SMS Compliance and Best Practices

Modified on Thu, Apr 2 at 12:21 PM

Subject

Applies to: All users
Purpose: Understanding SMS Compliance and Best Practices
Location in Ricochet: N/A

Description

This article addresses the steps to follow SMS compliance by including opt-out options, limiting messages, avoiding flagged words, identifying yourself, and prioritizing phone contact before texting to maintain low opt-out rates.

Resolution

COMPLIANCE SAFEGUARDS

Every initial text message sent will include the language “Text ‘STOP’ to Opt-out”. If the lead responds then it will not be included for 30 days. After 30 days it will be applied again.

We do not recommend sending text messages to leads you have not contacted over the phone. If you do and they reply “STOP” it could result in your opt-out rate being too high and the carrier will revoke your texting capabilities.

There is a cap of 2 text messages that can be sent to a lead unless they respond. Once they respond, it’s considered a conversation. Texting should be conversations and not solicitation.

Always include your first name and company name in the text message

WORDS TO AVOID USING IN TEXT MESSAGES

Interested

Offer

Cash

Purchase

Random

Blue

Out of Blue

Investor

Consider

Selling Property

Local Investor

Covid-19

COVID

Spam

Covid19

Corona

Virus

Apologize

Apology

Sorry

Bother

Disturb

Out of the blue

Shot in the dark

Did I reach the right person

Do I have the right person

Excuse me

Do you happen to know

Do you know anyone

Property Records

Public records

RICOCHET BEST PRACTICE FOR COMPLIANCE

We recommend asking the lead once you have them on the phone if they would prefer to communicate by text messaging. If they do, the following template is built out in your account and you choose to manually send them the templated text message in the SMS tab on the lead pop-up.

Template Title: Initial Text - Send while on Phone

“Hi %lead.firstName%, it's %user.firstName% with %company.friendly_name%. Please respond to this message with "START" if you would prefer to communicate by texting!”