Get consent first
In the US, you need a person's permission before you send them business texts, and stricter written consent for marketing messages. Good ways to get it: a checkbox on your order form, a customer texting you first, or a clear sign-up where the person enters their number and agrees to receive texts. Keep a record of when and how each person agreed.
Always honor STOP
- Tell people how to opt out in your first message, for example "Reply STOP to unsubscribe".
- When someone replies STOP, UNSUBSCRIBE, CANCEL or a similar word, stop texting them. Carriers watch for messages sent after an opt-out.
- Do not argue or send "are you sure?" follow-ups. One confirmation that they are unsubscribed is enough.
Respect the clock
Text during reasonable hours in the recipient's time zone, roughly 8 am to 9 pm. Some states set stricter hours for marketing texts. Remember that a US number reaches people across six time zones.
Write messages that get delivered
- Say who you are in the first line: "Hi Sam, this is Northwind Trading."
- Keep it short and specific: an order update, an appointment, a reply to their question.
- Avoid public link shorteners; use links on your own domain.
- Avoid all caps, lots of exclamation marks and words typical of spam, such as "free cash" or "act now".
- Never ask for passwords, card numbers or one-time codes by text.
Registration for business texting
US carriers require business texting from local numbers to be registered (10DLC), and toll-free numbers to be verified. Unregistered traffic can be filtered or blocked. Read our 10DLC guide and the messaging policy for what is allowed on HynoConnect numbers.
This guide is general information, not legal advice. All guides