Text message reminders and consent
A text step only goes out to a customer who has opted in. Everyone else's text step is skipped, with the reason recorded, and not retried.
Why a text gets skipped
- Text messaging (Twilio) is not set up for your workspace yet.
- The customer has no phone number on file.
- The customer has not opted in to SMS.
A skipped text step is not retried later; the rest of the schedule carries on as normal.
The keywords
These match the carrier's own reserved words, not ones we invented, so our record agrees with what the phone network already did.
- Opt out: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, REVOKE, OPTOUT.
- Opt in: YES, START, UNSTOP, JOIN, Y, OPTIN.
- HELP or INFO asks the carrier for help text; it does not change consent either way.
Only a reply that is exactly one of these words counts, punctuation and case aside. "Stop sending invoices to the wrong address" is a sentence, not an opt-out.
Cost
Texts are passed on at carrier cost, with no markup. Billing for texts is manual today: the line is added by hand from the real carrier bill, not estimated.
See the status
Open Dashboard, then SMS consent, for who has opted in, opted out, or never replied either way.
Stuck? Write to hello@getcollectly.app, replies within one business day. See more help pages or how we handle your data.