Consent, quiet hours and STOP: a plain-English checklist

The short version

Text only people who said yes. Text them at reasonable hours in their own timezone. Make it easy to say no, and stop the moment they do. Say who you are. Keep a record of all of it. That’s most of it, and it’s built into every message we send for you.

This is a practical checklist, not legal advice. Talk to your own counsel about your brand’s situation.

1. Consent comes first

A customer has to agree to receive marketing texts from your brand before you text them. In practice that’s the SMS checkbox at checkout or a sign-up form, recorded in Shopify (and in Klaviyo if you connect it).

• No record, no text. We check for a recorded opt-in before every single message, not just the first one.
• Every check is logged. If anyone ever asks why a customer got a text, you can see the consent record behind it.
• Keep your data clean. We rely on the consent data in your store, so keep your sign-up forms honest and your customer records accurate.
• Consent is not a condition of purchase. Customers can buy from you without agreeing to texts.

2. Quiet hours

Texts only go out between 8 AM and 9 PM in the customer’s local time. If a cart is left at 11 PM, the first message waits until morning. The same hours apply when someone on your team replies.

3. Saying no has to be easy

Customers can reply STOP, and they can also say it in their own words: “stop texting me”, “unsubscribe”, “please remove me”. Any opt-out wording counts.

• They get one short confirmation, then silence.
• They are never texted again unless they opt back in, for example by replying START.
• Their opt-out is recorded, and it applies to every flow and every teammate.

One confirmation, then silence. No “are you sure?”, no last offer.

4. Say who’s texting

Every first message names your brand, and the assistant introduces itself as your brand’s text assistant. If someone asks whether they’re talking to a bot, it says yes, plainly. It never claims to be a person. When a teammate steps in, they say who they are.

5. Publish your messaging terms

We host a short messaging terms page for each brand. It covers what customers signed up for, how often they may hear from you, that message and data rates may apply, how to get help (reply HELP or email your support address) and how to stop. Link it from your sign-up form.

6. Register for SMS

If you text Android customers by SMS, US carriers require your brand to be registered first. We prepare and file the registration for you. iMessage doesn’t need it.

7. Delete data when asked

If a customer asks you to delete their data, you can export or erase it from your dashboard.