The TCPA requires you to ask customers to opt in to receive your texts before you send them. TCPA SMS compliance is mandatory if you text any consumers at all, in any way. Here’s how to ask for opt-ins and what they look like within conversations.

When you ask customers to sign up for promotional or informational texts from your business, customers can opt in by texting a keyword posted on your website or social media, checking a box online, or filling out a form. Below are examples of what each of those opt-in situations might look like.

Note: In this post, we’re focusing on opt-in examples for promotional and informational texts. But there are different types of opt-in required for different types of text messages. You can learn more about guidelines for the different types of SMS opt-in here and in our guide.

Keyword opt-ins

Keyword information posted on your website or social media might look like this:

Text FALL (999) 999-9999 for a first look at our fall coffee product drop! 

Customers will text your specified keyword to the number you list. That keyword is the opt-in. A full opt-in conversation might look like this:

Check-box opt-ins

Asking customers to check a box to opt in might involve language like this:

☑️ I would like to receive Blue Cups Coffee order updates via SMS 

Your business texting platform should be connected to the checkbox system, automatically recording that customer’s opt-in and number. Again, you might decide to send a confirmation text:

You have opted into Blue Cups Coffee order updates. Reply with any questions. Text END to unsubscribe. 

SMS opt-in best practices

SMS opt-ins don’t have to be difficult for you or your customers. These SMS opt-in best practices streamline the opt-in process for customers while ensuring you’re adhering to the TCPA:

Write clear and brief opt-in instructions. 

For example, create simple SMS opt in keywords, like START. Your opt-in keywords can also reflect the type of message you’re sending. For example, if customers sign up for a collaboration update, you might have them text COLLAB.

Want faster customer service? Text SERVICE to (999) 999 – 9999 to opt into our business text messaging services. Our average response time is 7 minutes.

Keep a record of customer opt-ins. 

Your business text messaging platform should take care of this for you. It’s critical that you have a record of customers opting in so you know you’re allowed to text them. You may also use them for auditing purposes.

Confirm consent with a double opt-in

While it’s required to get contacts’ opt-in before messaging them, it’s also recommended that businesses get double opt-in. A double opt-in asks customers to confirm they want to receive texts, helping you ensure compliance. Your legal team can help you determine whether you need to reply with a double opt-in. Here’s an example of a double opt-in:

Hi! You’ve opted into Seven Shoes’ SMS services. Please reply with CONFIRM to confirm. Text STOP to unsubscribe.

Some business text messaging platforms allow you to set up double opt-in with a few clicks, making it easy to verify your customers’ consent in receiving texts and track your opted-in contacts. When you enable this feature in Heymarket, your contacts need to respond with a configured confirmation keyword (e.g., “YES”) to be fully opted into messaging. Your team will not be able to message with them until this process is complete.

Here are a few examples of a double opt-in:

Reply YES to confirm your subscription to Tarry Town Bank’s weekly loan offer updates.

Text OK to confirm your subscription to LemonTowel’s spring catalog updates. Msg & data rates may apply.

Healthcare Provider: Text Y to confirm that you’d like to receive appointment reminders from Third Level Health.

SMS opt-out text message examples

Opt-outs are customers’ requests to be removed from your SMS services. The TCPA requires your business to respect opt-outs and immediately stop texting customers who request them. Customers must be able to opt out of your SMS services at any time they please—and the process must be easy for them.

At the end of the first text illustrated below, you may notice the statement “Text STOP to unsubscribe.” Those are opt-out instructions. Under the TCPA, businesses need to honor standard opt-out keywords like STOP, QUIT, and ENDALL.

Here is an opt-out text message example:

After receiving the keyword STOP, Fun Cream would not message this customer any more.

Your business may also send a confirmation after receiving an opt-out request. Here is an opt out SMS example with a confirmation:

Opt-out best practices

The opt-out process will be the same for customers. Here are three best practices for opt-outs:

Make opt-outs easy.

Your customers should be able to opt out at any time. Allow them to text a simple keyword like STOP, QUIT, or END to opt out. Ensure opt-out instructions are clear and easy to follow, like in these two opt out SMS examples:

Tina, you have an appointment on 5/6 at 9:30am with Outback Bay Medical. Reply STOP to unsubscribe from appointment reminders.

Keith, our new line drops this Friday! Text OUTFIT to get a link to an early lookbook. Text END to unsubscribe.

Add opt-out language to outbound texts.

Include opt-out instructions in outgoing customer texts so they know it’s an option. Always include opt-out instructions at the start of every messaging conversation. If you’re sending promotional texts, include opt-out instructions in every text you send.

Hello, this is Happy Paws Bay Area! Don’t forget that Mr. Big is due for a teeth cleaning on 5/7. Text END to stop receiving texts. 

Automate opt-outs 

Your customers should immediately stop receiving texts when they opt out. Ensure your business text messaging platform can recognize standard opt-out keywords and automatically remove those customers from your SMS lists. Opt-outs include words like: STOP, END, CANCEL, UNSUBSCRIBE, and QUIT. Automating the process makes opt-outs easier to manage. Your platform should opt out customers if they text any of these keywords: