Overview
Using text messaging responsibly is a shared process. PropertyBoss provides the tools that manage consent and notification preferences, your organization determines what communications to send and how they are categorized, and tenants control their individual communication choices. Understanding who manages each part can help your organization focus on the responsibilities it controls.
Who Is Responsible for What?
| PropertyBoss | Your Organization | Tenant |
| Provides the built in consent process | Creates the message content | Makes consent choices |
| Presents consent options through the Tenant Portal | Selects the appropriate message category | Chooses notification preferences for applicable categories |
| Maintains consent records collected through the Tenant Portal | Categorizes Marketing messages appropriately | Provides specific consent for Marketing communications |
| Maintains tenant notification preferences | Sends appropriate and relevant content | Can update applicable communication preferences |
| Uses tenant preferences to determine the appropriate delivery method | Respects consent and opt out choices | Can opt out of applicable text messages |
| Provides built in opt out functionality | Handles consent or opt out requests received outside the built in PropertyBoss process | Controls whether and how they respond to communications |
An easy way to remember it: PropertyBoss manages the process. Your organization manages the message. The tenant manages their preferences.
What PropertyBoss Handles
PropertyBoss provides the built in tools that support tenant consent and notification preferences, including:
- Presenting consent options through the Tenant Portal
- Maintaining records of consent choices made through the Tenant Portal
- Maintaining tenant notification preferences
- Using those preferences to determine the appropriate delivery method
- Providing built in opt out functionality
When these choices are made through PropertyBoss, your organization does not need to recreate or separately maintain the built in process.
What Your Organization Controls
Your organization controls the communications you create and how you categorize them. Your responsibilities include:
- Selecting the category that accurately reflects the purpose of the message
- Categorizing Marketing communications appropriately
- Sending appropriate and relevant content
- Avoiding prohibited, misleading, or inappropriate messages
- Using care when communicating sensitive information
- Keeping text messages reasonably short and easy to understand
- Respecting tenant consent and notification preferences
- Appropriately handling consent or opt out requests received outside the built in PropertyBoss process
PropertyBoss manages the preference. You manage the message.
What the Tenant Controls
Tenants make their own consent and notification choices. Depending on the options available for a communication category, tenants may choose how they prefer to receive applicable communications, such as by text or email. They can also make applicable opt out choices and control whether and how they respond to the communications they receive. For example, one tenant may choose to receive Account communications by text while another may choose email.
How Preferences Affect Delivery and Response
Your organization does not need to know each tenant's individual text or email preference before sending a communication. Your responsibility is to select the correct category. PropertyBoss uses the tenant's applicable preferences to determine how the communication is delivered.
Because tenants control their notification preferences, your organization cannot guarantee that every communication will be delivered by text or that every recipient will see or respond to a message at the same rate.
If a communication requires action or a response, keep in mind that the recipient's preferred delivery method may affect when they see and respond to it.
Important Compliance Principles to Remember
Even when PropertyBoss handles the process, it is important to understand the rules that affect the messages you send.
- Consent matters. Having someone's phone number does not automatically provide permission to send every type of communication.
- Categories matter. Choose Alerts, Account, Events, Other, or Marketing based on the purpose of the communication, not the delivery method you want.
- Marketing requires special attention. Tenants must provide consent for Marketing communications. Marketing content should not be placed in another category to avoid the tenant's Marketing consent choice.
- Opt outs matter. Do not intentionally work around an applicable opt out request.
- Notification preferences belong to the tenant. Your organization selects the appropriate communication category. The tenant's preferences help determine how the communication is delivered.
When Your Organization Needs to Take Action
PropertyBoss manages consent and preference information collected through the functionality it provides. If your organization collects consent outside of the PropertyBoss Tenant Portal or receives an opt out request through another method, your organization is responsible for making sure that information is handled appropriately.
This also applies if your organization communicates through texting systems or other services outside of PropertyBoss.
The Bottom Line
When using PropertyBoss messaging, focus on what your organization controls:
- Choose the right category.
- Send appropriate content.
- Respect the recipient's choices.
- Do not try to work around consent, opt outs, or notification preferences.
PropertyBoss manages the 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.