The US carriers require an auditable opt-in for every SMS number PoolStamp texts. PoolStamp implements a double opt-in — the customer confirms twice before any receipt SMS goes out. This page explains the flow so you can answer customer questions and troubleshoot.
Step 1 — Operator marks the customer as SMS-eligible
When you enable SMS notifications on a customer (in the mobile app or web admin), PoolStamp does not send anything yet. It queues an opt-in prompt. The customer status becomes "Pending opt-in" in the customer list.
Step 2 — Opt-in message
The next time the customer visits the portal (via a receipt link) or opens the opt-in URL, they see:
PoolStamp will text you a receipt after each visit. Reply STOP anytime to opt out. Msg & data rates may apply.
They tap Yes, text me. This is the first confirmation.
Step 3 — Confirmation SMS
Twilio sends a one-time confirmation SMS:
Reply YES to confirm you want visit receipts from [Business Name]. Reply STOP to opt out.
The customer texts back YES. Only then is their status flipped to Opted-in and future receipt SMSes flow.
STOP / HELP handling
Any reply of STOP, STOPALL, UNSUBSCRIBE, END, QUIT, or CANCEL immediately opts the customer out and Twilio confirms with the carrier-mandated "You have been unsubscribed" message. HELP replies with your business support info. This is handled by PoolStamp — no operator action required.
What breaks it
- Customer never responds to the confirmation SMS (Step 3). They stay in Pending opt-in and no receipts SMS. Send them the portal link again to retry.
- Customer replied
YESmonths ago but then their number changed. Update the phone number in their profile — the double opt-in cycle restarts for the new number.
Auditability
Every state transition — pending → opted-in → opted-out — is logged with timestamp + Twilio message id. In a compliance dispute, you can export the trail from Settings → SMS → Opt-in log.