TCPA & Messaging Compliance
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.
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.
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
- Or clear the styles and get a basic HTML list.
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.
As messaging evolves, including Rich Communication Services (RCS), these standards apply across all channels.
