders receive Enrollsy text messages as actual texts in whatever message app they use (not in the Enrollsy App itself).
Primary Account Holders should save this number from their enrolled company.
Primary Account Holders receive texts individually (even if the text was sent as a group text).
Primary Account Holders can respond as they do regular texts (message and data rates may apply).
When replying to group texts, the texts will come through to the Account Holder's individual account and will NOT be sent to the whole group.
By following these best practices for SMS texting, you can improve the chances of your texts being delivered successfully. With these tips, you can ensure that your text messages are sent and received accurately.