Phone Carrier Policies
Major phone carriers like AT&T, Sprint, and Verizon, among others, have started implementing stringent limits on how businesses can text their customers. In general, these policies apply to any communication between phone carriers, customers, and affiliated third parties. Compliance policies are designed to ensure that users are protected and that any interaction between them and the phone carrier is handled in accordance with applicable law.
Overall, policies to protect users' personal data have had an effect on how organizations are able to safely and effectively send SMS messages to their customers. By creating proper safeguards and protocols for message delivery, businesses can avoid any delivery issues and keep their customers data secure.
It is important that our SMS messaging is in compliance with the phone carrier's strict and non-negotiable policies. We want our users to be confident that they are using a reliable and compliant service.
Automatic Messages
Applicable for 1-to-1 SMS, batch SMS, and campaigns:
To ensure that our service is compliant, we have updated our automatic messages to meet our phone carrier's regulations. This will allow you to be compliant while still making sure that your clients are receiving the best quality service.
It's crucial to note that these are not continuous conversations, as the sender of the text message must disclose their identity according to phone carrier regulations.
Proper sender identification
The carriers are increasingly blocking messages that are not sent with proper identification. To prevent this from happening, Fit Pro Tracker implemented an automatic prompt that will provide the contact name and the name of your fitness facility in the first message that is sent to new clients.
Automatic messages for the first message sent to the client.
If there is no communication for 15 days for 1-on-1 SMS and 5 days for Batch SMS and Campaign messages, the proper identification message will be included in your next SMS sent to the client. It's crucial to note that after the respective days, these conversations are considered non-continuous conversations, which is why the sender of the text message must disclose their identity according to phone carrier regulations.
We hope this will make the initial communication smoother and more efficient for both you and your clients.
Proper Opt-out message
An opt-out message must clearly and explicitly state how the recipient can unsubscribe or opt out of receiving messages from the sender. It’s important to remember that the opt-out message should only provide the recipient with the opportunity to unsubscribe and not any other promotional messages or offers.
A "Reply Stop to Opt-Out" message will be automatically included in your first message to the client.
If there has been no communication in the past 5 days, the next message to the client will include the option to unsubscribe by replying with "Stop". This applies in cases where there has been a break in the conversation with the SMS recipient.
By replying “Stop”, customers confirm that they no longer want to receive messages. This reduces the amount of unwanted communication, improves the deliverability of your SMS, and decreases the risk of being blocked by phone carriers
SMS Error Information
Profile Activity Feed shows more information about possible SMS errors and a link to our phone carrier help center.
If you are ever stuck with an SMS error message, don't panic! Just click the link provided in the contact's profile activity feed, and you'll be taken directly to the information you need.
Fit Pro Tracker will provide you with a message in the activity feed with a link so you can learn what the error means and understand the possible solutions. Following the link will take you to more information about the error, giving you more detailed information. It may also be able to provide you with potential solutions for the error and the steps you'll need to take to resolve the issue.
Use case
First-time message:
After receiving a new lead, whether it's from any source, your first SMS sent through Fit Pro Tracker will automatically include the sender's information and opt-out instructions. Here is an example of what the message will contain:
Content of the message. You've opted in to (Location Name). Reply STOP to opt out.
15-day Rule
As a part of our efforts to enhance SMS delivery, Fit Pro Tracker has implemented a new feature that automatically includes the sender identification message and the opt-out message in any SMS sent 360 hours after the last outgoing message.
If you have any questions about our automated messages or how they work, please do not hesitate to contact us. Additionally, our Customer Support Team is always available to assist you if you need further clarification on the error and its resolution.
We are always available to provide feedback, guidance, and help.