Toll Free Opt-In Types and Supporting Documents

Opt-In Type

Opt-in refers to the process of getting end-user permission to send them text messages. According to TCPA law, businesses must have "express written consent" from the end-user before texting them.

The Opt In Type and Opt In Image provided should outline the details of how an end-user provides consent when they provide their phone number to receive texts from the end business that is going to engage with them. The sample submitted in the Opt In Image / doc should match the OptIn Type selection. The document  submitted in the OptIn Image needs to demonstrate the OptIn Type chosen.

The opt-in provided must be appropriate for the Use Case Category submitted. For example, a marketing campaign must collect express consent where the end-user handset positively affirms their enrollment in the campaign.

OptInType	Examples:
VERBAL	Twilio IVR: "As part of our service we can send you automated monthly text alerts regarding Twilio account payment activity. We will send two messages per month. Message and data rates may apply, depending on your mobile phone service plan. At any time you can get more help by replying HELP to these texts, or you can opt out completely by replying STOP. Mobile Terms of Service are available at http://twil.io/terms and our Privacy Statement can be found at https://twil.io/privacy. Please reply with 'yes' or 'no' to indicate if you would like this service". Twilio Customer: "Yes please" Twilio IVR: "Great! We will send you a text message to confirm your enrollment here shortly." NOTE: If you choose VERBAL, you must provide the sample verbal consent collection in the OptInImageURLs document
WEB_FORM	An embedded form on the end-business’s website that prompts end-users to enter their mobile handset phone number and opt into the texting campaign.   Build your own SMS Opt-In template here NOTE: If you choose WEB_FORM, you must provide the link to it in the OptInImageURLs parameter
PAPER_FORM	An in-store visitor completes a physical form that collects their phone number and their consent to subscribe to your texting campaign. NOTE: If you choose PAPER_FORM, you must provide the form in the OptInImageURLs document
VIA_TEXT	A Keyword campaign example:   NOTE: If you choose VIA_TEXT, you must provide the keyword campaign info in the OptInImageURLs document
MOBILE_QR_CODE	A QR code that links to an online form that prompts end-users to enter their mobile handset phone number and opt into the texting campaign. QR code can direct the mobile handset to their messaging application with a templated opt-in message, or can lead to a web-form as outlined above. NOTE: If you choose MOBILE_QR_CODE, you must provide the QR Code in the OptInImageURLs document.

Opt-in Image / Document

Consent is one of the cornerstones of A2P messaging. Opt-In workflow description should briefly describe how the handset gives consent to the business to receive messaging. In as much detail, provide how a consumer/subscriber opts into this submission and should be where the customer’s phone number was entered by the customer agreeing to receive the SMS.. The opt-in submitted should be what the mobile user sees when providing their phone number: online/app (screenshot/webpage), see in store (keyword, signage), or hears (IVR script/verbiage). The screenshot of the opt-in should clearly display the end-user’s website, an image of where opt-in is collected or an image of relevant opt-in practice, a document with the QR code, etc. It should demonstrate the Opt-In Type selected.

The more detail about the opt in process, the better. The information provided for review should be clear to the Verification Ops team what specifically the customer does to opt in/sign up to receive SMS from the end-user business.

• VERBAL, must include the sample verbal consent collection and examples in a document.
• WEB_FORM, provide the link to the direct opt-in page or you can include a screenshot of the website opt-in page. Note that only the phone number opt in page should be included. An opt-in for an email address is not acceptable for SMS toll-free verification opt in.
• PAPER_FORM, provide the form. Can be a scanned copy.
• VIA_TEXT, must describe the keyword campaign in a document. What is the keyword? Where does the consumer/subscriber find the keyword? Screenshots/pictures/urls are best.
• MOBILE_QR_CODE, include a document with the QR Code.

EXAMPLES

✔ Approved Example: http://www.johnscoffeeshop.com/signupforsms

This is a direct URL to the opt-in sign up page.

✔ Approved Example:http://www.johnscoffeeshop.com/image123.png

This is a publicly accessible link to a hosted image of the opt-in or Screenshot of the SMS opt in page.

✔ Approved Example:http://www.johnscoffeeshop.com/document123.docx

This is a publicly accessible link to a hosted document of the opt-in process.

✔ Approved Example:"Keyword: Coffee. The keyword is found on a sign at the register of John’s Coffee Shop where customers can see the keyword and text in to the Toll-Free Number. Once the customer texts the keyword, they are provided a double opt in where they are asked to Reply Y to confirm they would like to receive promotional SMS"

This includes a good amount of detail about the opt-in process. It addresses what the keyword is, where the customer finds the keyword and what happens after the end-user/mobile handset texts the keyword to the Toll-Free number.

✘ Rejected Example:http://www.johnscoffeeshop.com

URLs that don’t direct to the exact sign-up, URLs that are behind a login/password screen or URLs that don’t resolve.

✘ Rejected Examples: a document that outlines a point of sale situation, but it vague on details, like: "Customer receives a text of a point of sale receipt"

It doesn't demonstrate the process. Where does the customer give the consent? Provide a screenshot/picture/doc from the POS and language the customer is agreeing to.