How Can Users Opt In to Receive Messages in the U.S.?

Carriers support multiple methods for obtaining user consent (opt-in) before sending SMS messages. Ensuring proper consent is critical to remain compliant with carrier regulations and avoid potential audits or traffic suspension. Below are the supported opt-in categories along with best practices for each:

1. Verbal Opt-In

Verbal consent is applicable in specific use cases where a user agrees to receive messages during a phone call.

Compliance Requirements:

• The call must be recorded at the point where consent is obtained.
• This recording must be securely stored and made available upon carrier request or audit.
• A double opt-in process is strongly recommended.

Recommended Flow:

1. The business initiates a call and follows a defined verbal script.
   1. Type of messages
   2. Frequency
   3. STOP/HELP keywords
   4. Message & data rates

2. This script must be submitted during campaign creation for carrier compliance.
3. The user’s verbal confirmation is recorded.
4. The user must also send an opt-in keyword via SMS to confirm consent.

Example Script:

Plivo Customer: “[Brand Name] also sends updates via SMS. Please say YES if you would like to opt in. You can stop anytime by texting STOP or get help with HELP. Standard message and data rates may apply. Message frequency varies. Your mobile number is safe with us and won’t be shared with any third party. Would you like to proceed?”
Customer: “YES!”

Note: If the same toll-free number is used for multiple types of messages (e.g., order updates and promotions), all use cases must be clearly stated in the script.

This double opt-in approach ensures maximum compliance and audit-readiness.

2. Web Form Opt-In

Users can opt in by filling out a form on the business’s official website.

Required Elements:

• A checkbox explicitly confirming user consent (unchecked by default).
• A link to the Terms and Privacy Policy.
• Disclosures:
  
  • Message frequency
  • Message & data rates
  • STOP/HELP instructions
• Information on message frequency.
• If the form is behind a sign-in or registration screen, a screenshot must be submitted for reference.

Note: If you're using the number for multiple usecases (like Marketing, Updates, Reminders, etc.), mention all use cases on the web form clearly and have a check box separately for each use case.

3. Paper Form Opt-In

Consent can also be collected via physical forms.

Example Use Case: A patient visiting a medical clinic may complete a form authorizing the provider to send appointment reminders or updates via SMS.

The form must clearly indicate the user’s agreement to receive messages and outline any relevant terms.

4. Text / Keyword Opt-In

Users can subscribe by texting a specific keyword (e.g., JOIN, START) to a designated toll-free number.

Best Practices:

• Clearly define and promote the opt-in keyword.
• Ensure a proper acknowledgment message is sent upon receipt of the keyword.
• Maintain logs of opt-ins for compliance and auditing purposes.

Important Compliance Reminder

Plivo customers are fully responsible for ensuring that proper consent is obtained before sending messages. Non-compliance can result in carrier audits, message filtering, or traffic suspension.

For more guidance, refer to our Best Practices for A2P Messaging in the U.S.