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Understanding SMS Consent in AR Workflow

Understand who is responsible for obtaining SMS consent, how opt-outs are handled, and what to know before sending text messages through AR Workflow.


When using SMS messaging in AR Workflow, it is important to understand who is responsible for obtaining customer consent and how SMS opt-outs are handled.

Does AR Workflow obtain SMS consent?

No. AR Workflow does not obtain, manage, or track SMS consent on behalf of clients.

If you choose to send an SMS through AR Workflow, the message will be sent to the customer. The platform does not send an automatic opt-in message or request consent before sending SMS communications.

Who is responsible for obtaining consent?

Your business is responsible for ensuring they have the appropriate consent before sending SMS messages to their customers.

Depending on your location and applicable regulations, you should only send SMS messages to customers who have provided the necessary consent and who have not opted out of receiving text messages.

How are opt-outs handled?

AR Workflow uses Twilio as its SMS service provider.

If a customer replies with keywords such as:

  • STOP
  • STOP ALL
  • Or another supported unsubscribe keyword

Twilio will automatically mark that recipient as unsubscribed (opted out).

Once a customer has opted out:

  • SMS delivery to that customer is automatically blocked.
  • No further SMS messages can be sent to that recipient through AR Workflow.
  • The customer must explicitly opt back in before SMS messaging can resume.
Important Notes
  • AR Workflow does not verify whether consent has been obtained before sending an SMS.
  • AR Workflow does not maintain a consent database.
  • Clients are responsible for complying with all applicable SMS laws and regulations in their region.
  • Customers who have opted out through Twilio will not receive additional SMS messages until they opt back in.

 

 

Frequently Asked Question

Does AR Workflow automatically send an opt-in message before the first SMS?

No. AR Workflow does not send an automatic opt-in or consent request. If you send an SMS from AR Workflow, it will be sent immediately, provided the recipient has not already opted out through Twilio.