Overview

Text messaging is convenient, but it is not appropriate for every type of communication. Some content is prohibited by law, wireless carrier requirements, or Twilio policies, while other content may simply be better suited for email, phone calls, or another communication method. Before sending a text through PropertyBoss, consider the content, purpose, length, and sensitivity of the message.

What You Cannot Send by Text

Some types of messages and messaging activity are prohibited through Twilio, regardless of whether the recipient has agreed to receive text messages. Twilio expressly prohibits illegal, harmful, unwanted, inappropriate, or deceptive messaging and efforts to evade systems designed to detect messaging abuse.

Do not use PropertyBoss texting to send or facilitate the following:

1. Illegal Content or Activity: Do not send messages that promote, facilitate, or encourage illegal activity. Twilio requires messaging to comply with applicable laws and regulations. [twilio.com]
2. Fraudulent, Deceptive, or Misleading Content: Do not send phishing messages, impersonate another person or organization, provide intentionally misleading information, or use texting for fraudulent purposes. [twilio.com], [help.twilio.com]
3. Harassing, Threatening, or Abusive Messages: Do not use texting to harass, threaten, abuse, or repeatedly contact someone through unwanted messages. Messaging abuse, including practices such as SMS bombing, is prohibited. [help.twilio.com]
4. Cannabis and Certain Controlled Substance Content: Twilio restricts U.S. SMS and MMS messaging involving the marketing or sale of cannabis, marijuana, CBD, and certain controlled or illegal substances. Restrictions may apply even when a product is permitted under state law. [help.twilio.com]
5. Certain High Risk Financial Services: Some financial products and services cannot be promoted through SMS or MMS in the United States and Canada. Twilio's prohibited categories include certain payday lending, short term high interest loans, third party loan offers, and other specified high risk financial services. Cryptocurrency and investment related messaging can also be restricted. [help.twilio.com]
6. Third Party Lead Generation and Affiliate Marketing: Do not use PropertyBoss texting for prohibited third party lead generation or affiliate marketing practices, including certain messaging based on consumer information that has been bought, sold, or shared for those purposes. [twilio.com], [help.twilio.com]
7. Certain Restricted Content Categories: U.S. carrier messaging rules restrict categories sometimes referred to as SHAFT, including certain sexual content, hate speech, firearms, and tobacco or vaping related content. Twilio identifies these categories within its A2P messaging enforcement guidance. [help.twilio.com]
8. Emergency Services: PropertyBoss texting should not be used as a replacement for emergency services or 911 type communication. Informational messages such as weather alerts or office closure notices may be appropriate, but SMS should not be used to provide emergency response services. [help.twilio.com]

Consent Does Not Make Prohibited Content Acceptable

A recipient opting in to text messages does not mean that anything can be sent to them. Consent determines whether the recipient has agreed to receive an applicable type of communication. It does not override laws, wireless carrier restrictions, or Twilio policies. [twilio.com] For example, obtaining consent does not make fraudulent content, prohibited substance related messaging, or another prohibited use acceptable.

Be Careful With Sensitive Information

Even when content is not prohibited, text messaging may not be the best way to communicate sensitive information.

Text messages can appear on lock screens, be forwarded, or be viewed by someone other than the intended recipient.

Use caution when sending:

• Personal information
• Financial information
• Payment information
• Medical information
• Sensitive account details
• Other confidential information

When possible, use the text to notify the recipient that information is available and direct them to an appropriate secure location. For example:

• ABC Property Management: There is an important update available for your account. Please log in to the Tenant Portal to review the details.

Keep Text Messages Short

Text messages work best when they are brief, focused, and easy to understand. A standard SMS generally allows up to 160 characters in a single message segment. Longer messages can still be sent, but they may be divided into multiple segments for delivery. Certain special characters, symbols, and emoji can reduce the number of characters available in a single segment. 

You do not need to count every character before sending. Instead:

• Keep the message focused on one topic.
• Put the most important information first.
• Avoid lengthy explanations better suited for email or the Tenant Portal.
• Direct recipients to another appropriate resource when more detail is needed.
• Be aware that special characters and emoji can affect message length.
• Best practice: Use texting for quick, focused communication. If your message requires several paragraphs, consider another communication method.

Avoid Detailed Instructions by Text

Texting is most effective when recipients can quickly understand what they need to know or do. Instead of sending a lengthy explanation by text, consider using the message to direct the recipient to more detailed information. For example:

• ABC Property Management: Important information is available about your upcoming inspection. Please check your email for details.

Do Not Try to Work Around Messaging Restrictions

Wireless carriers and messaging providers use filtering and other safeguards to help protect recipients from spam, fraud, abuse, and unwanted messages. If a message is blocked or filtered, do not attempt to bypass those protections by:

• Sending the same content from another phone number
• Changing wording solely to defeat filtering
• Repeatedly resending blocked messages
• Spreading similar messages across multiple numbers
• Misrepresenting the purpose of the message
• Moving Marketing content into another PropertyBoss category to increase delivery

Twilio prohibits attempts to bypass service restrictions and messaging safeguards. A blocked or filtered message may be a sign that the content or messaging practice needs to be reviewed, rather than something that should be worked around.

Use the Correct PropertyBoss Category

PropertyBoss uses Alerts, Account, Events, Other, and Marketing to help organize communications and apply tenant notification preferences. Choose the category that accurately reflects the purpose of the message, not the delivery method you want.

In particular, do not place Marketing content into Alerts, Account, Events, or Other simply because a tenant has not provided Marketing consent or because another category may result in a different delivery method. For more information, see Marketing Messages vs. Other Text Messages.

If You Are Unsure

Not every restricted use or messaging situation can be captured in a single list. Twilio's policies and wireless carrier requirements may also change over time. Before sending an unusual, sensitive, or potentially regulated message:

1. Review the current Twilio Messaging Policy.
2. Make sure the message fits your organization's texting use and the recipient's consent.
3. Consider whether another communication method would be more appropriate.
4. Seek appropriate legal or compliance guidance when necessary.

For additional resources, see Text Messaging Compliance Resources.

Think Before You Send

Before sending a text, ask:

1. Is this content permitted to be sent by text?
2. Does the recipient expect this type of message?
3. Am I using the correct PropertyBoss category?
4. Is the message short and easy to understand?
5. Does it contain sensitive information that should be communicated another way?
6. Would email or the Tenant Portal be more appropriate?

If you are unsure, pause and verify before sending.

Your Responsibility as the Message Sender

PropertyBoss provides text messaging functionality through Twilio, but your organization is responsible for how it uses text messaging. This includes obtaining appropriate consent, maintaining appropriate consent records, honoring applicable opt out requests, sending appropriate content, protecting recipient information, 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.