Asking a customer for written consent to marketing texts

Every marketing text from your shop needs the customer's written consent on file. That covers blasts, campaigns, win-backs, service reminders and marketing playbook texts. A customer who only agreed out loud, at the counter or on the phone, can still get appointment texts, but not marketing texts.

You can ask for written consent with a one-time link.

Where a customer's written consent comes from

• The optional marketing box on your online booking page.
• A customer import where you confirmed you have their written consent.
• A consent link you text them, described below.

The SMS consent switch on a customer's record, and the "This customer asked us to text them" box in the composer, cover appointment and customer-care texts only.

Ask by text

1. Open the customer's page. The customer needs a phone number.
2. Find the Marketing texts card. It says whether written consent is on file.
3. Click Ask by text, then Send text.

The customer gets one text with a link. The link opens a page with your marketing-text terms, an unticked box to agree, and a No thanks choice. The link works for 14 days and only once. If they agree, the card shows Written consent on file since that date.

What the card tells you

After you ask, the card shows when the last request went out and where it stands: waiting for an answer (with the date the link stops working), confirmed, declined, or expired unanswered.

Limits

• You can ask once every 30 days. The card tells you when you can ask again.
• If the customer says no, or has opted out of texts, you can't ask again.
• Texts go out from your shop's own texting number, so that has to be set up first. See Texting from your own business number.

Owners, admins, managers, Front Desk and Service Writers can send a request by default. Others see the card but not the button.

Related

• Texting rules: consent, STOP and quiet hours
• Sending a bulk text or email with Bulk blast

Frequently asked questions

Q: A customer said yes in person. Can I send them marketing texts?

A: Not yet. Marketing texts need written consent. Click Ask by text on their Marketing texts card so they can confirm by link.

Q: How often can I ask a customer for consent?

A: Once every 30 days. If they say no, or they've opted out of texts, you can't ask again.

Q: Does asking for marketing consent affect appointment texts?

A: No. Appointment and customer-care texts keep working as before. The request is only about marketing texts.