What is compliance?

In this context, compliance is the act of adhering to the rules and regulations that govern the mobile messaging communication industry.

What service does ConnectionsGT provide?

Our platform uses your data to help create outbound mobile messaging communication.

What does it take to get vetted to use the ConnectionsGT platform?

The vetting process begins with registration of your company. Once ConnectionsGT receives a company’s legal name, address, and EIN number, the verification process begins.

For those companies planning to send out higher volumes of texts, ConnectionsGT incorporates an additional step of vetting through a third-party partner.

Approval from a vetting affiliate can increase the vetting score, which is used by network providers to determine a company’s allotted number of texts per minute (TPM).

For example, with a vetting score less than 49, AT&T will allow 240 TPM. In contrast, a vetting score over 75 allows for 4,500 TPM.

Once a company has been verified, campaign registration begins. A campaign details the types of texts a company will send, along with an explanation of the company’s compliance policies and calls to action as well as Opt-in, Opt-out, Help, and embedded links or phone numbers.

Submitted campaigns must then be approved by multiple agencies and services providers.

How long does the process take?

Typically, the vetting process takes approximately 2-6 days business days. The process can take longer if there is conflict during the verification of data.

What content do service providers generally disallow?

What are the different styles of texting?

The two styles of texting are Promotional Texting and Transactional Texting.

What is Promotional Texting?

Promotional Texting includes the following:

Do I need Express Written Consent for Transactional SMS?

You are only required by law to have consent for transactional texting. The user must be aware that you plan on using their number for texting. Consent can be verbal or simply by providing their number.

However, The Campaign Registry (TCR) does require an opt-in process for all registered campaigns. CGT recommends that every business has an opt-in process in place and/or sends a text confirming the consumer’s agreement to text with the business or organization.

The interpretation of explicitly requested can be a gray area.

Why should I obtain Express Written Consent?

Since laws and regulations pertaining to Application to Person (A2P) messaging vary by message type, it’s always a good idea to obtain written consent for all numbers prior to texting.

NOTE: Even though only Transactional Texting requires the user to provide their number, it is strongly encouraged to obtain Express Written Consent for both Promotional and Transactional Texting.

How can I obtain Express Written Consent?

You can obtain Express Written Consent in several ways:

1. A recorded phone conversation

A recorded phone conversation is considered Express Written Consent provided the customer is aware the call is being recorded and they give expressed permission to receive texts.

2. Paper Contract or Agreement

Contracts, agreements, or forms that include the customer’s name and phone number as well as an Opt-in disclaimer.

3. Electronic Document

An Electronic Document may be a simple SMS opt-in form or something more complex like a digital file, electronically signed by the recipient, which may be part of an agreement or contract.

4. Online Form

An online form should collect the recipient’s name, number, and consent. A disclaimer containing the required information or a direct link to Terms and Policy Agreements should be provided.

What information should an Opt-in disclaimer include?

An Opt-in disclaimer should clearly state a company’s business name, Opt-out and Help procedures, the type of texts to be sent, such as marketing or special offers, and the frequency of the texts (you may put message frequency may vary in lieu of an exact frequency amount.)

What is a Single Opt-in Process?

SMS texts without a follow up confirmation. Single Opt-ins may include someone signing up for a contest, providing an email for a newsletter sign-up to receive a free document or other digital item, or signing up for a free course to be delivered via email.

What is a Double Opt-in?

A Double Opt-in is a follow up message sent to a subscriber once they’ve provided their contact information. The follow up is intended to confirm the consent and the contact information the subscriber provided. A double-opt in text should provide a means to confirm the consent, must state the business’s name and intent for texting, must provide instructions for opting-out and should include instructions for help.

Sample: Thank you for your interest in Sunnyside Resorts. Please reply CONFIRM if you wish to be notified of upcoming promotions and events occurring at our resort. Reply STOP to opt-out of these notifications. Text HELP if assistance is required.

Why would I use a Double Opt-in?

The double opt-in process may reduce the number of bot-entries, mistyped phone numbers, and false information provided by a person.

Do I have to use a Double Opt-in process?

No, using a Double Opt-in process is not required, although this process is a good practice for SMS marketing.

What are the benefits of using a Double Opt-in?

A Double Opt-in provides a cleaner SMS texting list and a second level of confirmation from a consumer.

How do I clearly let a consumer know who I am and what to expect?

Consumers must have the option to opt-out of receiving texts. It is a good practice to include additional language at the end of any SMS message sent to a customer which includes directions on how to opt-out. This text could be something along the lines of “Text STOP to opt-out of receiving texts.”

The ConnectionsGT platform will place a block on all texts that reply stop. If the word stop is within a group of words, the platform will ignore it.

Can I manually block a user from receiving texts from the CGT platform?

Yes, an agent may manually block a number from receiving texts via the CGT User Interface.

How do I let customers know how to reach out for assistance?

You can use a simple “Text HELP for assistance” message along with the opt-out language at the end of any SMS message you send.

Why would I want to include the HELP language?

For one, it’s a good practice to make sure your customers know how to reach your company if they need to.

Additionally, some service providers are requiring marketing texts to include some form of “Text Help for Assistance.”

How would this work in practice?

If a reply of HELP is received, the customer should receive a reply revealing the company name and contact number or email.

What hours may I send SMS messages to a consumer?

Texting consumers is limited to the hours of 8:00 AM through 9:00 PM*
*Some states have placed an 8:00 PM deadline on promotional texts

But what if my customers are in a different time zone than I am?

You cannot text them outside of their local 8:00 AM to 9:00 PM hours. It is a business’s responsibility to be aware of a consumer’s time zone.

Where can I find additional compliance resources?