Text Message Opt-in Paths

Overview

Text messages are a great option to communicate in today’s digital world, and we believe it is a customer service advantage to be able to easily communicate via text message with consumers who prefer it. We have built Knock to be the ideal customer service platform for handling all communication, including text message, while helping you stay compliant.

Federal and some state laws strictly limit certain communications between businesses and consumers.  For example, the federal Telephone Consumer Protection Act (“TCPA”) requires prior express consent to send informational text messages by automated dialing systems. The TCPA requires prior express written consent (containing specific disclosures and meeting other requirements) to send marketing text messages by automated dialing systems.

Opt-in Methods

Below are the various ways prospects can opt in to communicating by text through the Knock platform.

Knock Forms

In each of the below 9 cases, the prospect has the option to opt in by providing prior express written consent via a simple Knock-provided consent form.

Completing this form will allow the prospect to receive text messages, including for marketing or promotional purposes. The form contains the following standard opt in language:

How can the prospect get this form?

1. Phone call to tracking line (request text). Prospects who call a Knock tracking number are greeted with an automated message through which they can request a text. The text Knock sends provides a link to view more details about the property. If the prospect is not opted in, the link will prompt the Knock-provided consent form.

    

2. Email footer - Auto-response. When prospects send an email to a Knock tracking email for the first time, they will receive an auto-response via email with options to schedule a tour, view availability, or respond with a message. The email also contains a footer/signature at the bottom with a link “Rather text? Opt-in here.” This links to the Knock-provided consent form where the prospect can opt-in.

3. Email footer - Manual message. All manual emails sent from the Knock platform contain a footer/signature at the bottom with a link “Rather text? Opt-in here.” This links to the Knock-provided consent form where the prospect can opt-in.

4. Shareable Opt-in link. From within the Knock message composer, there is a power tool icon that will generate an opt-in link with just a click. Clicking this icon will populate a link that can be sent via email, chat, or Facebook message to a prospect. This links to the Knock-provided consent form where the prospect can opt-in.

5. Knock Scheduling form. All Knock-provided “Schedule a tour” forms will obtain prior express written consent when completed.

6. Knock Contact form. All Knock-provided “Contact us” forms will obtain prior express written consent when completed.

7. Knock “Request a Text” form. All Knock-provided “Request a Text” forms will obtain prior express written consent when completed.

8. Knock “Something else” chatbot form. When prospects are communicating with our Chatbot, they may not see the information they are looking for in our menu. They can select the “Something else” button. The Knock-provided Chat-bot form will obtain prior express written consent when completed.

3rd Party Form

Select ILS partners are able to use the Knock scheduling API to provide instant tour booking as an option on their website. In the Knock scheduling API, ILS partners are able to set smsConsent to true which will opt prospects into receiving text messages from the property. Since these forms are outside of Knock's control, it is up to the ILS partner to ensure that if they are setting smsConsent to true they are including the necessary legal language to opt prospects in.

Text response

The last way a prospect can opt in is by texting one of the community tracking numbers directly. If any prospect who hasn't yet opted in texts a community tracking number, Knock will always respond with the following:

Thank you for contacting ABC Apartments. So we can respond, reply YES or 1 to:

Be contacted at this phone number by text message, and/or by autodialer for any purpose, including marketing, by the property and anyone acting on their behalf. Consent not required to purchase

If the prospect responds with YES  or 1 , the prospect will be opted in and be allowed to receive text messages, including for marketing or promotional purposes.

Stop and Start

• Whenever a prospect opts in, they receive the following text message notifying them they are now opted in and how they can opt out at any time:
  You're all set to text us, respond at any time! If you no longer wish to receive texts from us, reply STOP 

• If the prospect texts STOP at any time, they will immediately be opted out from all text communication from any of the community's tracking numbers. They will receive the following text letting them know and also providing instructions to re-subscribe:
  You have been unsubscribed from receiving text (SMS) messages from us. To re-subscribe, reply START 

• Note in addition to STOP   the following keywords will also opt out the prospect: STOPALL , END , CANCEL , UNSUBSCRIBE . They are all case insensitive (i.e. sTOp  will work just as well as STOP )

• If an opted out prospect texts START  at any time to a community tracking number, we will send them the option to opt back in via text message:

Thank you for contacting ABC Apartments. So we can respond, reply YES or 1 to:

Be contacted at this phone number by text message, and/or by autodialer for any purpose, including marketing, by the property and anyone acting on their behalf. Consent not required to purchase

Learn how to text your prospects/residents here

Disclaimer

If you have questions about your company’s texting communications and content policies, please contact your supervisor for more information. 

This guide is (i) for informational purposes only, not for the purpose of providing legal advice, (ii) subject to change without notice, and (iii) provided without warranty of any kind, express or implied. Knock, Inc. does not monitor, and is not responsible for, the messages and content sent on our platform. All usage of the platform must be in compliance with our Privacy Policy and Terms of Use.

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