SMS Script

Suzor IT — SMS Consent Script (Phone Support)

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.