Text Messaging Consent Process
Current texting privacy policy · Current texting terms · Current service consent process
This procedure describes the consent process to be used when Fix It Joe LLC activates its toll-free customer messaging service. It documents the approved wording and workflow; it is not a record of consent from any individual customer.
What Messages Cover
Customer service conversations about handyman and property maintenance work, job details and photos, scheduling, appointment confirmations, and arrival updates. Estimated outgoing volume across all customers is approximately 300 messages per month. This workflow does not authorize marketing campaigns.
Permission During A Phone Call
Before starting service-related texts, the representative identifies Fix It Joe and asks the customer:
Is it okay if I text you from Fix It Joe about your job, scheduling, and when I’m on my way? How often depends on the job. Message and data rates may apply. You can reply STOP anytime to stop texts, or HELP for help.
The representative waits for an affirmative answer and confirms the phone number the customer wants to use. Silence or merely providing a phone number is not treated as permission. If the customer declines, texting is not initiated.
At activation, consent is to be recorded in the customer’s notes or a consent log, including the phone number, date and time, representative, method, and affirmative response. This can be recorded manually; automatic consent logging in the app is not yet implemented.
When A Customer Texts First
A customer-initiated text is answered about that specific inquiry. It is not treated as permission for unrelated or promotional messages. Before expanding the conversation to ongoing scheduling and job updates, the representative asks for permission using the wording above and retains the affirmative reply in the conversation record.
A future website checkbox is not part of this workflow.
Stopping Messages And Getting Help
Once messaging is active, customers may reply STOP to stop further messages from this number and START to resume. Twilio provides standard keyword handling. Requests to stop expressed in ordinary language must also be honored by the business. HELP is available for help; customers may also contact joe@fixitjoe.com.
Example Service Message
Hi Alex, this is Joe with Fix It Joe LLC. I am on my way to your service appointment and expect to arrive in about 20 minutes. Please reply if you have any questions. Reply STOP to opt out.