SMS Compliance Settings

What are SMS Compliance Settings?

SMS Compliance Settings help ensure that outbound SMS messages sent through Captivation Hub meet carrier and policy requirements by automatically appending opt out language, such as “Reply STOP to unsubscribe,” and sender identification, such as “Thanks, Alex at Main Street Dental,” when those elements are missing. Enabling these settings helps protect deliverability, reduce filtering risk, and create a more consistent, compliant messaging experience.

Key Benefits of SMS Compliance Settings

These settings support both compliance and practical day to day messaging needs.

Compliance by default: Automatically adds sender identification and opt out language to the first message when those elements are missing.

Reduced carrier filtering: Adds the information carriers expect, helping reduce the chance of messages being blocked.

Brand clarity: Sender identification helps recipients quickly recognize who is texting them, which can improve trust and response rates.

Automated cadence: The every X days setting re-inserts sender identification and opt out language on a recurring schedule, such as every 30 days, to help maintain ongoing compliance.

De-duplication: Prevents duplicate opt out wording when it is already included in your message template.

How to Configure SMS Compliance Settings

Follow these steps to configure opt out language, sender identification, and recurring compliance reminders so your messages stay compliant and deliver more reliably.

1. Log in to your sub-account.
2. From the left menu, click Settings.
3. Click the Phone Numbers tab.
4. Click Messaging from the top menu bar.
5. Toggle Make SMS compliant by adding an opt out message to ON.
6. Click Customize to edit the opt out text.
7. Toggle Make SMS compliant by adding sender information to ON.
8. Toggle Enable periodic opt out and sender info to ON. This setting controls whether the system re-inserts sender information and opt out language in ongoing conversations on a recurring schedule.
9. In Include sender ID and opt out message every [1 to 60] days, enter a value between 1 and 60. Once that interval has passed, the next outbound message to that contact will have the compliance lines re-inserted if they are missing.
10. Click Customize to edit the sender information.
11. Click Save.

Tips, Guidelines, and Rules

The first message in any SMS conversation, including Missed Call Text Back and review requests, will always include both sender identification and opt out language. Example: “Reply STOP to unsubscribe.”

The opt out message will only be added if it is not already included in the message.

Accounts created within the last 15 days cannot disable these settings.

Account users and admins may not be able to disable these settings depending on permissions.

Clear, simple wording improves deliverability and helps avoid content that may be flagged by carriers.

Examples of sender identification:
“Thanks, Jamie at Oak & Co.”
“Team Acme Fitness”

Avoid spam style formatting, excessive emojis, public URL shorteners, and vague business references.

Defaults and Behavior

New sub-accounts: Enabled by default.

Existing sub-accounts: Disabled by default.

First outbound message: Sender information and opt out language are always included on the first outbound message in a conversation, even if periodic insertion is turned off.

Smart Detection for Opt Out Suppression

The system will only suppress re-insertion when it detects a full opt out phrase already included in the message, such as an unsubscribe instruction. It does not suppress insertion just because a single keyword appears in a normal sentence.

Single words like “stop” used in a regular sentence will not prevent sender identification or opt out language from being added.

Examples that should suppress insertion if already present:
“Reply STOP to unsubscribe.”
“Text STOP to opt out.”
“Reply STOP to end.”

Example that should not suppress insertion:
“If this time doesn’t work, stop by tomorrow.”

Frequently Asked Questions

Q: Can I disable sender identification or opt out language?
A: If your account is in trial mode, the location is less than 15 days old, or your user permissions are restricted, you may not be able to disable these settings. We recommend keeping them enabled to support compliance.

Q: What happens if my message already includes opt out language?
A: Captivation Hub will not add duplicate opt out text. It only appends the required line if it is missing.

Q: How do I customize the opt out or sender text?
A: Edit the text fields beside each setting, or click Customize if that option appears in your SMS Compliance settings. Use clear, concise wording such as “Reply STOP to unsubscribe.”

Q: What words are carrier compliant for opt out messages?
A: Standard compliant opt out keywords include STOP, STOPALL, CANCEL, UNSUBSCRIBE, END, and QUIT.