Skip to content

The consent request your customer receives

What your customer sees when you ask for permission to text them, and what each of their choices does.

You send this request from the customer's file with Request SMS opt-in, Resend request or Re-invite via email, from the composer with Send opt-in request first, or from the Compliance tab in Settings with Resend or Resend all pending > 7 days. See Getting customer consent.

The email

The customer gets an email with the subject Confirm SMS messaging from followed by your business name.

The email says:

  • that your business would like to text them about their service visits: appointment confirmations, on-my-way alerts when a technician is heading to them, and changes to a booked time.
  • that most customers receive 2–5 messages per visit, that message and data rates may apply, and that they can reply STOP to any message to stop.
  • that each button opens a page asking them to confirm, and nothing is recorded until they confirm there.

It has two buttons: Yes, text me and No, email me instead. It is signed with your business name and has a small "Powered by Lupa" footer.

The confirmation page

Either button opens a plain page in the customer's browser, headed with your business name. The customer does not need to sign in.

  • Yes, text me opens Text messages from followed by your business name. The page repeats what they will receive, how often, that rates may apply, and that they can reply STOP. It has one button, Yes, text me, and a link to Choose email instead.
  • No, email me instead opens Email instead of text messages. It has one button, Yes, email me instead, and a link to Agree to text messages.

Both pages say that closing the page records nothing.

Opening the page is not an answer. Only pressing the button records one. Email security scanners and link previews often open links automatically, but they cannot answer for the customer.

What the customer sees after answering

The customer presses They see On their file
Yes, text me You're all set, with a reminder that they can reply STOP. The badge changes to Approved. Consent history records Approved via email link.
Yes, email me instead Got it, and that updates will come by email. The badge changes to Prefers email. Consent history records Client chose email instead.

If they choose email and change their mind later, the page tells them to ask you for a fresh SMS opt-in request.

Each link works for one answer. What the customer sees depends on the state of their consent:

  • Already answered. The page reads Already set and confirms the choice on file. Pressing again records nothing new.
  • Opted out since. The page reads Text messages are off and asks them to request a fresh opt-in from you.
  • A newer request was sent, or the link is broken. The page reads This link is no longer valid and asks them to request a new one from you. Nothing is recorded.

If a customer tells you the link did not work, send a fresh request with Resend request or Re-invite via email.