Safe Text Messaging Guidelines

Captivated is designed to support compliant, high-quality customer communication at scale.

As messaging continues to evolve, it is important that businesses follow established best practices when communicating with customers.

Important Captivated provides the platform for messaging. Each business is responsible for obtaining proper consent and ensuring compliance with applicable laws and regulations, including the Telephone Consumer Protection Act (TCPA).

Sample Opt-In Language

Service & Appointment Messaging

By providing your phone number, you agree to receive text messages from [Business Name] regarding your service, appointments, and related updates. Message and data rates may apply.

Web Forms & Scheduling

Include a clear disclosure near the phone number field and, when possible, a checkbox confirming consent.

Verbal Opt-In

Verbal consent may be acceptable in certain situations but is best supported with written or recorded confirmation.

Transactional vs Promotional Messaging

Transactional

  • Service updates
  • Appointment reminders
  • Delivery notifications
  • Customer support

Typically expected as part of an existing interaction.

Promotional

  • Marketing campaigns
  • Offers & discounts
  • Re-engagement outreach

Requires clear, separate consent.

Best Practices

  • Only message customers who have provided consent
  • Keep messages relevant to the interaction
  • Avoid excessive messaging
  • Do not mix marketing into service messages without consent
  • Maintain appropriate timing and frequency

Opt-Out Requirements

Customers should always have a simple way to opt out of messaging.

  • Allow customers to reply “STOP”
  • Honor opt-out requests promptly

Platform Support

Captivated is built to support compliant messaging workflows, including opt-out handling, conversation tracking, and transparency.

As messaging evolves, including Rich Communication Services (RCS), these standards apply across all channels.

Additional Information

This page provides general best practices and does not constitute legal advice. Businesses are responsible for ensuring compliance with applicable laws.

Helpful References

The following resources are provided for informational purposes only and do not constitute legal advice. Captivated does not endorse or control these third-party resources. Customers should consult their own legal counsel regarding compliance obligations.

Federal Law & Regulatory Guidance

Telephone Consumer Protection Act (TCPA) – FCC Rules

TCPA Small Entity Compliance Guide (FCC)

Industry Best Practices

CTIA Messaging Principles & Best Practices

Practical Compliance Resources

Understanding TCPA & CTIA Compliance (Bloomreach)

U.S. SMS Compliance Guide (Infobip)

TCPA & SMS Compliance Overview (ActiveProspect)