Overview

PropertyBoss texting can be used for many types of communication with residents and other contacts, as long as the recipient has provided the appropriate consent. 


What Can I Send by Text?

The most important question is not simply: Can I send this by text? Instead, ask: Does this person expect this message, and have they agreed to receive this type of communication?


Understanding PropertyBoss Text Message Categories

PropertyBoss organizes text messaging into five categories:

  • Alerts
  • Account
  • Events
  • Other
  • Marketing

These categories help recipients understand what types of messages they are agreeing to receive and allow them to manage their texting preferences.


Alerts

  • Use Alerts for important notices or time sensitive information recipients may need to know.
  • Your organization can define what types of messages are included in this category so recipients understand what they are agreeing to receive.
  • Example: ABC Property Management: Our office will be closed tomorrow due to severe weather.


Account

  • Use Account for communications related to a recipient's account, such as payment, balance, or other account related information.
  • Your organization can define what types of messages are included in this category.
  • Example: ABC Property Management: Your October payment has been received.


Events

  • Use Events for communications about scheduled activities, appointments, inspections, meetings, or other events relevant to the recipient.
  • Your organization can define what types of messages are included in this category.
  • Example: ABC Property Management: This is a reminder of your scheduled inspection tomorrow at 2 PM.


Other

  • Use Other for appropriate communications that do not fit within Alerts, Account, or Events.
  • Because this category can cover a variety of messages, clearly define what recipients should expect to receive when they consent to this category.
  • Example: ABC Property Management: Your maintenance request has been received and assigned for review.


Marketing

  • Marketing is different from the other PropertyBoss texting categories.
  • Marketing includes promotional or advertising communications. Marketing texts are subject to stricter requirements and separate opt-in options. See Marketing Messages vs. Other Text Messages
  • Examples of marketing messages could include:
    • ABC Property Management: Refer a friend who signs a lease this month and receive a $100 rent credit.
    • ABC Property Management: Ask us about our current move in special.


If a message is promotional or marketing in nature, treat it as Marketing. Do not place a marketing message into Alerts, Account, Events, or Other to avoid the requirements associated with Marketing messages.

 

How Tenant Notification Preferences Work in PropertyBoss

When tenants set their communication preferences, they choose how they want to receive each category of communication, such as by text or email.


Your organization can continue sending the appropriate types of Alerts, Account, Events, Other, and Marketing communications without needing to know each tenant's individual notification preferences before sending.


PropertyBoss uses the tenant's preferences to determine how the communication is delivered. Depending on the preference selected for that category, the tenant may receive the communication by text or email.


Because each tenant chooses their preferred delivery method, response rates may vary. For example, a tenant who chooses email for a category may not see or respond to a communication as quickly as someone who chooses text. The client's responsibility is to send the communication using the appropriate category. The tenant controls how they prefer to receive it.


Choosing the Right Category

Before sending a message, consider both what the message is about and what the recipient agreed to receive. Ask:

  1. What is the primary purpose of this message?
  2. Which PropertyBoss category best describes that purpose?
  3. Has the recipient consented to receive that category of message?

For example, an upcoming inspection would generally fit Events, while confirmation that a payment was received would generally fit Account. Avoid choosing a category simply because the recipient has opted into it. The category should accurately represent the purpose of the message.


Stay Within the Recipient's Consent

Consent for one category should not automatically be treated as permission to send messages from another category.

For example, if a resident has agreed to receive Account texts but has not agreed to receive Marketing texts, their Account consent should not be used to send promotions or advertisements. 


Clearly Identify Your Organization

Recipients should be able to tell who is texting them. Twilio requires senders to identify themselves except in limited circumstances where the recipient has already clearly identified the sender. Do not assume someone will recognize the phone number sending the message.

  • Instead of: Your maintenance appointment is tomorrow at 10 AM.
  • Use: ABC Property Management: Your maintenance appointment is tomorrow at 10 AM.

Clear identification helps recipients understand who is contacting them and why they are receiving the message.


Be Thoughtful About What You Send

Even when someone has agreed to receive a category of text messages, consider whether text messaging is appropriate for the specific information. Before sending, ask:

  • Does the recipient expect this type of message?
  • Have they consented to the appropriate PropertyBoss category?
  • Is the category an accurate description of the message?
  • Will the recipient know who sent it?
  • Does the message include information that would be better communicated through a more secure method?

If you are unsure, pause and verify before sending.


Remember

  • Choosing the correct category is important, but the category itself does not create consent.
  • The recipient must have agreed to receive the applicable type of communication. Your organization is responsible for respecting those choices when using PropertyBoss texting.
  • For more information about how consent works, see Getting Permission to Text: Understanding SMS Consent.


Your Responsibility as the Message Sender

PropertyBoss provides text messaging functionality through Twilio and provides the messaging categories used to manage recipient preferences. Your organization is responsible for selecting the appropriate category, following the recipient's consent choices, sending appropriate content, and following applicable laws, regulations, wireless carrier requirements, and Twilio policies.


These PropertyBoss resources are provided for educational purposes and are not legal advice. Messaging requirements can change and may vary based on your organization, location, recipients, and type of messaging. Your organization is responsible for determining the requirements that apply to its texting practices.