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SMS opt-in

How customers opt in to SMS

Published evidence of the consent flow for the A2P 10DLC campaigns of the service businesses that run on Service Routes Pro.

Local service businesses — pest control, HVAC, lawn care — use Service Routes Pro to run their operations, and they text their own customers about service those customers have already arranged. Each business collects its customers' consent itself, using the controls this software provides; Service Routes Pro is the system of record for that consent and the infrastructure the messages travel through. This page documents how a customer is enrolled in those messages, and how they leave.

Two ways to opt in. A customer either gives verbal consent to their service provider, who records it at the time it is given, or turns text updates on themselves in the customer portal. There is no keyword opt-in, no QR code, and no purchased or rented lists.

1. What the customer hears

When a customer arranges service, the office manager reads this aloud before recording anything:

“Would you like text updates about your appointments? We'll send appointment reminders and let you know when your technician is on the way — up to 15 messages per month. Message and data rates may apply. Reply STOP at any time to stop them, or HELP for help. Text updates are not a condition of your service.”

The full program disclosures the script summarizes are published here, without a login: SMS Messaging Program Terms and Privacy Policy.

The same wording is displayed on screen to the office manager at the moment of capture, directly beneath the box they are about to tick. Consent is not a condition of purchase — a customer who declines still receives service.

2. Where the answer is recorded

If the customer says yes, the office manager ticks a box labeled “SMS opt-in — customer gave verbal consent” on that customer's record. This screen is inside our staff-only office application and cannot be reached without a login, so a screenshot of it is published here:

The Add Customer screen in the Service Routes Pro office application, showing the SMS opt-in checkbox unticked by default, labeled 'SMS opt-in — customer gave verbal consent', with the verbal consent script displayed beneath it.
The Add Customer screen. The SMS opt-in box is unticked as the screen opens.

3. Customers can turn it on and off themselves

A customer signed in to the customer portal can grant or withdraw consent at any time under Account → Message Preferences. The switch is labeled “Text me about my appointments” and carries this disclosure:

Appointment reminders, technician-on-the-way alerts, and service updates from your service provider, sent through Service Routes Pro. Up to 15 messages per month. Message and data rates may apply. Reply STOP to any text to cancel, or HELP for help. Consent is not a condition of purchase.

Links to the SMS Messaging Program Terms and the Privacy Policy sit directly beneath that disclosure, on the control itself — not one page away. The switch is off unless the customer turns it on, and turning it off withdraws consent immediately. The portal requires a sign-in, so a screenshot of that screen is published here too:

The Account page of the signed-in customer portal, showing Contact Information, a Message Preferences card with a switch labeled 'Text me about my appointments' and the SMS disclosure beneath it, and Login and Security.
The Account page a signed-in customer sees. Message Preferences sits between their contact details and their login settings.
Close-up of the Message Preferences card: a switch labeled 'Text me about my appointments' above the SMS disclosure text, and a separate switch for email.
The same control up close. The switch both grants and withdraws consent; SMS and email are separate.

4. What the customer receives the moment they opt in

Both paths above send one confirmation text immediately, before any service message. It names the business, what we send, the frequency, the cost, and both keywords:

You're signed up for Contact Pest Control text updates: appointment reminders, technician-on-the-way alerts, and service updates. Up to 15 msgs/month. Msg & data rates may apply. Reply HELP for help. Reply STOP to opt out.

“Contact Pest Control” stands in for the service business the customer arranged service with; the real message carries that business's name. For a customer who consented verbally, this text is also their written record of the program.

5. What happens without consent

The box is unchecked by default, every time the screen opens. Nobody is enrolled by omission. A customer saved without it ticked receives no SMS at all: our platform refuses to send to them, so an unconsented number cannot be texted even by mistake.

Customers may opt out at any time by replying STOP, which is honored immediately, or reply HELP for support contact details.

6. What we send

Appointment reminders the day before and the day of service, technician-on-the-way notifications, reschedule requests, missed-appointment follow-ups, past-due payment reminders, and replies from the business to questions the customer sends. No marketing, promotional, affiliate, or third-party content.

Up to 15 messages per month. That ceiling is the arithmetic of the program: at most three messages per scheduled visit — the day-before reminder, the day-of reminder, and the technician-on-the-way notification — so even weekly service tops out at twelve, leaving room for an occasional reschedule, missed-visit or past-due message. Message and data rates may apply.

Mobile numbers and opt-in data are never sold or shared with third parties for marketing.

Full disclosures

SMS Messaging Program Terms — program description, message frequency, cost, opt-out and HELP keywords, carrier liability.
Privacy Policy — how mobile information is handled, and our statement that it is never sold or shared for marketing.

Questions about this program: [email protected]