23.9 SMS/MMS Compliance & Best Practices Summary

(Recap - See Chapter 7 for full details)

Key requirements and best practices for sending SMS/MMS via Close Master:

  1. Consent (PRIOR EXPRESS WRITTEN CONSENT for Marketing - CRUCIAL): Obtain explicit, unambiguous permission *before* sending marketing or promotional texts. Use clear, unchecked opt-in checkboxes specifically for SMS consent on forms. Document the consent (who, when, how, what for). Consent for email does NOT equal consent for SMS.
  2. Identify Sender: Clearly state your Agency/Brokerage Name in initial messages. Use the built-in SenderID prefix option (Settings > Business Profile).
  3. Provide Opt-Out (MANDATORY): Include clear instructions on how to opt out in marketing messages (and periodically in informational ones), typically "Reply STOP to unsubscribe".
  4. Honor Opt-Outs Immediately: The system automatically handles STOP, UNSUBSCRIBE, END, CANCEL replies by enabling SMS DND. Do not try to text contacts who have opted out.
  5. Complete Registrations (A2P 10DLC / Toll-Free Verification - MANDATORY): Register your Brand, Campaign Use Cases, and Toll-Free numbers in the Trust Center (Settings → Phone Numbers). Messages WILL be blocked without approved registrations.
  6. Content Restrictions: Avoid forbidden content categories (SHAFT, high-risk finance, deceptive practices). Provide value. Do not use public URL shorteners. Keep message length in mind (segment costs). Use Number Validation to avoid texting landlines.
  7. Respect Quiet Hours: Avoid sending non-essential texts very early or late. Use Workflow time windows to restrict sending times based on estimated recipient time zones.
  8. Monitor Error Rates: Pay attention to failed message reports (check error codes - see 7.7) and opt-out rates. High error/opt-out rates can lead to carrier filtering or number suspension. Address underlying issues (consent, list quality, registration problems).

Adhering strictly to communication compliance regulations is non-negotiable for sustainable and effective use of Close Master's powerful messaging tools.