Obtaining Consent

Hold your horses! You need permission before texting your recipients!

Get opt-in before you send

You must receive explicit written consent before sending SMS messages. That consent must be documented and saved, otherwise you risk fines of $500-$1500 per message. Written consent can be obtained by asking a recipient to submit their information via a paper or online form, click a checkbox on a website, or text a short keyword to your campaign phone number.

Be aware that your opt-in consent process will be reviewed during 10DLC registration. If a phone number is collected anywhere on your website you must include opt-in language and a checkbox, even if opt-in is formally obtained elsewhere. 

What about opting out?

If someone hasn’t responded to your request, consider that an opt-out.
If someone who initially opted-in wants to opt-out, they can do so by texting in the words Stop, Quit, Unsubscribe, Opt-Out, or Cancel.

They’ll receive an automated message from our messaging partner which confirms that they've opted out, while giving them the option of opting back in by texting in the words START, YES or UNSTOP.

This automated message is not visible inside of Salesforce but the "STOP" or "START" message will be. Even if a user attempts to send a new message to that person from the number they’ve opted out of, the message will not be delivered and the SMS record will error. Therefore, it’s a good idea to track any opt-outs in Salesforce.

Tracking Opt-In & Opt-Out

There are two ways to track Opt-In & Opt-Out with Mogli.  

Global Opt-Outs can be tracked using the Mogli Opt Out checkbox. If the Mogli Opt Out checkbox is checked, Salesforce users will not be able to send outbound SMS to that person. The Mogli Opt Out checkbox can be manually checked, or you can build our 10-minute Flow that checks and un-checks the Mogli Opt Out checkbox automatically when someone opts in and out using specific keywords.

Subscription Opt-Outs can be tracked by gateway (or sending phone number). This feature becomes available in Mogli SMS 5.49.14 and allows opt-in at the gateway level. It also allows for unique opt-out & opt-in keywords by gateway.

ADMIN TIPS: 

• To ensure compliance, run a mass upsert using Data Import Wizard or Data Loader that checks the Mogli Opt-Out checkbox. This way, users will be unable to text your recipients until they’ve opted in.
• You can also spend about 10 minutes creating a Flow which will automatically uncheck the Mogli Opt-Out checkbox when someone texts in the word START, SUBSCRIBE, OPT IN, or any other keywords you choose. Visit our AUTOMATIONS section for step-by-step instructions on how to build the Mogli Opt-Out/In automation.
• Users can also manually check the Mogli Opt-Out checkbox when a recipient chooses to opt out.
• When the Mogli Opt-Out checkbox is checked, users will be unable to send messages and a yellow banner will appear at the top of Conversation View. Historic messages can still be viewed.

More on Obtaining Consent

Text messages are enforced by the TCPA (Telephone Consumer Protection Act). Please consult the latest in TCPA Compliance (provided by FDIC.gov).
Text messages sent to those who have not provided consent may result in a $500-$1,500 fine per violation! Check out our blog on US-based consent!

Here’s a quick overview of what you need to do to comply:

• Obtain express written consent from customers before sending SMS messages.
• Provide clear and conspicuous opt-out instructions.
• Respect time restrictions for sending messages.
• Maintain accurate and up-to-date opt-in and opt-out records.

Additional Resources from Our Blog:

Ins and Outs of Text Messaging Opt-In and Opt-Out Laws in the US
All About Canada’s CASL: Text Messaging Laws and Regulations
What You Need to know about EU Text Messaging Laws