SMS Best Practices - What to do/not to do for texting

Get Proper Consent

Before sending any text messages to customers, you must have clear, documented consent.

• What counts as consent? 
  Customers must knowingly agree to receive text messages from your business. This agreement is specific to your business and the type of messages they are agreeing to receive.
• Best practice: 
  Studio Pro makes it easy to collect consent during registration, sign-ups, or account creation and explains that users may receive SMS messages from your business.

This will show when a new customer creates an account:

And the customer can Opt-In or out from their portal as well under Settings > Communications:

Identify Yourself in Every Message

It should always be obvious who is sending the message. Include your business name at the beginning of every message.

Ex:

SP Dance: Your class is cancelled tonight due to weather.

Provide an Easy Opt-out Option

Customers must be able to unsubscribe at any time.

• The first message you send to a number each month must include opt-out language. 

  • Example:

    Reply STOP to unsubscribe

• Accepted opt-out keywords: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT
• After a customer opts out, you may send a final confirmation message, but no further messages are allowed unless they opt back in.

Note: Studio Pro automatically includes the opt-out language in your first message to a new number each month.

Watch Your Message Content

Certain content is strictly prohibited, even with consent.

Do not send messages that include:

• Illegal products or services (based on where the recipient lives)
• Gambling (50/50 raffles)
• Cannabis or CBD-related promotions (even in legalized states)
• Prescription medication offers
• Hate speech, harassment, or abusive language
• Fraudulent messages
• Malicious links, viruses, or attempts to evade carrier filters

Follow Country-Specific Rules

If you're sending messages outside of the U.S.:

• Review the local regulations for SMS communications
• Check Twilio’s country-specific requirements

Keep Messages Short and Simple