Customer initiated text opt-in
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Danielle Delano
I’d like the ability for customers to opt in to texting by initiating the conversation themselves, even if we have never sent them an opt-in text from the system before.
Use case
When we send email blasts or other non-SMS campaigns, we often promote our texting line (for example: “Text us at ###-###-#### for offers or questions”).
If a customer texts “START” or “YES” (or another designated keyword) to that number, the system should:
Automatically recognize this as a valid, compliant opt-in trigger.
Create or update that customer’s profile with SMS consent set to “opted in,” timestamped and logged for audit/compliance purposes.
Shelby Parker
Thanks for posting this, Danielle Delano — really helpful context, and I totally get the use case around promoting your texting line in non-SMS campaigns. I’m sharing this with the team so we can review what it would take to support customer-initiated opt-ins (e.g., “START/YES”) with the right consent status, timestamping, and audit logging for compliance. If we need any additional details on your keyword flow or how you’re advertising the number, I’ll follow up.