Provide a clear and comprehensive overview of the campaign's objectives and the interactions the end-user would experience after opting in.
If the Campaign pertains to a Loan Arrangement or Direct Lending, specify such so that Twilio A2P Ops can update your Campaign to reflect.
Example Descriptions:
Audian's purpose for SMS is to deliver direct communication between the internal staff, customers, and our customer support technicians. Giving the techs the ability to send clients Alert Notifications of services, Appointment Reminders, Customer Follow-up, Authentication Codes, and Account Information. As well as authorized clients to request information or the information stated before.
You're required to provide a clear, concise, and conspicuous description of how an end user signs up to receive messages. Opt-in must be 1 to 1, can't be shared with third parties, and can't be implied. It also can't be obscured within the Terms & Conditions and/or other agreement(s).
Examples of how to get users to opt in:
Entering a phone number through a website
Example: Customers opt-in by visiting http://www.examplewebsite.com and adding their phone number. They then check a box agreeing to receive text messages from the example brand.
Clicking a button on a mobile webpage.
Sending a message from the consumer’s mobile device that contains an advertising keyword.
Example: Consumers opt-in by texting START to (111) 222-3333.
Important: If consumers can opt in by texting a keyword, the response should include the brand name, confirmation of opt-in enrollment to a recurring message campaign, how to get help, and a clear description of how to opt out.
Initiating the text message exchange in which the message sender replies to the consumer only with responsive information.
Signing up at a point-of-sale (POS) or another message sender on-site location.
Opting in over the phone using interactive voice response (IVR) technology.
Example: "Audian: You are now opted-in to our platform notifications. For help, reply HELP. To opt out, reply STOP"
Our Example Message Flow/CTA:
In most cases when onboarding a company, the customer or a representative of their company will initially reach out to Audian verbally (in person, via Phone Call, or Video Call), then by messaging through email, Chat, and/or our ticketing system to confirm, if they are interested in being able to send and/or receive SMS from us regarding our services. During that process, we will address the opt-in/out details such as STOP and HELP, and how the SMS service works. Once a company authorizes SMS use, then we note their Numbers to the SMS Number in the Ticketing contact information and/or email that we may contact them or send them an SMS related to their service. We never text anyone without them authorizing it in some form of formal documentation as an email. As well as we do not sell or market any information or services to anyone via SMS.
You must display messages that are unique and provide examples of content you may send so we can tell what the interaction may look like. The sample messages should align with the overall campaign description. We would ideally want to see the identification of who is sending the message (a brand name or sender name), meaning it shouldn’t be a generic description along with generic sample messages where the use case can’t be determined without additional research. Please make sure at least one sample message has Opt-Out language.
Good examples:
Hello John Doe, this is a reminder about your appointment with John’s Car Dealership on April 2nd, 2021 at 10:00 AM. Please reply YES to confirm your attendance or NO if you are not able to make it. Let us know when you would like to reschedule your appointment. Thank you!
Good evening Church family, we are having an in-person worship service tomorrow at 10:30 am. We will also be streaming the service over Facebook Live for those unable to attend. Reminder: tomorrow is the day to bring the donation boxes.
Hi %FirstName%! This is Ramiro with Audian. We’d love to invite you to visit our booth at the upcoming Conference, which is taking place virtually and in person from Nov 9-13! Tickets are available now. There will be panels relating to voice, messaging, and 911! Register at http://www.audian.com . Will we see you at the conference this year?
Reminder from Dr. Smiles, DDS, Hi Jim, we look forward to seeing you at 3:00 pm tomorrow for your cleaning. Reply OPTIONS for Notification Options, or STOP to disable SMS notifications.
Visit https://brandedurl.com/optout/ for options or reply with STOP to disable SMS notifications.
Bad examples:
Thanks for leaving a rating on Google Business. We would like to learn more about your experience. I will contact you soon.
I received your question. I will get back to you as soon as possible.
There’s a little favor I would like you to help me with, please.
Opt-out message
Acceptable opt-out language is: End, STOP, unsubscribe, and cancel must be separated by spaces.
Example: "[Insert Business Name:] You have an appointment for Tuesday at 3:00 PM, reply YES to confirm, NO to reschedule. Reply STOP to unsubscribe."
Unacceptable opt-out language: Stop2End
Example: Luke's Pizza: Use discount code CHEESE for 10% off of your online order. Stop2End
Why is it bad? There must be spaces separating each word and the word "reply" should be included before the stop keyword (ex, Reply stop to end).
Samples Messages: Should be related to the statements above.
Your start request has been received. You will continue to receive messages from NPANXXXXXX. Respond with INFO for more details or START to resume receiving messages.
Your STOP request has been received. You will no longer receive messages from NPANXXXXXX. Respond with INFO for more details or START to resume receiving messages.
You are receiving messages from (COMPANY NAME). We can be reached at +1NPANXXXXXX, or via email at test@companyname.com To block further messages from +1NPANXXXXXX respond with STOP. To resume messages from this number, respond with START.
Our SMS Privacy Policy Example:
At COMPANY, we are committed to protecting your privacy. This SMS Privacy Policy explains how we collect, use, disclose, and protect your information when you subscribe to and receive SMS (Short Message Service) messages from us.
Information We Collect
Personal Information: When you subscribe to receive SMS messages from us, we may collect your phone number and other contact details.
Usage Data: We may collect information about your interactions with our SMS messages, such as the date and time you received and read our messages and your responses to our messages.
How We Use Your Information
We use the information we collect to:
Send SMS Messages: Deliver promotional, informational, and transactional SMS messages to your mobile device.
Improve Our Services: Analyze your interactions with our SMS messages to enhance and improve our messaging services.
Customer Support: Respond to your inquiries and provide customer support.
Disclosure of Your Information
We do not sell, trade, or otherwise transfer your personal information to outside parties, except as described below:
Service Providers: We may share your information with third-party service providers who assist us in sending SMS messages and analyzing their performance.
Legal Requirements: We may disclose your information if required by law or in response to valid requests by public authorities (e.g., a court or a government agency).
Security of Your Information
We implement a variety of security measures to maintain the safety of your personal information. However, no method of transmission over the internet or method of electronic storage is 100% secure, so we cannot guarantee its absolute security.
Your Choices
Opt-Out: You may opt out of receiving SMS messages from us at any time by following the instructions provided in the messages or by contacting us directly.
Update Information: If your contact information changes or if you no longer desire our service, you may update your information by contacting us.
Changes to This Privacy Policy
We may update this SMS Privacy Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will notify you of any changes by posting the new policy on our website. You are advised to review this policy periodically for any changes.
Contact Us
If you have any questions about this SMS Privacy Policy, please contact us at:
Migrated from Confluence on 2026-02-03
Original Confluence Article