Twilio A2P 10DLC Campaign Verification

SMS Consent Collection Methods and Examples

Campaign Overview

Brand: Hotline Software LLC

Campaign Use Case: Low Volume Mixed

Purpose: Automated SMS notifications for field service appointments and work status updates

Campaign Scope

This campaign enables service providers (plumbers, landscapers, cleaners, contractors) to send automated text messages to their clients about appointments, work status, and service completion through the Project Hotline platform.

Method 1: Website/App Opt-In Form

Clients provide consent when booking services through the service provider's website or mobile app.

Service Booking Form

Required Elements Present:
  • Clear identification of sender (Service Provider + Project Hotline)
  • Message frequency disclosure
  • Message and data rates disclosure
  • Opt-out instructions (STOP)
  • Links to Terms and Privacy Policy

Method 2: Verbal Phone Consent

Service providers obtain consent during phone bookings using this script:

Phone Booking Script

"Before we confirm your appointment, I'd like to offer you our text message updates. Would you like to receive automated text messages from [Service Provider Name] via Project Hotline about your appointment times, when our technician is on the way, and when work is completed? You'll receive about 2-5 messages per service visit. Standard message and data rates may apply. You can opt out anytime by replying STOP to any message. Our privacy policy is available at hotlinesoftware.app/privacy."

Customer Response: "Yes, that would be helpful."

Staff Confirmation: "Great! I've added your phone number to receive text updates. You'll get a confirmation message shortly."

Documentation Requirements

All verbal consents are logged in our CRM system with:

  • Date and time of consent
  • Phone number opted in
  • Staff member who obtained consent
  • Service appointment details

Method 3: Paper Service Agreement

Clients provide consent via paper forms during in-person service agreements:

SERVICE AGREEMENT

Customer: _________________________

Service Date: _________________________

Phone Number: _________________________

SMS NOTIFICATION CONSENT

✓

YES, I consent to receive automated text messages from [Service Provider Name] via Project Hotline about my service appointments, technician arrival times, and work completion. Message frequency varies (typically 2-5 messages per appointment). Message & data rates may apply. Text STOP to cancel. Terms at hotlinesoftware.app/terms. Privacy at hotlinesoftware.app/privacy.

Signature: _________________________ Date: _____________

Message Types & Dynamic Templates

Messages are dynamically generated based on service provider information and appointment details. All messages follow these patterns:

Appointment Reminders

Template Pattern:
[Service Provider Name]: Reminder - Your [service type] is scheduled for [date] at [time]. [Optional: Technician name]. [Optional: Special instructions]. Reply STOP to opt out.
Example variations:
  • "ABC Plumbing: Reminder - Your plumbing service is scheduled for tomorrow at 2:00 PM."
  • "Green Lawn Care: Your lawn service is scheduled for Thursday. Weather permitting 9-11 AM."
  • "XYZ Electric: Mike will arrive tomorrow between 1-3 PM for your electrical inspection."

Technician Dispatch Notifications

Template Pattern:
[Service Provider]: [Technician name/Your technician] is on the way. ETA: [time/minutes]. [Optional: Vehicle description]. [Optional: Contact number]. Reply STOP to opt out.
Example variations:
  • "Cool Air HVAC: Tech Sarah is on the way. ETA: 20 minutes."
  • "ABC Plumbing: Your technician is en route. Should arrive by 3:30 PM."
  • "Quick Fix Repair: John is heading your way now in our blue van. ETA 15 min."

Service Updates

Template Pattern:
[Service Provider]: Update - [Work status/progress]. [Optional: Next steps]. [Optional: Time estimate]. Reply STOP to opt out.
Example variations:
  • "ABC Plumbing: Update - Leak identified, beginning repair. Est. 1 hour."
  • "Green Lawn: Mowing complete. Now applying fertilizer treatment."
  • "XYZ Electric: Inspection passed! Preparing final paperwork."

Completion Notifications

Template Pattern:
[Service Provider]: Work completed at [property/address]. [Optional: Invoice details]. [Optional: Follow-up info]. Text STOP to unsubscribe.
Example variations:
  • "Cool Air HVAC: AC repair completed. Invoice #1234 sent to your email."
  • "ABC Plumbing: Service complete at Main St. Thank you for your business!"
  • "Green Lawn: Today's service is finished. See you next month!"

⚠️ Dynamic Content Guidelines

  • All messages clearly identify the service provider by name
  • Content is customized based on actual service details
  • No marketing or promotional content included
  • Opt-out instructions included periodically (not required in every message)
  • Messages are conversational and relevant to the specific service

Compliance & Best Practices

✓ Consumer Protection Compliance

  • All 3 consent methods clearly identify both the service provider and Project Hotline platform
  • Message frequency is disclosed in all opt-in methods
  • "Message and data rates may apply" included in all consent language
  • Clear opt-out instructions provided (STOP keyword)
  • Links to Terms of Service and Privacy Policy provided

⚠️ Important Notes

  • Consent is NEVER inferred from business card exchange
  • Consent is NEVER assumed from service completion
  • Each service provider maintains their own consent records
  • All opt-outs are processed immediately and permanently
  • No marketing messages are sent through this campaign

✓ Data Handling & Privacy

  • All phone numbers are encrypted at rest
  • Consent records are maintained for 4 years
  • No phone numbers are shared with third parties
  • Service providers can only message their own clients
  • Full audit trail maintained for all messages

Verification Contact

For verification inquiries regarding this A2P 10DLC campaign:

Email: mail@hotlinesoftware.app

Business Name: Hotline Software LLC

Campaign ID: CM32e4ec47823a2ee06936b39f53e33f6a

Brand ID: BN6577c611803523ca139304cf09ff273d