For retailers using our Conversations app, use verbal opt-in and verbal-and-or-text opt-out to confirm whether they want to receive text messages.
When creating a customer record as part of an in-store sale or service appointment, let them know that information regarding their purchase or service (such as when their bicycle will be available for pickup) can be sent to them via text message if they choose.
How a new customer opts in or out of text messages
How an existing customer opts in or out of text messages
How a new customer opts in or out of text messages
New customers are opted in to text messaging verbally.
Example opt-in conversation:
Merchant: "As part of our service, we offer optional texts about order pickup and our services. Message and data rates may apply based on your mobile plan. You can reply STOP to opt out at any time. If you'd like to read our Privacy Policy you can find it linked from the bottom of every page on our website. Please reply with 'yes' or 'no' if you would like to receive these messages."
Customer: "Yes, please."
Merchant: "Thank you! A confirmation message will be sent to you shortly."
- If the customer responds "Yes"
- Staff member should confirm that the customer's cell phone number is in the customer record and check the box "Agree to receive text messages" to confirm that customer has consented to receiving text messages:
- Staff member should confirm that the customer's cell phone number is in the customer record and check the box "Agree to receive text messages" to confirm that customer has consented to receiving text messages:
- If the customer responds "No,"
- Do not select the "Agree to receive text messages" button for that customer. This will opt the customer out of text messaging. Customers with this option toggled off will not receive texts unless they opt in verbally or via text.
How an existing customer opts in or out of text messages
- When you first text a customer, they will receive a message "(Reply "STOP" to stop getting these messages.)"
- The customer may reply to any text with STOP to opt out of future texts, and the "Agreed to receive text messages" toggle on the customer record will be set to "off".
- A customer may also verbally opt out of texts.
- If a customer verbally indicates that they would like to opt out, find the customer record and set the "Agreed to receive text messages" to the grey "off" position. This will opt them out of texts unless they verbally opt back in and the toggle is set to the blue "on" position:
- If a customer verbally indicates that they would like to opt out, find the customer record and set the "Agreed to receive text messages" to the grey "off" position. This will opt them out of texts unless they verbally opt back in and the toggle is set to the blue "on" position: