Stay organized with collections
Save and categorize content based on your preferences.
Consumer privacy
SMS Chat introduces unique obligations related to consumer privacy and
it's important to train both managers and agents on the appropriate
handling of SMS Chat sessions.
Opting in
Consumers must consent to receiving SMS messages by opting in. When the
consumer initiates a chat, they are assumed to have opted in but you
still need to send a message that includes the following information:
Brand or product name
"Recurring messages" disclosure
"Message and data rates may apply" disclosure
Opt-out instructions
This can be achieved by composing an opt-in "greeting message" that is
sent automatically when the first chat message is received.
Similarly, for outbound SMS messages, the agent should always initiate
the session with an opt-in message. This can be achieved by setting up a
chat shortcut.
Unsubscribing and Do Not Contact list
A consumer can stop all future SMS messages by sending one of these
default command words: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT.
These commands are not case sensitive but the word must be complete and
the message cannot include any extra spaces or characters. The consumer
can send the command at any time by texting the word to your SMS phone
number or short code.
When the consumer opts out, their phone number is added to an encrypted "Do Not
Contact" list maintained by CCAI Platform. The only phone number added
to the list is the one used by the consumer to send the STOP command (even if
the consumer has multiple phone numbers in their CRM record.)
When a consumer opts out of receiving future messages:
The chat ends immediately and the agent adapter displays a message to
the agent.
The agent makes an entry in the CRM record, indicating that the
consumer has opted out.
CCAI Platform adds the consumer's phone number to a "Do Not
Contact" list. If
an agent tries to use the number, an error message is displayed.
The consumer can opt back in at any time by texting START to any of
the incoming SMS numbers.
When using outbound SMS, it is imperative that agents send an opt-in
message before sending any other text to the consumer. The easiest way
to achieve this is by using a chat shortcut. In this example, the agent
types /sms to send a standard opt-in message:
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eSMS chat requires adherence to consumer privacy regulations, necessitating training for managers and agents on appropriate handling of SMS sessions.\u003c/p\u003e\n"],["\u003cp\u003eConsumers must opt in to receive SMS messages, typically initiated with a greeting message that includes brand details, disclosure of recurring messages, data rate information, and opt-out instructions.\u003c/p\u003e\n"],["\u003cp\u003eConsumers can opt out of future SMS messages using commands like STOP, UNSUBSCRIBE, or CANCEL, which adds their number to an encrypted "Do Not Contact" list.\u003c/p\u003e\n"],["\u003cp\u003eAgents must send an opt-in message before any other text in outbound SMS sessions, and can use chat shortcuts to automate sending that message.\u003c/p\u003e\n"],["\u003cp\u003eIf a consumer opts out, the chat ends immediately, the agent must make a CRM record entry, the CCAI Platform adds the number to a "Do Not Contact" list, but the consumer can opt back in by texting START.\u003c/p\u003e\n"]]],[],null,["Consumer privacy\n----------------\n\nSMS Chat introduces unique obligations related to consumer privacy and\nit's important to train both managers and agents on the appropriate\nhandling of SMS Chat sessions.\n\n### Opting in\n\nConsumers must consent to receiving SMS messages by opting in. When the\nconsumer initiates a chat, they are assumed to have opted in but you\nstill need to send a message that includes the following information:\n\n- Brand or product name\n\n- \"Recurring messages\" disclosure\n\n- \"Message and data rates may apply\" disclosure\n\n- Opt-out instructions\n\nThis can be achieved by composing an opt-in \"greeting message\" that is\nsent automatically when the first chat message is received.\n\nSimilarly, for outbound SMS messages, the agent should always initiate\nthe session with an opt-in message. This can be achieved by setting up a\nchat shortcut.\n\n### Unsubscribing and Do Not Contact list\n\nA consumer can stop all future SMS messages by sending one of these\ndefault command words: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT.\n\nThese commands are not case sensitive but the word must be complete and\nthe message cannot include any extra spaces or characters. The consumer\ncan send the command at any time by texting the word to your SMS phone\nnumber or short code.\n\nWhen the consumer opts out, their phone number is added to an encrypted \"Do Not\nContact\" list maintained by CCAI Platform. The only phone number added\nto the list is the one used by the consumer to send the STOP command (even if\nthe consumer has multiple phone numbers in their CRM record.)\n\nFor detailed information on the rules and regulations surrounding SMS\nmessaging, refer to the [CTIA Short Code Monitoring Handbook\nv1.7](https://www.wmcglobal.com/storage/us_resources/ctia-short-code-monitoring-program-Short-Code-Monitoring-Handbook-v1.7.pdf).\n\nWhen a consumer opts out of receiving future messages:\n\n1. The chat ends immediately and the agent adapter displays a message to\n the agent.\n\n2. The agent makes an entry in the CRM record, indicating that the\n consumer has opted out.\n\n3. CCAI Platform adds the consumer's phone number to a \"Do Not\n Contact\" list. If\n an agent tries to use the number, an error message is displayed.\n\n4. The consumer can opt back in at any time by texting START to any of\n the incoming SMS numbers.\n\nWhen using outbound SMS, it is imperative that agents send an opt-in\nmessage before sending any other text to the consumer. The easiest way\nto achieve this is by using a chat shortcut. In this example, the agent\ntypes **/sms** to send a standard opt-in message:"]]
