SMS consent, STOP and HELP, and quiet hours
You hold consent for every number you text. Roonly enforces STOP and plain-language opt-outs, quiet hours on the recipient's clock, and never-text rules.
Consent is yours to hold
Texts sent through Roonly are sent by your business, from your business number, to your own customers. Roonly is the tool; you are the sender. Before texting is enabled you sign a messaging compliance addendum that sets out what that means:
- Promotional texts such as win-back offers, upsell offers, and service recommendations require prior express written consent from the customer. Appointment notifications and reminders need appropriate consent for informational messages.
- Every number comes from your own customer relationships and records. Purchased, rented, or scraped lists are never allowed.
- You keep records of who consented, when, and how, and can produce them on request.
- You reflect opt-outs in your own systems and never re-add an opted-out number.
Most signed service agreements only cover transactional texts. At kickoff Roonly gives you consent language for your own customer agreements that adds occasional offers and service recommendations, states that consent is not a condition of purchase, and includes reply STOP to opt out and reply HELP for help. Put it in your signup terms so new customers are covered going forward.
STOP and plain-language opt-outs
Opt-outs are matched in code before the AI ever reads the message. A reply consisting of a standard keyword, such as STOP, UNSUBSCRIBE, CANCEL, END, QUIT, or REMOVE, opts the number out. So does plain language: "please stop texting me," "leave me alone," "take me off your list," and similar phrases all count.
An opt-out is recorded in a ledger for your whole organization, not just one campaign, and it is permanent. Any future draft to that number is blocked at send time, and the campaign results show it as opted out. A reply of START or UNSTOP is the only thing that clears it.
HELP and asking for a person
The consent language you give customers includes reply HELP for help. When a customer asks a question the agent cannot answer from your knowledge, or asks for a person, the thread is flagged for a human and appears in the Callbacks inbox as a Text thread item. The agent does not keep pitching. If a customer replies that they are dealing with a medical, military, or family situation, the agent gives them space instead of an offer.
Quiet hours
Sends are held outside quiet hours, and quiet hours run on the recipient's local clock, worked out from their area code, with your office time zone as the fallback. One campaign can hold customers in several time zones and each is texted in their own window. Quiet hours and opt-outs always apply; there is no setting that turns them off.
Sends also pace themselves at a steady rate per hour, and you can set a daily cap per campaign.
Who is never texted
Roonly blocks these before a draft is written:
- Anyone on the opt-out ledger.
- Anyone with no phone number on file. These drafts are held, never queued.
- Anyone already in a live text conversation with Roonly on another campaign.
- Anyone worked recently or whose thread closed recently.
- Cancellations whose reason marks a sensitive situation, such as a death in the family, bankruptcy, or collections.
- Cancellations newer than the minimum cancel age you set on a winback campaign.
- Door prospects. Field conversations never feed a text campaign.
Pausing and stopping
Pause on any campaign stops new texts and drafts while people mid-conversation still get replies. Archiving a campaign stops all activity and keeps every conversation and result. Roonly also holds an organization-wide kill switch that stops all sending at once.
Related
Still stuck? Contact support.