Overview
Before sending text messages through PropertyBoss, make sure the recipient has agreed to receive them. This agreement is generally referred to as consent or opt in. Consent helps ensure that recipients know who is texting them and what types of messages they can expect to receive.
A Phone Number Is Not Automatically Permission
Someone providing your organization with a mobile number does not necessarily mean they have agreed to receive text messages.
For example, a resident may provide a mobile number on a rental application because your organization needs contact information. That does not automatically mean the resident has agreed to receive every type of text message your organization may want to send.
Before texting someone, consider:
- Did this person agree to receive texts from our organization?
- Do they understand what types of messages they agreed to receive?
- Is the message we are sending consistent with that consent?
Tell People What They Are Agreeing To
When someone chooses to receive text messages, they should be provided with clear information about what they are agreeing to.
Consent information should explain:
- Who will be sending the messages
- What types of messages they can expect
- That message frequency may vary, when applicable
- That message and data rates may apply
- How they can stop receiving messages
The consent provided should match how your organization actually uses text messaging. For example, if someone agrees to receive account notifications, do not automatically assume that consent also includes marketing or promotional messages.
How PropertyBoss Helps Manage Consent
PropertyBoss provides the consent options and disclosures presented to tenants through the Tenant Portal and maintains a record of the consent choices they make.
This means your organization does not need to create or maintain the Tenant Portal consent pages or determine what consent language is displayed there.
Your responsibility is to respect the tenant's choices. When using text messaging through PropertyBoss, make sure your messaging is consistent with the consent the tenant has provided and honor any applicable opt out requests.
If your organization collects consent through another method or uses texting outside of the consent options provided through the Tenant Portal, you are responsible for making sure those practices meet the requirements that apply to your organization.
How PropertyBoss Helps Maintain Consent Records
PropertyBoss maintains records of the texting consent choices tenants make through the Tenant Portal, giving your organization a record of their communication preferences.
This means your organization does not need to separately create or maintain records for consent collected through the PropertyBoss Tenant Portal.
Your responsibility is to follow the consent recorded in PropertyBoss. Before sending text messages, make sure the recipient has provided the appropriate consent for the type of message you plan to send.
If your organization collects consent outside of the PropertyBoss Tenant Portal, you are responsible for maintaining appropriate records of that consent.
Keep Consent Specific
Consent for one type of text message should not automatically be treated as permission to send every type of message. For example:
- Events: A tenant agrees to receive event related text messages. That consent should not automatically be treated as permission to send marketing messages.
- Account notifications: A tenant agrees to receive account related notifications. Make sure other types of messages are covered by the consent they have provided before sending them.
- Marketing: Marketing and promotional messages may have different or additional consent requirements. Do not assume that permission to send operational alert messages also includes permission to send marketing messages.
A simple rule to remember is: Send the types of messages the recipient agreed to receive.
What If Consent Changes?
A recipient's preferences can change. If someone withdraws consent or opts out of applicable text messages, respect that choice. Do not continue sending applicable messages simply because the person previously gave consent.
For more information, see STOP Means STOP: Managing Text Message Opt Outs.
Your Responsibility as the Message Sender
PropertyBoss provides text messaging functionality through Twilio, including built in consent options and consent recordkeeping through the Tenant Portal. Your organization remains responsible for using texting in accordance with the consent provided by each recipient and for following applicable laws, regulations, wireless carrier requirements, and Twilio policies.
These 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.