Opt-In & Privacy Best Practices
The Foundation of Trust
Compliance begins before your first message is ever sent — it starts the moment your customer gives Salesforce SMS opt-in permission. Building a permission-based SMS programme isn’t just about following regulations; it’s about establishing trust and respect with your audience from the very beginning.
In today’s privacy-conscious landscape, proper Salesforce SMS opt-in management protects your organisation from regulatory penalties whilst demonstrating your commitment to customer relationships. Every text message you send should be backed by clear, documented consent to ensure full compliance.
How to Collect Salesforce SMS Opt-In Consent
Implementing robust consent collection processes ensures your SMS campaigns start on solid legal ground. Here are the essential steps to capture and document customer permission effectively:
Add Opt-In Checkboxes
Integrate clear opt-in checkboxes on your Salesforce web forms. The language should be explicit about what customers are consenting to receive, including message frequency and data rates.
Implement Double Opt-In
Strengthen your consent process by sending a confirmation SMS before fully subscribing users. This additional step verifies the mobile number and ensures genuine interest, reducing spam complaints and improving engagement rates.
Document in Salesforce
Capture and store all consent details within Salesforce records. Include the date, time, method of collection, and specific language presented to the customer. This documentation is crucial for compliance audits.
Salesforce SMS Opt-In and Opt-Out Flow
Every recipient must have a clear and immediate way to opt out of your SMS communications. This isn’t merely a legal requirement — it’s a fundamental aspect of respecting customer preferences and maintaining your sender reputation.
When users reply with “STOP,” “UNSUBSCRIBE,” or similar keywords, SMS Ranger automatically updates their Salesforce record in real-time and blocks all further text messages. This instant response ensures compliance with carrier requirements and regulations like TCPA and GDPR.
The opt-out process should be:
- Simple and clearly communicated in every message
- Processed immediately upon receipt
- Confirmed with a final acknowledgement text
- Permanently honoured across all campaigns
Pro Tip
Keep Opt-In Timestamps
Always maintain detailed opt-in timestamps within your Salesforce records. This seemingly simple practice serves as your most powerful defence during compliance audits and carrier reviews.
Your timestamp records should include:
- Date and time of consent
- Source of opt-in (web form, keyword, point of sale)
- IP address or location data where applicable
- Exact consent language presented
These records demonstrate due diligence to regulators, protect your organisation from penalties, and provide valuable evidence should any consent-related disputes arise. Carriers increasingly scrutinise SMS senders, making comprehensive documentation not just best practice — but essential.
