A2P Compliance-Collecting Opt In

Overview

This article is to help make sure that your institution is following the rules and regulations around A2P Compliance and text messaging. Below you will find important information around collecting consent and what carriers are requiring at the current moment. Please keep in mind that these rules and regulations are evolving as they identify how to keep the text messaging ecosystem free from fraudulent activity and unwanted messaging practices.

Collecting Consent/Opt In

A key requirement by mobile carriers to help keep messaging free from fraudulent activity and part of a trusted network is that anyone texting through A2P (Application to Person) must collect consent for the people they plan to text. 

This means that you must collect whether or not the individual wants to receive text messages from your institution. You must make it clear to an individual they are agreeing to receive the types of text messages you're going to send and you need to keep a record of the consent, such as a copy of the document or form that the message recipient signed, or a timestamp of when the individual completed a sign-up flow.

For ex: Mongoose State sends text messages with information about.... application process, application status, alumni giving day, donor events, student activities, financial aid etc...

Note: Consent can't be bought, sold, or exchanged. For example, you can't obtain the consent of message recipients by purchasing a phone list from another party.

How to Collect Consent

Consent can be collected in a variety of ways, however, the most reliable and trusted way is through a form, portal, or wherever information is collect as it provides a record or "paper trail" should the question of that individuals opt in gets questioned. 

As a best practice, anywhere you ask an individual to provide you their mobile number; whether this is a student portal, application, form, alumni contact information updates etc.. you are including a clear call to action for that individual to opt in or opt out of receiving text messages. Below you will find the opt in requirements that are in place by Twilio and the carriers.

Within Mongoose, we also help keep track of opt out status and ensure that contacts are aware of how to opt out of text messages by sending a compliance opt out text once you do begin texting with them. However, please note that Mongoose alone does not indicate you've collected consent. We are a tool to help you keep track of any updates to that communication preference but you do need to be collecting that consent prior to text conversations with that individual.

Consent/Opt In Requirements

The following information MUST be included when collecting consent. 

• Brief description of the types of messages being sent
• The opt-in consent should be provided through a selectable checkbox for the end-user, and it should not be pre-selected.
• Fee disclosure ("Message and data rates may apply")
• Service delivery frequency ("4 messages per month", "Message frequency varies", etc)
• Customer care information (typically "Text HELP for help" or Help at XXX-XXX-XXXX)
• Link to Privacy Policy describing how end user opt-in information will be used (This is a requirement by T-Mobile)
• Link to Terms and Conditions  describing terms of service (This is a requirement by T-Mobile)

Here is an example of a form that contains all of the requirements that Twilio and Carriers are looking for when collecting consent.

The Mongoose team is here to support you whether you need to make updates to your current collection process or just need help getting started. If you have any questions, please reach out to your Client Success Manager or Mongoose Support (Support@hellomongoose.com).