TABLE OF CONTENTS


If someone gives us their phone number, can we text them?

Not automatically. Having someone's mobile number does not necessarily mean they have agreed to receive every type of text communication. When tenants make their communication choices through the PropertyBoss Tenant Portal, PropertyBoss records those choices for your organization.


Not for consent collected through the PropertyBoss Tenant Portal. PropertyBoss provides the built in consent options and disclosures presented to tenants and maintains a record of their choices. If your organization collects texting consent outside of the PropertyBoss Tenant Portal, your organization is responsible for appropriately managing that consent and its records.


Do we need to keep our own records of Tenant Portal consent?

No separate record is needed for consent collected through the PropertyBoss Tenant Portal. PropertyBoss maintains the consent choices made there. If you collect consent outside of PropertyBoss, your organization is responsible for maintaining appropriate records.


Does the client choose whether a tenant receives a message by text or email?

Not necessarily. Your organization selects the appropriate communication category. PropertyBoss uses the tenant's notification preferences to determine how applicable communications are delivered. This means two tenants receiving the same Account communication could receive it differently based on their individual preferences.


Can we require tenants to receive texts instead of email?

Tenant notification preferences belong to the tenant. Your organization should not select a different messaging category simply to force a preferred delivery method.

PropertyBoss Messaging Categories


What are the PropertyBoss messaging categories?

PropertyBoss uses five categories:

  • Alerts
  • Account
  • Events
  • Other
  • Marketing

Your organization selects the category that best represents the purpose of the communication.


Can we customize what each category means?

Your organization can customize the descriptions tenants see for the messaging categories. However, changing a description does not change the nature of the messages being sent, especially when it comes to Marketing.


What if a message could fit into more than one category?

Choose the category that most accurately represents the primary purpose of the communication. Do not select a category based on which delivery method you hope the tenant has chosen.

Marketing


What makes a message Marketing?

A message may be Marketing when its purpose is to promote or advertise an offer, incentive, product, service, or other commercial opportunity. For example:

  • ABC Property Management: Refer a friend who signs a lease this month and receive a $100 rent credit.


If a tenant agrees to Account or Other messages, can we send them Marketing messages?

Not based on those choices alone. Marketing requires its own appropriate consent. Consent for Alerts, Account, Events, or Other should not be treated as Marketing consent.


Can we put a Marketing message under Other?

No. Changing the PropertyBoss category does not change the nature of the message. If a message is Marketing, it should be treated as Marketing.


What if a message contains both account information and a promotion?

Treat mixed messages carefully. For example:

  • Your lease expires December 31. Renew by November 15 and receive a $250 renewal credit.

The first part is informational, but the second contains a promotional incentive. When possible, separate informational and promotional communications so the appropriate category and consent can be applied.

Opt Outs


What happens if someone replies STOP?

An applicable STOP request is treated as an opt out. The texting feature is automatically disabled for tenant that replies STOP. The tenant will continue to receive messages via email. 


What if someone tells us to stop texting by phone, email, or in person?

Do not ignore the request simply because it did not occur through PropertyBoss. If your organization receives an opt out request outside of the built in PropertyBoss process, your organization is responsible for making sure the request is handled appropriately.

  • Best practice: Advise the tenant to reply STOP to a text message sent by your organization OR update their notification preferences in the Tenant Portal. 


Can we use a different phone number after someone opts out?

Do not use another texting number to work around an applicable opt out.


What if the message is important?

An important message does not automatically override an applicable texting opt out. Use another appropriate communication method when necessary.

Message Content


How long should a text message be?

Keep text messages short, focused, and easy to understand. A standard SMS generally allows up to 160 characters in one message segment. Longer texts can still be delivered, but they may be divided into multiple segments. Certain special characters, symbols, and emoji can also reduce the number of characters available in a segment.

Clients do not need to count every character. 


A better rule is: If your message needs several paragraphs of explanation, consider email or another appropriate communication method.


Can we send sensitive information by text?

Use caution. Text messages can appear on lock screens, be forwarded, or be viewed by someone other than the intended recipient. Sensitive personal, financial, medical, payment, or account details may be better communicated through a more secure method.


The type of business account in Twilio does not permit links in text messages. Phone numbers are permitted.

Delivery and Responses


We sent a communication. Why didn't the tenant receive a text?

The tenant may have selected a different notification method for that category. Your organization selects the appropriate communication category. PropertyBoss uses the tenant's applicable notification preferences to determine how the communication is delivered.


Why do some tenants respond more quickly than others?

Tenants control their notification preferences and whether or when they respond. For example, someone receiving an Account communication by text may see it sooner than someone who has chosen email. Your organization cannot control or guarantee recipient response times.


Should we change the category to make sure someone gets a text?

No.


Select the category based on what the message is, not how you want it delivered.

Changing an Account, Events, Alerts, Other, or Marketing classification simply to influence delivery could cause the communication to be inconsistent with the tenant's consent and notification preferences.

Using PropertyBoss Responsibly


Does PropertyBoss handle texting compliance for us?

PropertyBoss provides important tools that support compliant messaging, including built in consent options, consent records, notification preferences, message categories, and opt out functionality. Your organization is still responsible for the content it creates, the category it selects, and how it uses the texting functionality.


Can PropertyBoss tell us whether a particular message is legally allowed?

PropertyBoss provides educational resources and texting functionality but does not provide legal advice. Your organization is responsible for determining the laws, regulations, carrier requirements, and Twilio policies that apply to its specific messaging practices.


What's the easiest way to remember who is responsible for what?

PropertyBoss manages the built in process. Your organization manages the message. The tenant manages their preferences.


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.