How Text Messaging Works in Enrollsy
Admins and Instructors
Your company has one phone number for all text messages
Admins and Instructors text Primary Account Holders through Enrollsy, one at a time or as a group
Everyone on the account (Admins, Instructors and Account Holders) can see every message in the account's message history
Admins can see all text messages in the Notification Center
Primary Account Holders
Texts arrive in the messaging app on their phone, not in the Enrollsy App
Group texts arrive as individual texts
Replies to a group text go only to your company, not to the whole group
They can reply like a regular text (message and data rates may apply)
They should save your company's texting number to their contacts
SMS Consent
You can only text Customers who have agreed to receive texts. U.S. regulations require consent for all transactional and conversational messages. Transactional messages are informational, educational or account-related.
Implied consent — Permission that comes from an existing business relationship with a Customer
Express consent — A written or verbal agreement. Customers can give it through intake forms, email, accepting terms and conditions or another direct agreement.
How Customers Give Consent in Enrollsy
When SMS is turned on for your company, Enrollsy automatically adds an SMS consent checkbox to the end of your enrollment forms. U.S. regulations require it for every company with SMS enabled. Learn more about U.S. SMS compliance.
The checkbox says:
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.
Can the SMS Consent Checkbox Be Hidden
No. Enrollsy only collects SMS consent during enrollment. If the checkbox were hidden and a Customer added a phone number later without consenting, your company would be out of compliance.
The only way to remove the checkbox is to turn off SMS texting for your company. Chat in with us if you want SMS turned off.
SMS Opt-Outs
Customers can opt out of texts at any time, even after they've given consent. To opt out, they reply to any text with one of these keywords:
STOP
STOP ALL
UNSUBSCRIBE
CANCEL
END
QUIT
To start getting texts again, they reply START, YES or UNSTOP to the same number.
NOTE: Opt-outs apply to each phone number separately. Learn more about opt-out keywords from our SMS provider, Twilio.
To manually stop a Primary Account Holder from getting texts, see How to Opt Out Customers From SMS Texts.
How to Keep Track of Opt-Outs
If a Customer tells you they've opted out, or you see an opt-out reply in their message history, use one of these options to keep track of them.
NOTE: Only Enrollsy can pull a list of opt-outs from the last 12 months. Chat in with us if you need this list.
Option 1 — Create a No SMS Tag (Recommended)
Create a Tag for Customers who have opted out, such as NO SMS or NO Texts. Then use Saved Views to filter the Enrollee table by that Tag.
The Tag also shows on the Enrollee page.
Instructors can also see the Tag in the Instructor Portal under Activities and Classes.
Option 2 — Add an Alternate Phone Number Field
Add an alternate phone number field to your Enroll Form. When a Primary Account Holder opts out, move their cell number from the main phone field to the alternate field.
NOTE: Customers with their number in the alternate field won't get any texts, including emergency texts.
Best Practices for Writing Texts
Identify Your Company
Start each new message with your company name or a short version of it, such as ABC Company or ABC Co. Replies within an ongoing conversation don't need it.
Keep Messages Short
Bulk texts can be up to 160 characters. If your message is longer, Enrollsy warns you that each recipient will get multiple billable message segments, and you'll have to approve it before it sends. Learn more about SMS character limits.
Use Clear, Plain Text
Use correct spelling and grammar
Avoid abbreviations and slang
Avoid emojis, unneeded special characters and all caps
Some phones and carriers can't display these characters, and carriers often filter messages that use them.
Send at the Right Time
Send during regular business hours on weekdays when you can
Avoid early mornings and late nights, such as 5 a.m. or 10 p.m.
Consider your recipients' time zones
Check Your Signal Strength
A weak cell or Wi-Fi signal can delay your text or stop it from sending. Check that you have a strong connection before you send an important message.
Confirm Recipients Every 18 Months
Phone numbers can change owners. If you text the same Customers over a long period, check with them at least once every 18 months to confirm they still want your texts.
How to Keep Texts From Being Filtered
Carriers and our SMS provider, Twilio, filter messages that look unwanted or break messaging rules. Learn how message filtering works.
Follow Messaging Policies
Follow these policies to keep your texts from being filtered:
Twilio SMS Guidelines for the country you're texting
Avoid Restricted Content
Don't send spam or fraudulent messages
Don't send content that's illegal where you are or banned by carriers
For the U.S. and Canada, check that your message isn't in the forbidden message categories for SMS and MMS
Use Links Carefully
Shortened links — Use a branded short domain that belongs to your business. Don't use free public shorteners like TinyURL or Bitly. U.S. carriers often filter those links, and a filtered message can't be appealed. Learn more about sending shortened links.
Shared domains — Avoid domains other people or services also use. If someone else sends spam with that domain, your messages can be filtered too.
Disguised links — Don't use obfuscated URLs. Carriers filter them because they're common in phishing.
What to Do if Your Texts Are Filtered by Mistake
If your messages follow these guidelines but still aren't being delivered:
Collect at least three undelivered messages from the last 7 days
Contact Enrollsy through in-app chat or email. We'll check whether the messages show as undelivered (error code 30007).
Contact Twilio Support to review your messages. They can bring in their Compliance team if needed.