SMS Consent & Opt-In Documentation
Last updated: March 6, 2026
1. Program Overview
Brand: JPledge
Program name: JPledge SMS Notifications
Use case: Customer care
JPledge is a charitable organization that assists individuals who contact us by phone. After a phone call, our staff may send one-time SMS follow-up messages to the caller. Messages are related exclusively to the caller’s request and may include: confirmation of commitments made by our organization, requests for additional information or documentation, or status updates.
Messages are not marketing, promotional, or recurring. They are manually triggered by our staff on a per-call basis. Message frequency may vary; typical frequency is 1–3 messages per call interaction. Standard message and data rates may apply.
2. Opt-In Method: Verbal Consent
Consent is collected exclusively via verbal opt-in during a live phone call. This is the only opt-in method used. Consent is not collected via a website form, keyword text-in, paper form, or any other method.
Callers reach us by dialing our organization’s phone number, which is published on our website and through our existing community outreach materials.
Verbal Consent Script
When a caller reaches us, they first hear an automated disclosure:
“Thank you for calling. This call may be recorded for quality and training purposes.”
The call is then routed to a staff member. Before ending the call, if the staff member determines that an SMS follow-up is appropriate, the staff member states the following to the caller:
“By providing your phone number, you agree to receive SMS customer care messages from JPledge. Message frequency may vary. Standard message and data rates may apply. Reply STOP to opt out. Reply HELP for help. We will not share your mobile information with third parties for promotional or marketing purposes. You can find our privacy policy and terms of service on our website. Is that okay?”
Our staff proceeds only if the caller verbally agrees. If the caller declines, no message is sent and no phone number is recorded for messaging purposes.
Confirmation SMS
Once the caller verbally agrees, their phone number is recorded and a confirmation SMS is sent:
“JPledge: You have agreed to receive SMS updates from JPledge. Msg freq may vary. Std msg & data rates apply. Reply STOP to opt out, HELP for help.”
Staff Workflow
- A staff member handles the inbound call and discusses the caller’s request.
- If a follow-up SMS is appropriate, the staff member reads the verbal consent script (above) and waits for the caller’s verbal agreement.
- Once the caller agrees, the system sends the confirmation SMS shown above.
- After the call, the staff member opens the call detail page in our internal dashboard, selects a pre-approved message template (or writes a custom message related to the call), and clicks “Send SMS.”
- The system checks the recipient’s opt-out status before sending. If the recipient has previously replied STOP, the message is blocked and not sent.
- The message is delivered and its delivery status (queued, sent, delivered, failed) is tracked automatically.
3. Keywords & Auto-Responses
| Keyword | Auto-Response |
|---|---|
| START (opt-in) | “JPledge: You have opted back in to SMS updates. Msg freq may vary. Std msg & data rates apply. Reply STOP to opt out, HELP for help.” |
| STOP (opt-out) | “JPledge: You have opted out and will receive no further messages.” |
| HELP | “JPledge: For help, please call us at the number that sent this message. Msg & data rates may apply. Reply STOP to opt out.” |
4. Sample Messages
The following are representative examples of messages sent under this program:
Sample 1 — Commitment Confirmation
JPledge: Hi [Name], following up on your call from [Date]. We have approved a commitment of [Amount] to you. Please call us if you need to provide any additional information. Msg & data rates may apply. Reply STOP to opt out.
Sample 2 — Information Request
JPledge: Hi [Name], this is a follow-up regarding your recent request. We need additional information to process your case. Please call us at your earliest convenience. Msg & data rates may apply. Reply STOP to opt out.
5. Required Disclosures
| Brand | JPledge |
| Program Name | JPledge SMS Notifications |
| Use Case | Customer Care |
| Message Frequency | May vary. Typically 1–3 messages per call interaction. Not recurring. |
| Message & Data Rates | Standard message and data rates may apply. |
| Opt-Out | Reply STOP to any message to opt out immediately. |
| Opt-In | Reply START to opt back in. |
| Help | Reply HELP for help, or call us directly. |
| Consent Condition | Consent is not a condition of receiving any assistance or services. |
| Mobile Info Sharing | Your mobile information will not be sold or shared with third parties for promotional or marketing purposes. |
| Privacy Policy | View Privacy Policy |
| Terms & Conditions | View Terms & Conditions |
6. Why There Is No Website Opt-In Form
This program does not use a website opt-in form because messages are sent only as follow-ups to inbound phone calls. The interaction always starts with the caller voluntarily contacting us by phone. Consent is collected verbally during that call using the script documented in Section 2 above. There is no scenario where a message is sent without a preceding phone conversation in which consent was obtained.