The Opt-In Process

Double and Single Opt-In

In order to send recurring messaging to a mobile subscriber, the subscriber must be opted-in to receive those messages. The cloudwi.re SMS API is built to keep you compliant. However, the developer may choose how they want to opt-in subscribers in the Send Opt-In method. We highly recommend reading all compliance guides.

As a reminder, if you are sending alerts such as banking notifications or appointment reminders, you can contact us at support@cloudwi.re to enable one-time alerts that do not require an opt-in confirmation.

To see flow charts of the opt-in/out process with or without keywords, click here.

Single Opt-In (Handset Initiated)

Single opt-in does not require any additional actions by the mobile subscriber. The mobile subscriber receives a confirmation that they have opted-in to the store and the store can now send recurring messaging. The cloudwi.re SMS API automates single opt-in and delivers the opt-in confirmation template.

A single opt-in can be generated in two ways. First, the subscriber can send a mobile originated keyword to one of the marketing short codes. If that keyword is designated as an opt-in keyword, an opt-in confirmation message will be delivered to the subscriber. That compliant message flow and confirmation language will look like this:

Subscriber Handset: {Keyword}
Short Code: You Opted-in to {Store Name} {Program Name}!
Msg&Data rates may apply.
{Message frequency}
Reply HELP for help, STOP to cancel.

The “program name” should be a single word to define the kind of alerts, e.g. “Account Alerts,” “News Alerts,” “Coupons” etc.

The message frequency must be specific, but can be any interval, for example: “1 msg/day,” “4 msgs/month,” “2 msgs/transaction,” etc. If the message frequency will vary based on user interaction, “1 msg/user request” is standard.

Single Opt-In (Non-Handset Initiated Via the SMS API)

The second way is via the API using Send Opt-In. The flow is similar to what you just read above, except the subscriber did not initiate an opt-in keyword to the marketing short code. The Send Opt-In method looks up the subscriber's current opt-in status. If there is no previous subscriber status for the subscriber's mobile number then an opt-in confirmation message is fired to the subscriber and the subscriber's status is changed to opted-in. Single opt-in via the API requires express written consent from the subscriber to be opted-in. For more on what constitutes express written consent read THIS. Except in instances where you capture express written consent, such as a paper form or in employment Agreements, cloudwi.re highly recommends using the double opt-in process. Consult your Legal Advisors if you have questions.

In both instances, recurring messaging may now occur between the subscriber and the store.

Non-Handset Opt-in (Double Opt-in)

Sometimes referred to as two step opt-in, this opt-in method requires the consent of the mobile subscriber via an opt-in request message.

When a user initially signs up by any means other than from a mobile handset, or when express written consent isn't available, a double opt-in process is required. In the Double opt-in, an opt-in request is sent to the subscriber. In order to complete the opt-in process, the subscriber must take action and reply on their handset with a YES or Y to the opt-in request. After that event takes place, the subscriber's status is updated to opted-in and recurring messaging can now occur between the subscriber and the store. A compliant message flow and request/confirmation languag will look like this:

Short Code:{Store Name} {Program Name}.
Reply YES to opt-in.
Msg&data rates may apply.
{Message frequency}
Reply HELP for help, STOP to cancel.
Subscriber Handset: Yes
Short Code: You Opted-in to {Store Name} {Program Name}!
Msg&Data rates may apply.
{Message frequency}
Reply HELP for help, STOP to cancel.

The “program name” should be a single word to define the kind of alerts, e.g. “Account Alerts,” “News Alerts,” “Coupons” etc.

The message frequency must be specific, but can be any interval, for example: “1 msg/day,” “4 msgs/month,” “2 msgs/transaction,” etc. If the message frequency will vary based on user interaction, “1 msg/user request” is standard.

Understanding Subscriber Opt-in Status

There are four subscriber status categories within the SMS API that are important to understand for recurring messaging.

Opted-In

A subscriber who is opted-in can receive recurring messaging from the store. The subscriber can opt-in using an opt-in keyword, or can be opted-in via the SMS API via single or double opt-in. In the double opt-in, a request is sent to the subscriber to opt-in. The subscriber must reply YES or Y in order to complete the opt-in.

Opted-Out

The subscriber who is opted-out cannot receive recurring messaging from the store. If a message is attempted to an opted-out subscriber using Send Message or Send Campaign, the SMS API will block that message and notify you asynchronously that the subscriber is not opted-in.

Pending

The subscriber who is pending has recieved an opt-in request but has not replied YES or Y to it to complete the opt-in process. If a message is attempted to a pending subscriber using Send Message or Send Campaign, the SMS API will block that message and notify you asynchronously that the subscriber is pending. However, you may retry Send Opt-In (The Double Opt-in) again up to 3x to initiate a YES or Y response from the subscriber. After 3 attempts, the subscriber is changed to locked.

Locked

The subscriber who is locked has received an opt-in request from the store 3 times but has failed to reply YES or Y to the request and complete the opt-in process. If a message is attempted to a locked subscriber using Send Message, Send Campaign or Send Opt-In, the SMS API will block that message and notify you asynchronously that the subscriber is locked. However, a locked subscriber can still initiate both opt-in and responder keywords to the SMS API.