We often see campaigns rejected for an insufficient Call to Action (CTA) section. This section should contain a clear and concise 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 must be clear, conspicuous, and can't be obscured within the Terms & Conditions and/or other agreement(s).
Even if the CTA mentions opt-in collected elsewhere, lead intake forms on the brand's website will be reviewed. If the phone number field is required, the disclaimer about the SMS opt-in must be included. Otherwise, the campaign will be REJECTED.
PLEASE review the examples provided below to ensure a clear understanding of the requirements.
1. How to get users to opt in via your website
This is the type of information that you will input in the Call to Action section of the Campaign Registration Form in the Ringover Dashboard.
Examples
Customers opt-in by visiting www.examplewebsite.com and adding their phone number. They then check a box agreeing to receive text messages from the example brand.
Conversations initiated by inbound text messages
By starting a text conversation with [BRAND NAME] by texting [SUPPORT NUMBER] you are agreeing to receive conversational messages from [BRAND NAME]. Msg & data rates may apply. Msg frequency varies. Unsubscribe at any time by replying STOP. Reply HELP for help. 🔗 Privacy Policy
If your contact page resembles the one in the screenshot below and has a required phone number field, you must include this following statement in CTA field on your campaign application on your dashboard.
“Verbal consent will be managed like this: When a client calls about setting up a meeting, we get all their info and ask for consent to send follow-up questions and case changes to their cell phone. Here's an example of how we'll collect verbal consent: By providing your phone number and agreeing to receive SMS-based notifications from [BRAND NAME], you are agreeing to receive messages from us.
Msg & data rates may apply. Msg frequency may vary. Reply STOP to unsubscribe at any time or HELP for support. Your phone number will not be shared with third parties for marketing purposes.
Website/Online opt-in:
If your contact page resembles the one in the screenshot below and has a required phone number field, you must include this following SMS disclosure to your page. "By submitting this form and signing up for texts, you consent to receive marketing text messages (e.g. promos, cart reminders) from [Company Name] at the number provided, including messages sent by autodialer. Consent is not a condition of purchase.
Msg & data rates may apply. Msg frequency varies. Unsubscribe at any time by replying STOP or clicking the unsubscribe link (where available). Reply HELP for help.
2. Best practices for sample messages:
Examples
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Hi [Customer Name], just a friendly reminder that we're looking forward to seeing you and [Dog's Name] for your training session with [BRAND NAME] on [Date] at [Time]. See you then! Reply "STOP" to Unsubscribe.
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Hi [Candidate Name], greetings from [BRAND NAME]! We saw your resume for the [Job Title] position and think you'd be a great fit. Are you interested in learning more? Reply "STOP" to Unsubscribe.
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Hi [Candidate Name], this is [Recruiter Name] from [BRAND NAME]. Thank you for your interest in the [Job Title] position at [Company Name]. We've received your application and are currently reviewing it. Reply "STOP" to Unsubscribe.
- Hi [Candidate Name], this is [Recruiter Name] from [BRAND NAME]! This is a friendly reminder of your Zoom interview scheduled today at 2PM PST. Please, let me know if you have any questions! Reply "STOP" to Unsubscribe.
Ensure that the selected use case is consistent with the sample messages.
- If you select charity as your use case but are sending appointment reminders, these would be rejected. You either need to update your sample messages or change your use case to better align with the content you are sending. Ensure that the content on the website, sample messages, and brand are all consistent.
- If the Brand name is ABC Physicians, your Campaign will be rejected if you had sample content sent out regarding sales for a clothing shop, or had a website for a marketing firm. A good example would be the brand ABC Physicians, sending appointment reminders, and a link to their practice's webpage.
3. Opt-in, Opt-out, and Help Messages and Keywords
All opt-in and opt-out and HELP keywords MUST be present in your Privacy Policy and Terms and Conditions AND be published on your website with clear and easy access for both the end user and the DCA approving your campaign. If this is NOT present, the Campaign will be REJECTED.
If your Campaign is rejected due to the lack of presence of these keywords in your Privacy Policy and Terms and Conditions, our TCR Specialist will advise your company to update your website to include these terms, to ensure the best possible chances of your Campaign being approved.
Opt-in keywords initiate a customer’s subscription to your SMS messages, such as START, etc.
The opt-in confirmation message must contain the brand name, instructions on how to request help, message frequency, "message and data rates may apply" disclosure, and instructions on how to opt-out. ALL opt-in messages must be listed in the Privacy Policy and Terms and Conditions.
Acceptable opt-out language must include at least one of the following words: OPT-IN, OPT-OUT, END, STOP, UNSUBSCRIBE, CANCEL. If you’re using an opt-out phrase, it must be separated by spaces (i.e., STOP2END is not acceptable; it should be STOP 2 END). Please make sure that at least one of your sample messages shows your opt-out. ALL opt-out messages must be listed in the Privacy Policy and Terms and Conditions.
Examples:
Opt-In Message Example: Thank you for opting in to receive recurring messages from [BRAND NAME]. Msg frequency varies. Msg & data rates may apply. Reply HELP for help. Reply STOP to cancel.
Opt-Out Message Example: You have successfully opted out of messages from [BRAND NAME]. You will receive no further messages.
The STOP/opt-out confirmation message must contain the brand name, confirmation of opt-out, and confirmation they will receive no further messages.
Help Message Example: Thank you for reaching out to [BRAND NAME]. Please call us at [SUPPORT NUMBER] or email [SUPPORT EMAIL] for support. Reply STOP to opt-out.
The HELP response must include the brand name and a toll-free number, email, or website where the consumer can reach out for help. ALL help messages must be listed in the Privacy Policy and Terms and Conditions.