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Carrier-Mandated Requirements for Consumer Opt-In Explained

In an effort to protect consumers from unwanted messages, the wireless carrier ecosystem has developed a registration system that requires non-consumers to detail the way in which they obtain consent; known as Message Flow or Opt-In process

What Is It and Why It Matters

As part of the 10DLC registration process, mobile carriers require documented proof that your business obtains permission from each customer before sending text messages.

This permission — known as your Message Flow or Opt-In Process — ensures the customer understands the purpose of the messages they will receive and that participation is entirely optional.

There are several ways in which a business may collect permission to text — but every method must include carrier-mandated disclosure language.

Important note to our customers

10DLC registration is not governed by federal authority. It operates entirely as a carrier-managed framework, functioning effectively as a set of carrier “terms of service.”

Because of this, it’s important to understand that carrier consent requirements may differ from legal standards. Certain consent practices that satisfy legal obligations may not satisfy carrier requirements for 10DLC approval (and visa versa).

  • Responsibility for consent: Responsibility for collecting, maintaining, and enforcing opt-in consent rests with the TextBetter Customer. TextBetter does not control how consent is obtained or enforced, and our systems do not independently verify opt-in status.

  • Legal interpretation: TextBetter does not provide legal advice and cannot assess or opine on whether a customer’s consent process satisfies applicable legal requirements. TextBetter’s role is limited to supporting messaging in accordance with applicable carrier requirements and industry guidelines, including those outlined by CTIA’s Messaging Principles and Best Practices and 10DLC registration standards.

How TextBetter Supports You

Carrier consent requirements for 10DLC registration are highly specific and strictly enforced – which is why TextBetter manages this process from start to finish — from validating your message flow, to drafting (or editing) required language so that is meets carrier mandated criteria.

To clarify what mobile carriers recognize as acceptable forms of consent, we have included a brief overview of these standards below.

The Wireless Carriers (10DLC Registry) Accept Any Combination Of The Following:

Via SMS Keywords

An SMS keyword represents a distinctive word associated with your texting use case. For instance, a spa could advertise the keyword “START” to entice consumers to sign up for text messages and gain access to exclusive discounts.

Pro-Tip: keywords are customizable, however the keyword "OPTIN" is also built into all TextBetter products. When consumers text you "OPTIN":

  • They expressly consent to opt-in to text messages from your organization;
  • TextBetter automatically documents (and time stamps) their response which can reported on at any time via our "Opt in history report";
  • They will automatically receive the following message confirmation:
    "Thanks for singing up to receive SMS messages! Msg & data rates may apply, Reply HELP for help, STOP to opt out." 

Via Webform*

If Yes the following language is required on the form:  *By submitting, you agree to be contacted about your request & other information using text messaging. Message frequency varies. Msg & data rates may apply. Text STOP to cancel. 

Pro-Tip: your registration should take into account the "big picture" of your texting use case . For example, when 'webform' is listed as part of your opt in process,  it is imperative that the forms on your website also includes the appropriate opt-in  language.

Via Consumer Initiated Text (Inbound)*

Applies when the consumer engages by texting you first. Message Sender may only reply to the Consumer with responsive information.

Example: customer requesting a quote or information. 

Pro-Tip: Encourage consumers to reply with the words "OPTIN". Their reply is automatically documented (and time stamped) in TextBetter systems and indicates expressed consent.

Message content example:

"Thank you for requesting a quote. It will be emailed over shortly. Reply OPTIN to continue receiving text messages from [Company Name], STOP to cancel, HELP for more information. Msg & data rates may apply. "

Via Point of Sale or Onsite Location

In-store visitors are the most engaged audience. If your business welcomes foot traffic, consider implementing a physical sign-up form for visitors to subscribe to SMS offers or updates.

Example: Client opts in while filling patient intake forms or signing up for membership.

Via Phone Call

Includes opting in over the phone using interactive voice response (IVR) or verbal consent given. Note: If using this method disclaimer must be verbally conveyed to the client that Messaging rates may apply and to opt out they can text stop. 

Example: Client calls to order item and is asked if they would like to receive text updates regarding their order or while using the IVR client is asked if they would like to receive text updates and they consent by pushing the corresponding number.

 

 Disclaimer: Please note that this is not legal advice and is for informational purposes only. It is not intended to substitute for advice from qualified legal counsel, nor is it to assist you or help you be compliant as you assume 100% responsibility in all legal matters.