SMS COmmunication Policy

SMS COmmunication POLICY

SMS Communication Policy

Company Name: We Can Take It
Effective Date: 04/10/2025
Applies to: All Employees and Contractors
Purpose: To provide clear guidelines on the appropriate and compliant use of SMS (text messaging) for customer and internal communication.

1. Scope of SMS Use

SMS communication may be used for:

• Appointment reminders and confirmations

• Service updates or schedule changes

• Customer support and quick follow-ups

• Promotions or special offers (only with prior consent)

• Internal team coordination (for on-the-go updates)

2. Consent & Compliance

• Customer Consent: SMS may only be sent to customers who have opted in.

• Opt-out: All marketing or promotional messages must include clear opt-out instructions (e.g., "Reply STOP to unsubscribe").

• Privacy: No sensitive personal data (SSNs, credit card numbers, passwords) should ever be sent via SMS.

• Legal Compliance: All SMS communication must comply with laws such as the TCPA (Telephone Consumer Protection Act) and CAN-SPAM (for texts that qualify as marketing).

3. Tone and Professionalism

• All texts must be written in a professional, courteous tone.

• Use proper grammar and avoid slang or abbreviations that could be unclear.

• Personal opinions, jokes, or emojis should be avoided in customer-facing texts.

4. Message Frequency

• Limit frequency of messages to avoid overwhelming customers.

• For marketing texts: no more than 4 per month unless otherwise consented.

5. Recordkeeping

• All SMS communications related to client interaction must be logged or stored for a minimum of 24 months for auditing and customer service purposes.

6. Violations

Non-compliance with this policy may result in:

• Disciplinary action, up to and including termination

• Legal liability for the individual and/or the company