Did you know just one non-compliant SMS can cost your business up to $1,500 per message in the United States?
If your team uses Salesforce to manage SMS marketing or transactional messages, then compliance isn’t optional—it’s mission-criticall to staying compliant and maintaining customer trust.
What Does SMS Opt-In Mean?
SMS opt-in means the customer has actively agreed to receive text messages from your business.
In the US, this isn’t just a nice-to-have—it’s required by law before sending promotional texts.
A best practice is to use a double opt-in process. Here’s how it works:
How Double Opt-In Works:
- A user submits their number through a web form (e.g. to get a discount, sign up, etc.)
- They receive an SMS:
“Reply YES to get updates and offers from [Your Brand].”
- The user replies with “YES” — confirming they truly want to hear from you.
Salesforce Tip: Use a custom checkbox like SMS_OptIn__c on Leads or Contacts. Automate updates using Flow or Process Builder when double opt-in is confirmed.
How to Collect SMS Opt-Ins in Salesforce?
Salesforce provides multiple ways to capture compliant SMS opt-ins:
- Web forms with a checked consent box synced to Salesforce fields
- Keyword-based opt-in, e.g., “Text START to 12345” via your Native Salesforce SMS app like (Message Blink)
- Consent via chatbot/live chat, synced to CRM fields
- Campaign flows or process automations that log consent as a custom object
Important: Each opt-in must be linked to a specific purpose. One opt-in doesn’t give you blanket permission for future messages across all campaigns.
What Is SMS Opt-Out?
SMS opt-out allows users to unsubscribe from text messages. Under US regulations like TCPA and CTIA, companies must provide clear instructions on how to stop receiving messages, typically using the keyword “STOP.”
➤ Example
“Thanks for signing up! Expect 2–4 messages per month. Text STOP to unsubscribe”
Once someone texts “STOP”:
- You must stop all further marketing texts
- Their record in Salesforce should be updated (e.g., SMS_Status__c = Opted Out)
- Optionally, send a confirmation of their unsubscribe
💡 Pro Tip: In Salesforce, Use a field like SMS_Status__c to track opt-outs. Log the time and date using a custom object for compliance audits.
U.S. SMS Compliance Laws (You Must Follow)
Here’s a breakdown of the major US regulations—and what they mean for Salesforce SMS users:
1. TCPA (Telephone Consumer Protection Act)
- Requires prior express written consent for marketing messages
- You can’t text someone asking for permission — that itself is illegal
- Consent must be logged with a timestamp (use custom fields/objects in Salesforce)
- Fines range from $500 to $1,500 per message
In Salesforce: Use a checkbox field like SMS_OptIn__c and store the opt-in date in a related object
2. CTIA Guidelines (Carrier Rules)
- Recommend double opt-in
- Require clear opt-out instructions in every SMS
- Each opt-in must be campaign-specific
- Carriers may block messages, even if you’re legally compliant
✅ Always include “Text STOP to unsubscribe” in your messages.
3. CAN-SPAM (for commercial messages)
- Messages must be clearly labelled as promotional
- Must include an opt-out option
- Applies even if leads are already in your Salesforce CRM
Don’t assume relationship = consent. Use a dedicated SMS opt-in checkbox on your lead forms.
4. CCPA (California Consumer Privacy Act)
Applies if you:
- Serve California residents
- Generate $25M+ in revenue
- Handle 50,000+ customer records
Must:
- Provide a clear SMS opt-in & opt-out options
- Disclose how data is used (in your privacy policy)
- Offer a “Do Not Sell My Personal Information” option if applicable
🔐 Salesforce Tip: Track CCPA preferences using fields like CCPA_OptOut__c
5 Effective SMS Opt-In Message Examples
Keyword-Based Opt-Ins (Text-to-Join)
Let customers text a specific keyword (like “JOIN” or “DEMO”) to sign up
For example:
“Text JOIN to 21525 to receive prescription alerts.”
Salesforce-native apps like Message Blink allow you to configure and automate keyword-based opt-ins directly inside your CRM.
💡 Pro Tip: Automate keyword tracking using Flows to tag Leads or Contacts with SMS_OptIn__c = TRUE.
Consent Checkbox on Forms
Web forms are a direct way to gather mobile numbers and SMS consent during lead capture. Add a checkbox to your Salesforce-connected form that clearly states what the user is opting in to.
Example text:
“I agree to receive SMS updates from [Company Name]. Message & data rates may apply. Text STOP to unsubscribe.”
To comply with CCPA, if you sell data, include a separate checkbox that says:
“I permit the sale of my personal information.”
You can sync form submissions directly into Salesforce as new Leads or Contacts and trigger opt-in tracking automatically.
Website Pop-Ups (With Incentives)
Pop-ups can boost opt-in rates by catching attention at the right moment—especially when paired with an offer. Offer discounts in exchange for SMS signups.
Example:
“Get 15% off your first order! Sign up for SMS alerts.”
Use Salesforce-integrated marketing tools to auto-log opt-ins with campaign attribution.
Website Footers or Static CTA Sections
For a subtle, always-available opt-in option, add a form or keyword call-to-action to your site’s footer or a fixed section on key pages.
Example:
“Want exclusive offers? Text SAVE20 to 12345 or sign up here to receive texts.”
QR Code Opt-In Campaigns
Link your QR code to an opt-in landing page or pre-filled SMS message, allowing users to subscribe in seconds.
Use Cases:
- Flyers, product packaging, events, retail signage
- Scan-and-text workflows with instant opt-in
Salesforce Tip: Track QR scans and opt-ins by embedding UTM parameters or campaign IDs to identify source channels in your CRM.
SMS Compliance Best Practices (Quick Checklist)
To keep your campaigns compliant and customer-friendly, always:
- Collect written opt-in before sending marketing texts
- Use double opt-in for higher protection
- Always include clear opt-out instructions
- Process opt-outs immediately and block future texts
- Re-confirm consent if inactive >18 months
- Limit messages (2–4/month recommended)
- Only send during 9 AM–8 PM (recipient’s local time)
- Identify your brand in each SMS
- Link to your privacy policy at sign-up
- Use native Salesforce tools to automate compliance workflows
- Protect personal data and manage opt-out lists
Simplifying SMS Compliance with Message Blink for Salesforce
Texting is a powerful tool—but if you’re not following the rules, it can be costly.
By implementing proper opt-in and opt-out systems inside Salesforce and using tools like Message Blink, you can protect your business, build trust, and drive meaningful engagement—all while staying fully compliant.
📚 Compliance Resources
Looking to go deeper? Here are two official Salesforce resources worth checking:
Messaging Regulations Guide
“Messaging considerations will differ by geography and carrier…”
🔗 Read on Salesforce Help »MobileConnect U.S. Compliance Guide
Covers opt-in rules, message content, and sending restrictions.
🔗 View the guide »
