Requested Update to Initial Customer Text Messaging – Opt-Out vs. Opt-In
complete
W
Wayne M Barr
I wanted to reach out regarding the messaging functionality for new customer communications.
Currently, our process requires customers to actively opt in before we can send an initial text. We'd like to request a change to this functionality so that the initial outbound text to a new customer includes a clear opt-out option, rather than requiring an opt-in before that first message can be sent.
I'm aware that several other CRM platforms already offer this as a configurable option, so I wanted to check whether this is something that could be made available in our system as well.
Our goal is to streamline the initial contact with customers while still giving them a straightforward way to opt out if they prefer not to receive text communications. Please let us know:
Whether this configuration is possible within the current system.
Any compliance considerations we should be aware of (e.g., TCPA requirements) in making this change.
The timeline and any costs associated with implementing it.
I'm happy to hop on a call if it would help to walk through the specifics. Thank you for your help with this.
Best regards,
Wayne Barr
Sales Manager
Anderson Subaru
850-291-2715
A
Alex Weidenbenner
updated the status to
complete
Wayne M Barr This is something that is technically possible today for dealers that use a telephone provider other than Bandwidth or Twilio. Those two providers require explicit consent (a mandatory opt in message) as opposed to implied consent with the opt out message added to the end of your first message.
If you have a provider other than the two above, you can work with your pod/ account manager to enable implied consent at your dealership but it is a bit of a process for legal reasons.
Shelby Parker
Thanks for reaching out, Wayne M Barr — really appreciate the detailed context here. Totally hear you on wanting to streamline that first touch while still giving customers a clear opt-out. I’m looping this into our team’s review so we can confirm what’s possible in the current setup and what compliance considerations (e.g., TCPA) might apply. If you can share a bit more about your exact workflow (when the first text is triggered and what consent you’re capturing today), that’ll help us evaluate the best path forward. We’ll follow up if we need anything else as we dig in.