SMS requirements

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An overview of SMS requirements

Introduction

ActiveCampaign provides an SMS feature that enhances communication with customers. However, to utilize this feature effectively and compliantly, it is crucial to understand the SMS requirements established by the platform. These requirements ensure that users have a positive experience and that businesses adhere to legal and industry standards when communicating via SMS.

By understanding these requirements, businesses can foster better customer relationships, ensure compliance, and optimize their use of SMS marketing.

How to access this feature

To access the SMS feature, you must first purchase the SMS add-on. This add-on is available for accounts on the Plus, Professional, or Enterprise plans of ActiveCampaign. Once you have the add-on, you can start configuring SMS settings and sending messages to contacts.

Step-by-step instructions

1. **Purchase the SMS add-on**:

  - Ensure that your current plan supports the SMS feature and follow the steps to purchase the add-on if necessary.

2. **Obtain explicit consent from contacts**:

  - Implement a method to gather explicit consent from your contacts before sending SMS messages. 

3. **Create an opt-in form**:

  - Utilize the **default phone form field** to collect the contact’s mobile phone number and ensure that the form includes a prompt for them to consent to receive specific SMS communications.

4. **Configure SMS settings**:

  - Once consent has been obtained, navigate to your account’s **Settings** and find the relevant SMS settings. Ensure you have filled out all necessary information, including a Sender Name.

Configuration options and settings

When setting up SMS for your ActiveCampaign account, ensure that you configure the following options appropriately:

• Sender Name: This is essential to identify your organization or brand and will be appended to all SMS messages.
• STOP clause: All SMS messages must include a way for contacts to unsubscribe. ActiveCampaign automatically adds this clause if it is missing.
• Ensure that links do not use free or public link shorteners, as these are prohibited.

Best practices and tips

To maximize the effectiveness of your SMS campaigns and ensure compliance, consider the following best practices:

• **Clearly state the program name**: Provide a brief description of the types of messages contacts will receive.
• **Identify the sender**: Make sure that your organization or individual is clearly identified to recipients.
• **Disclose fees**: Inform contacts that "Message and data rates may apply."
• **Specify message frequency**: Indicate how often contacts can expect to receive messages.
• **Provide customer care instructions**: Include information on how to get help or support, such as "Text HELP for help."
• **Offer opt-out instructions**: Clearly indicate how contacts can unsubscribe, such as "Text STOP to cancel."
• **Link to your Privacy Policy**: Describe how opt-in information will be used in your privacy policy.
• **Link to Terms and Conditions**: Make sure to outline the terms of service related to your SMS messaging program.
• **Use a check box for consent**: If you’re collecting numbers via a web portal, ensure that the opt-in box is not preselected.

Common use cases with examples

Effective use cases for SMS include:

1. **Promotional updates**: Sending promotional offers to customers who have opted in for marketing messages. 2. **Service notifications**: Alerting customers about service updates or important notifications. 3. **Event reminders**: Sending quick reminders for upcoming events or meetings, ensuring that recipients are well-informed. 4. **Two-way communications**: Engaging in conversations where customers initiate contact, leading to a more personalized experience.

Troubleshooting section

If you encounter issues with SMS messaging in ActiveCampaign, consider the following troubleshooting steps:

• Check for valid consent: Ensure that all recipients have explicitly opted in for SMS communications.
• Verify Sender Name settings: Make sure your Sender Name is configured correctly in the **Addresses** section of your account settings.
• Review message content: Ensure that your messages comply with SMS requirements (e.g., including opt-out information).
• Monitor delivery reports: Use any reporting features to track delivery issues or errors.

Related features section

For additional SMS functionalities, you may want to explore the following related features:

• Automation: Streamline your SMS campaigns by integrating them with automated workflows.
• Contact Lists: Organize your contacts effectively to target the right segments for SMS campaigns.
• Forms: Create effective opt-in forms to capture consent efficiently.

FAQ section

Q1: What do I need to do before sending SMS messages? A1: You must obtain explicit consent from contacts to send SMS messages and configure your settings properly.

Q2: Can I use free link shorteners with SMS? A2: No, free or public link shorteners are prohibited in SMS communications.

Q3: How can I ensure my contacts have opted in correctly? A3: Use a dedicated opt-in form that allows contacts to confirm their consent for specific SMS campaign types.

Q4: What happens if a contact does not respond to an SMS campaign? A4: If you don’t send an SMS within a reasonable time frame after obtaining consent, you may need to obtain consent again.

Q5: How do I unsubscribe contacts from SMS messages? A5: Include clear instructions in all messages on how to opt-out, typically "Text STOP to cancel."

Q6: Can I send promotional messages to all my contacts? A6: No, you must have explicit consent from each contact for the specific types of messages you wish to send.

Q7: What are the consequences of not complying with SMS regulations? A7: Non-compliance can lead to penalties, damage to your brand reputation, and the potential for your SMS campaigns to be blocked.

By adhering to these SMS requirements, ActiveCampaign users can effectively utilize SMS marketing while maintaining best practices and compliance. ```