SMS Opt-In Best Practices Guide

This setup is required to use SMS based alerts and notifications in Korbyt. Additional articles for how this can be used can be found here:
- https://korbyt.featurebase.app/en/help/articles/7242953-managing-urgent-alerts
- https://korbyt.featurebase.app/en/help/articles/0396369-settings-in-the-content-management-system-cms

1. Why Opt-In Compliance Matters

• Carriers and AWS require explicit end-user consent before SMS can be sent.

• Applications are reviewed by third-party compliance reviewers. If the opt-in process is unclear, incomplete, or non-compliant, your registration may be denied or delayed.

• Following the guidelines below ensures faster approval, fewer spam complaints, and long-term deliverability.

2. Core Opt-In Requirements

At the point of opt-in (web form, app, printed form, or verbal script), you must display the following:

1. Program / Brand Name
   Clearly identify who is sending the SMS (your company name or program name).

2. Message Frequency Disclosure
   Examples:

   • “Message frequency varies” (for OTP/alerts)

   • “Up to 4 msgs/month” (for campaigns)

3. Support Contact Information
   Example: “Text HELP for help, call 1-800-123-4567, or email support@yourbrand.com.”

4. Opt-Out Instructions
   Example: “Text STOP to opt-out at any time.”

5. Rates Disclosure
   Must use exact wording: “Message and data rates may apply.”

6. Terms & Conditions Link
   Publicly accessible link to SMS-specific Terms.

7. Privacy Policy Link
   Publicly accessible link with clear statement that SMS opt-in data is not shared with third parties.

3. Recommended Opt-In Methods

Web / App Form (Preferred)

• Capture the phone number in a required field.

• Display all required disclosures at the point of entry.

• Include a required checkbox confirming explicit consent.

Example Consent Text:

“I consent to receive SMS messages from {Brand Name}. Message frequency varies. Message and data rates may apply. Reply STOP to cancel, HELP for help. For support, call 1-800-123-4567 or email support@brand.com. See our Terms & Conditions and Privacy Policy.”

Verbal Opt-In (Call Center / In-Person)

• Read the entire disclosure script, including STOP/HELP and rates language.

• Provide Terms & Privacy Policy URLs verbally.

• Record timestamp + script acknowledgment for audit purposes.

Printed Form / Event Sign-Up

• Printed disclosure must include all the required elements above.

• Retain copies for proof of consent.

4. Double Opt-In (Best Practice)

Some carriers (esp. for marketing or abandoned cart use cases) require a double opt-in. This reduces complaints and increases approval chances.

Example Flow:

1. User submits number via form.

2. Automated SMS:

   “{Brand Name}: Reply YES to confirm your subscription. Msg&data rates may apply. STOP to cancel, HELP for help.”

3. Only activate subscription after they reply YES.

5. Recordkeeping & Evidence

For compliance and audit readiness, maintain:

• Phone number and timestamp of consent.

• Method of opt-in (web form, event, verbal script).

• Screenshot or copy of the disclosure text shown.

• Logs of double opt-in replies (if used).

You will need to submit screenshots and/or links of your opt-in form or flow during AWS number registration.

6. HELP & STOP Keyword Requirements

• STOP: Must immediately unsubscribe the user and confirm via SMS.

  “You are unsubscribed from {Brand Name}. No more messages will be sent. Reply HELP for help.”

• HELP: Must respond with program name + support contact details.

  “{Brand Name}: For help, call 1-800-123-4567 or email support@brand.com. Msg&data rates may apply.”

Carriers test this during review, so it must be live and working.

7. Common Reasons for Rejection

• Missing or vague program/brand name.

• No Terms & Conditions or Privacy Policy links.

• Opt-in form not publicly accessible (reviewers cannot see it).

• Failure to disclose STOP/HELP instructions.

• Privacy Policy allowing third-party data sharing.

8. Example Setup with Google Forms (Quick Start)

• Create a new Google (or Microsoft!) Form

• Question 1: Mobile Number (required).

• Question 2: Consent Checkbox (required). Text:

  “I consent to receive SMS messages from {Brand Name}. Message frequency varies. Message and data rates may apply. Reply STOP to cancel, HELP for help. For support, call 1-800-123-4567 or email support@brand.com.”

• Add links to Terms & Privacy in the description.

• Export responses for proof of consent.

• Take a screenshot and provide the public form link for registration.

Summary

To ensure your AWS number registration is approved quickly:

• Always include required disclosures (Brand, Frequency, STOP/HELP, Rates, Terms, Privacy).

• Use clear and accessible opt-in methods (preferably web forms).

• Strongly consider double opt-in to reduce risk.

• Store proof of consent for audits and submit as evidence during registration.

• Test HELP/STOP functionality before going live.

Following these best practices will help you pass carrier review the first time and maintain a trusted, compliant SMS program.