We have received new carrier guidelines that need us to put a more explicit opt-out policy for all text messages sent using CallHub. According to this policy, people who receive text messages from a phone number must have the ability to revoke consent at any time by replying STOP.
Our carriers have taken additional steps to ensure the categorization of promotional and conversational messaging in the US. The "US Messaging Policy" guidelines that are enforced require the system to include an exclusive Opt-out message in every text sent until there is a conversation in place.
Telecom carrier filters pay close attention to whether or not the recipient is engaging with the campaign messages (to determine if it's promotional or conversational) and will be able to tell if they have responded without unsubscribing. Once a recipient has responded without unsubscribing, the campaign can reach out to them without including the "Opt-Out" language.
Based on the above guidelines - any initial message that has not yet received a response from the recipient should include the "STOP" Opt-Out language [Reply STOP to Unsubscribe]. For example, if the agents were to send an initial message to a recipient, including this "STOP" language, the voter did not respond or acknowledge the initial message. The agent then decides to "Re-Send" that same message to the voter as a follow-up. Therefore, the system should include the "STOP" language on the second outreach. Until the message becomes a 2-way conversation (conversational message) between the agent and the voter, the Opt-out message should be included.
We have implemented this guideline in our Peer to Peer and Broadcast texting products.
Screenshot from P2P campaign: when the text question is set as an initial message, the compliance message is added.
Feel free to let us know your thoughts.