In the U.S., ensuring clear and explicit consent for SMS communication isn’t just a best practice – it’s a legal requirement. That’s why we’ve implemented a simple, transparent process to ensure we have permission before sending any text messages. Unless recipients provide consent by texting START to your provided number, all text messages will be sent as voice calls.
How It Works
Option 1 | Automated Voice Call
- An automatic voice call will be sent asking recipients to consent to receive SMS text messages by pressing 1. The message provides context as to why the message is being sent and instructions to provide or decline consent.
- Once granted, there will be a follow-up SMS text message asking the recipient for confirmation of consent by pressing 1 again
- If refused, future messages will be sent by voice call
Important Details:
- Recipients have 20 minutes to respond
Can text HELP to be prompted about their consent status. Either:
- “haven’t given us a response yet”
- “previously refused consent”
- “previously consented”
Messages which are now sent by voice but could have been sent by text, a voicemail saying “text START to this number XXX-XXXX” will be left. Texting START to the number will provide consent and any following messages will be sent via text.
Option 2 | Text START
- Find the SMS toll-free number for your facility
- Share this number with your care community via email (look in the in-app template library under the “Policy” category for a pre-built message), so they can text START to this number.
- Texting START to the number your toll-free number and then 1 to the confirmation text will provide consent.
Partial Consent
Once recipients have texted START or pressed 1, they will receive a text confirming their consent. They must press 1 as directed to finalize their consent to receive texts. If they do not press 1, they will have given partial consent and continue receiving phone calls and not texts.
Check Consent Status in Resident Directory
To check whether a resident family contact has consented to receive SMS texts, simply navigate to:
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Main Menu ☰ > Resident Directory
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Search for the desired resident
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Under the SMS/Text Consent field you will see either
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🟢 Consented
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🔘 Partial Consent
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🔴 Refused
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No Record (they have not been asked for consent)
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💡Best Practice
We recommend gaining consent for SMS Text BEFORE changing individual preference codes. Prepare your care community ahead of time via email or voice call. We’ve got you covered with a template with what they can expect and how to provide consent.
NOTE: This is for SMS communications only and does not replace the requirement for gathering consent during that admissions process, and is separate from consent to communicate for direct messages.
NOTE: Consent is associated with the recipient’s phone number and not the recipient’s (should a number change in the future, consent would be required again). SMS text consent will be granted to the care facility, and not with the facility phone number (should the facility number change, consent will not be required again).