Overview
Text messaging is a convenient way to communicate. However, business texting is different from texting someone from your personal phone.
Messages sent through PropertyBoss use Twilio's messaging services. Twilio classifies messages sent through its services as application to person, or A2P, messaging. This includes messages such as notifications, reminders, marketing messages, and other business communications.
Because these are business messages, rules apply to who you text, why you text them, what you send, and how you handle requests to stop receiving messages.
What am I responsible for?
Your organization is responsible for how it uses text messaging through PropertyBoss. This includes:
- Obtaining appropriate permission before texting someone
- Keeping appropriate records of that permission
- Sending messages consistent with what the recipient agreed to receive
- Clearly identifying your organization
- Honoring applicable opt out requests
- Keeping your contact information current
- Protecting sensitive recipient information
- Following applicable laws, regulations, wireless carrier requirements, and Twilio policies
Twilio requires consent before messages are sent through its services. Consent must be provided by the recipient to the sender and must apply to the particular type or subject of messaging.
Having a phone number does not automatically mean you can text it
A phone number may have been provided for many reasons. For example, a resident might provide a mobile number on a rental application because your organization needs contact information. Do not assume that simply having the number gives your organization unlimited permission to text that person.
Before sending a text, consider:
- Did this person agree to receive texts from our organization?
- Do they know what types of messages we will send?
- Is the message we are sending consistent with what they agreed to receive?
Remember: Safe. Wanted. Legal.
A simple way to think about responsible business texting is to ask whether the message is:
- Safe: Does it avoid inappropriate or sensitive content that should not be sent by text?
- Wanted: Has the recipient appropriately agreed to receive this type of message?
- Legal: Does your organization have the right to send it, and does it comply with applicable requirements?
"Safe, wanted, and legal" is also the standard used by the Twilio Messaging Policy.
Related Articles
- Getting Permission to Text: Understanding SMS Consent
- STOP Means STOP: Managing Text Message Opt Outs
- What Can I Send by Text?
- Marketing Messages vs. Other Text Messages
- What Should I Avoid Sending by Text?
- Understanding Your Text Messaging Responsibilities
- Text Messaging Rules FAQ
- Text Messaging Compliance Resources
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.