Compliance Opt Out Text

Overview

Effective August 1, 2024, to comply with Twilio messaging and carrier policies regarding consent and providing all contacts the knowledge and ability to opt out of messages at any time, Cadence will include and send opt out language with the first message that is sent to a contact. 

The first message to a contact within a team (regardless if it is the first one ever or if they've been texted before) will automatically include opt out language after your message. 

NOTE: The opt out language will only be sent to contacts via Compose. It will not send the opt out language for conversations taking place within the conversation view.

This opt out text message is team specific and will be sent based on the following:

• Personal Inboxes: The first user to send a message to a mobile number from a personal inbox.
  • Once the first message from a personal inbox is sent to the contact, no other messages to that contact from personal inboxes in that team will include the opt out language.
• Shared Inboxes: The first shared inbox in each team to message a mobile number.
  • If your team has multiple shared inboxes, only the first message to a contact from the first shared inbox to send them a message will include the opt out language.

Cadence will only send the message once (in each scenario above) and will be displayed within the conversation view for your records.

FAQs

• Does the message only happen once or is it going to be on a schedule (ie: annually, quarterly, etc...) ?
  • Currently, Cadence will only ever send the message once. We don't have any plans to change that to a recurring basis, but Twilio/carriers could force us to change that frequency down the line.
• Is the opt out language based on mobile number or contactID?
  • The message is based on mobile number.
• If someone updates their mobile in Cadence, will it send the opt-out language?
  •  A change in mobile number will result in the contact receiving another opt out notice.
• If a contact has engaged in texting before August 1st, does Cadence still send the message? Or is it only for new contacts going forward.
  • All contacts starting August 1st, 2024 will receive the opt out language regardless of when they were last contacted or added to Cadence. 
  • Any new contacts added after August 1st, 2024, will automatically get this text with their first text.
• Will contacts get the opt out language appended to the first text sent to them from ANY number that we have? Or if they get a text from one number and then later another message from another number, will both of those first messages to them from the separate numbers have the opt out language?
  • Messages are sent based on the type of inbox sending the message. 
    • Personal Inboxes: The first staff member to send a message to a mobile number from a personal inbox. Once the first message from a personal inbox is sent to the contact, no other messages to the contact from other personal inboxes in that team will include the opt out language.
    • Shared Inboxes: The first shared inbox in each team to message a mobile number.
      • If your team has multiple shared inboxes, only the first message to a contact from the first shared inbox to send them a message will include the opt out language.
• If a student stops out, are they stopping out from messages from that number only, or all messages from any of our numbers?
  • Opt out rules do not change with this feature. More information around opt outs and collecting consent
• Does it matter if the first text a contact receives from a number is from a mass message or a 1:1 communication? 
  • The opt out language will only be appended to messages sent through "Compose".  
  • Messages sent via the conversation view will not automatically include the opt out language. The next time that contact is included in a message sent from compose (if they have not already received an opt out message), they will receive the message. 
• Is this happening out of shared inboxes and personal inboxes?
  • Yes. Personal inboxes and Shared inboxes
• Will the opt out language be included in the message preview?
  • No
• Does the opt out language count against our character limit?
  • No
• Is it safe to never need to include opt out language in our text messages because Cadence does it this first time?
  • No. You should still reconfirm consent periodically. Carriers want to ensure that their customers have provided consent and are aware of how to opt out from text messages. This is to help comply with those carrier rules by making sure the contact knows and understands how to opt out of messages. It's particularly important for those contacts who are receiving messages from you for the first time.