SMS Consent and Opt-In

Overview

Doulado sends client notifications through the Email channel by default. But the SMS channel can be enabled for your clients optionally, so notifications can also be sent via text message.

Table of Contents

SMS Consent & Opt-In

To comply with regulations, it is required that you get explicit consent from clients before any automated SMS notifications or text messages can be sent.

Prerequisites

Before an opt-in request can be sent, the following criteria must be met:

  1. Plan Capability: The business must be on a plan that includes SMS Feature.
  2. Valid Number: The client must have a valid phone number saved to their profile.
  3. Region Support: Currently, only supported numbers with country code +1 (US & Canada).

The Opt-In Process

You can directly manage SMS consent by navigating to a Client Journey (Profile) or adding a new client.

  • Go to a Client Journey and click on the Overflow Menu.
  • Select Send SMS Opt-In from the choices.
  • This will send the SMS opt-in request message.

This option is hidden if the client has already approved or is pending.

The SMS badge reflects current status of the client consent.

SMS notifications are only sent to clients with Approved status

When adding a new client, you can send an opt-in consent on Page 2 of the New Client modal.

  • Choose Request opt-in now from the dropdown.

You can customize the first sentence or the default message shown of the opt-in request via the Client Settings found at the bottom part of the Client List.

Client Experience

  1. Receive: Your client receives a text message identifying your business and asking them to reply "YES" to receive updates (using the custom content defined in Business Preferences).
  2. Reply: Your client may reply to the text message with the following responses with its corresponding subsequent actions.
Client Reply System Status Outcome
YES (or Y) Active The client receives a confirmation that they have successfully subscribed
STOP (or NO or N) Declined The client receives a confirmation that notifications have stopped. The system blocks all future SMS attempts to this number
HELP Unchanged The client receives a a help reply

Once your client has opted in, you may now send them custom SMS messages.