SMS consent verification
How customers consent to booking text messages
Public description of the telephone opt-in experience.
1. Customer calls and selects an appointment
A customer calls the business phone number and uses the telephone keypad to select one of the available appointment times.
2. The IVR asks for explicit SMS consent
After the customer selects an appointment time, the automated telephone system says:
“To finish booking your appointment for [DATE AND TIME], we can continue by text. Message and data rates may apply. Press 1 to continue, or press 2 for a callback.”
Pressing 1 is recorded by the automated system as affirmative consent to receive automated SMS messages for that specific appointment booking. Pressing 1 is the only SMS opt-in method used for this campaign.
3. What happens after the caller chooses
- Press 1: the customer consents and the first automated SMS is sent.
- Press 2: no automated SMS is sent and the customer is marked for a callback.
- No selection: no automated SMS is sent and the customer is marked for a callback.
4. First SMS after consent
Immediately after the caller presses 1, the first message is:
Downey Client Services: We’re holding your appointment for [DATE AND TIME].
What is your first and last name?
You may receive up to 5 automated messages for this booking. Message and data rates may apply.
Reply HELP for help or STOP to opt out.
Terms: https://downeyclientservices.com/terms/
Privacy: https://downeyclientservices.com/privacy/
5. Booking messages
After consent, transactional messages may ask whether the customer is a new or returning client, what service they are requesting, send a booking confirmation, and send one reminder if the customer does not respond. No marketing or promotional messages are sent.
Help and opt-out
Customers can reply HELP for support or STOP to opt out. Support is available at support@downeyclientservices.com.