SMS/Text Consent

SMS/Text Consent

In the U.S., explicit consent for SMS/Text communication is a legal requirement. To stay compliant while ensuring you reach your community, we use a simple, two-step “Double Opt-In” process.

Note: Until a recipient completes both steps, all messages will be delivered as automated voice calls by default. To help you gather consent, we’ve provided ready-to-use voice and email templates in the Template Library under the Policy Changes category.

How It Works

Option 1 | Request Consent via Automated Voice Call

Recipients will receive an automated call asking them to consent to SMS messaging.

  1. The Call: The recipient must press 1 during the call to express interest.
  2. The Confirmation: They will immediately receive a follow-up text. They must reply 1 to that text to finalize consent. If they decline or hang up, future messages will continue to arrive as voice calls. Those calls will always prompt them to press 1 to consent to receive texts.
  3. The Voicemail: If a voicemail  is left, the message will say “text START to this number XXX-XXXX” will be left. Texting START to the number will provide consent and any following messages will be sent via text.
Option 2 |Request Consent via Email

Send an email  inviting recipients to opt-in manually.

  1. The Email: Directs recipients texts START to your facility’s toll-free number.
  2. The Confirmation: They will receive a follow-up text and must reply 1 to finalize.
Partial Consent

Once recipients have texted START or pressed 1, they will receive a text confirming their consent. They must press 1 as directed to finalize their consent to receive texts. If they do not press 1, they will have given partial consent and continue receiving phone calls and not texts.

Check Consent Status in Resident Directory

To check whether a resident family contact has consented to receive SMS texts, simply navigate to:

  • ✔

    Main Menu ☰ > Directory > Integrated Contacts

  • ✔

    Search for the desired resident

  • ✔

    Under the SMS/Text Consent field you will see either

    • ✔🟢 Consented
    • ✔🔘 Partial Consent
    • ✔🔴 Refused
    • ✔No Record (they have not been asked for consent)

Best Practice

We recommend gaining consent for SMS Text BEFORE changing individual preference codes. Prepare your care community ahead of time via email or voice call. We’ve got you covered with a template with what they can expect and how to provide consent.

NOTE: This is for SMS communications only and does not replace the requirement for gathering consent during that admissions process, and is separate from consent to communicate for direct messages.

NOTE: Consent is linked to the recipient’s phone number, not their identity. If a recipient changes their phone number, they must complete the opt-in process again.

What’s Next?