SMS Consent Script (Phone Support)
The verbatim script agents use to obtain and document verbal SMS consent.
Agents must obtain and document verbal SMS consent before adding a customer’s mobile number to any outbound SMS workflow.
Required script (verbatim)
“Before we wrap up, I’d like to offer text-message updates on this ticket so you don’t have to call back to check status. We’d send things like ‘your ticket has been resolved’ or ‘a technician is on the way.’ Message frequency is usually a few per month and standard message and data rates may apply. You can reply STOP anytime to opt out, or HELP for assistance. Are you okay with receiving these SMS updates from Suzor IT? Yes or no?”
Required confirmation if customer says yes
“Thanks — I’ve enabled SMS updates on your account. You’ll get a confirmation text shortly. Reply STOP anytime to turn them off.”
Documentation
After verbal consent, the agent records in the customer’s ticket / contact record:
- Date and time of consent
- Agent name
- Mobile number consented
- That the verbatim script above was used
If the customer declines, the agent records the decline and does not enable SMS for that contact.
Contact us
Phone: 978.633.0090
Email: help@suzorit.com