How do texting registration, opt outs and HELP replies work?

Business texting in the US runs under carrier rules. This page covers what CallSprout takes care of, what the texting settings on your account do, and what stays with your company. It describes features only. It isn't legal advice.

Some labels in your portal or apps may look slightly different from this guide.

What CallSprout takes care of

• Registration. Carriers require 10DLC registration before business texts can be sent. CallSprout files it for your company. To find out whether yours is finished, ask support.
• Your allowance. Texting comes with every plan, at 200 messages per user a month. Picture messages count toward it. Higher volume is an add-on.
• Campaigns. Bulk campaigns aren't allowed.

What stays with your company

Who your team texts, what they send and how you get people's permission are your company's decisions. Rules on those points come from carriers and the law, and your company is responsible for following them. Before your team starts texting customers, have your own compliance review or counsel look at how you plan to do it.

How opt outs work

Opt outs happen in two places.

• At the carrier. Carriers usually handle standard opt out words like STOP on their own. A person who opts out that way stays blocked from your number, whatever your own list says.
• On your account. You can add your own opt out keywords and a reply that goes back to the person who texts one. Their number then lands on your account's blocklist.

You also choose the reach of an opt out on your account. It can block the person from every texting number your company has, or only from the number that got their opt out.

A few rules for keywords:

• Upper and lower case don't matter.
• One word can't be both an opt in and an opt out keyword.
• Steer clear of the words carriers reserve, such as STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, START, UNSTOP and YES. A carrier may block your number if your account uses them as its own keywords.

How HELP replies work

You can set help keywords and the message people get back when they send one. Carriers may answer HELP with a reply of their own as well, so a person can receive two messages.

There are two more options in the same place. Opt in keywords come with a reply of their own. A footer adds a line to the texts your team sends from the apps, and it counts toward each message's length.

Set your keywords (admins)

1. 1
   Step 1:

   Open the texting options

   In the admin portal, go to Settings, then SMS Settings, and find Options.
2. 2
   Step 2:

   Turn on what you need

   Switch on Use Opt-Out Option, Use Opt-In Option, Use Help Option or Use Footer Option. Each keyword option needs at least one keyword and a reply.
3. 3
   Step 3:

   Choose the opt out reach

   Pick whether an opt out covers all your texting numbers or only the number the person replied to.
4. 4
   Step 4:

   Save

   Save your changes.

Manage the blocklist (admins)

Go to SMS, then Blocklist. To add a number, enter it in full international format, such as +15555550142, and pick which of your texting numbers it's blocked from, or ALL.

You can also load numbers from a spreadsheet. Be careful with the two upload buttons: CSV Upload wipes the current list and puts the file in its place, while CSV Update adds the file to what's already there. Download the list first so you have a copy.

Taking a number off your blocklist doesn't undo an opt out the person made with their carrier. Check with your compliance contact before you remove a number that landed on the list through an opt out.