Twilio is our preferred SMS provider for ClubReady Core and Connect messaging services. Twilio's Messaging Policy applies to SMS, MMS, Chat, and WhatsApp messaging channels. The key focus is on ensuring messages reach recipients unhindered by filtering or blockers. The policy emphasizes obtaining consent from recipients, compliance with laws and industry standards, and preventing unwanted messages. It covers various aspects, including consent (opt-in and opt-out), sender identification, messaging usage, filtering evasion, and enforcement.
You can find more information and helpful tips on messaging guidelines on Twilio's Messaging Policy site.
Consent / Opt-in:
- Consent must be obtained before sending the first message.
- Consent is specific to the sender and the agreed-upon use or campaign.
- Proof of opt-in consent should be retained.
- Exceptions include contact initiated by an individual or informational content based on a prior relationship.
Opt-out:
- Recipients must have the ability to revoke consent at any time.
- The initial message must include opt-out language, and subsequent messages are not allowed after opting out.
Usage Limitations:
- Content that is illegal, harmful, unwanted, inappropriate, or poses a threat to the public is prohibited.
- Prohibited content includes illegal substances (e.g., cannabis), prescription medication offers, hate speech, fraudulent messages, and malicious content.
- Compliance with country-specific rules and age restrictions is required for certain content.
Messaging Policy Violation Detection and Prevention Evasion:
- Customers must not use Twilio's platform to evade unwanted messaging detection and prevention mechanisms.
- Prohibited practices include content designed to evade detection and "snowshoeing" (spreading similar or identical messages across many numbers to evade detection).
Handling Violations:
- Twilio will work with customers in good faith to address violations.
- Suspension or removal of access to Twilio's platform may occur for serious violations, with limited notice in such cases.
Overall, the policy emphasizes responsible messaging practices, consent, and compliance with legal and industry standards to ensure a positive and secure messaging experience for all users.
Messaging Old/Cold Leads:
- If you do not send an initial message to that individual within a reasonable period after receiving consent (or as set forth by local regulations or best practices), you will need to reconfirm consent in the first message you send to that recipient.
Best Practices to avoid failed messages and follow messaging policies:
Identify Yourself. Every message you send must clearly identify you as the sender, except in follow-up messages of an ongoing conversation.
When creating templates, use the available shortcut [Company] to automatically include the name of your studio.
Opt-Out Language. The initial message you send to an individual must include the following language: "Reply STOP to unsubscribe" or an equivalent standard opt-out keyword.
Personalized Templates. Personalize your sms templates with the customer’s first (or in some cases, last) name.
How ClubReady helps you with our features to support you staying compliant:
Available Tags
Check SMS Communication Preferences In Connect
Best Practices: Sending Successful Promotional Messages
This information provided is for general informational purposes only and is not legal advice. We make no representation or warranty of any kind, express or implied, regarding the accuracy, validity, or completeness of any information provided. You are independently responsible for ensuring compliance with applicable laws, including, but not limited to, the Telephone Consumer Protection Act. You should consult your own attorney.