Managing SMS/text messaging communication with customers is crucial for maintaining a healthy and compliant messaging strategy. If you're using RingCentral for sending business SMS, understanding how to manage SMS opt-outs is important for keeping your communications respectful and legally compliant.

What is SMS Opt-Out?

An SMS opt-out allows a recipient to stop receiving text messages from a specific sender. It is a mechanism required by law to ensure that customers have control over the messages they receive.

When a customer opts out, they are essentially choosing not to receive any further messages from your number. Ensuring you respect these requests is not only a best practice but also mandatory under various regulations such as the Telephone Consumer Protection Act (TCPA).

How Opt-Out Works in RingCentral

RingCentral has built-in features to help businesses manage opt-out requests automatically. Here’s a quick breakdown:

• Automatic Opt-Out Handling: RingCentral automatically processes opt-out requests. If a customer replies with keywords like “STOP,” “UNSUBSCRIBE,” or “CANCEL,” they are automatically added to an opt-out list, and no further messages are sent from that number.
• Immediate Confirmation: Once a recipient sends an opt-out keyword, they receive an automated confirmation letting them know they have successfully opted out of future messages.
• Compliance and Reporting: Opt-outs are logged for compliance purposes. This ensures your business can maintain records of when customers opted out, which may be necessary for legal reasons.

Managing Opt-Ins

If a customer changes their mind, they can opt back into receiving messages by texting “START” or “UNSTOP.” RingCentral will then allow messages from your business to be delivered again.

Best Practices for Managing SMS Opt-Outs

1. Clear Communication: Always provide an easy way for customers to opt-out of your SMS communication. Include a message like "Reply STOP to opt-out" in your texts.
2. Respect Opt-Out Requests: Never send messages to customers who have opted out unless they have explicitly opted back in.
3. Monitor Your Opt-Out Rates: If you notice high opt-out rates, it might be a signal to adjust your messaging strategy, frequency, or content.

By following these guidelines and utilizing RingCentral’s built-in SMS opt-out management, you can ensure that your business remains compliant and maintains a positive relationship with your customers.

Learn More

For a detailed guide, visit RingCentral’s Support Article.