Question 1

Can I send abandoned cart texts without prior consent?

Accepted Answer

Generally no. Even though abandoned cart feels transactional, courts have treated it as marketing under TCPA. Require explicit opt-in at the cart/checkout step ('Text me cart reminders'). Without opt-in, stick to email for abandoned cart. The legal risk isn't worth the marginal recovery rate. Build the opt-in into your checkout UX.

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Question 2

What should I know about Attentive SMS compliance?

Accepted Answer

Five points. Attentive is the largest SMS marketing platform - built compliance-first. Handles double opt-in, STOP/HELP processing automatically. Provides compliant opt-in forms and confirmation templates. Records consent details for legal defense. Costs more than competitors but compliance + deliverability are strong. Best for mid-to-enterprise e-commerce. Pricing: usage-based, typically $500-$5000/month.

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Question 3

What should I know about Postscript SMS compliance?

Accepted Answer

Five points. Postscript: Shopify-focused SMS platform. Compliance-built (double opt-in, STOP/HELP handling, consent records). Tighter Shopify integration than Attentive. Lower pricing than Attentive (good for SMB e-commerce). Good for Shopify stores under $10M revenue. Above that, Attentive's scale features become valuable. Pricing: usage-based, typically $50-$2000/month for SMB.

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Question 4

How do SMS sequences and automations stay compliant?

Accepted Answer

Five rules. All sequences require subscriber to have opted in. Each message identifies sender. Opt-out instructions must remain accessible (typically every message OR every 30 days). Frequency must match opt-in expectations. Respect quiet hours (no marketing SMS 9pm-8am local time). Sequences from compliant platforms (Attentive, Postscript, Klaviyo SMS) include compliance by default.

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Question 5

How often should I send marketing texts?

Accepted Answer

Industry guidance: 2-6 messages per month. Tell subscribers during opt-in (4 messages/month is a common pledge). Higher frequency increases unsubscribes; lower frequency reduces revenue but builds longevity. E-commerce typically sends 2-4 monthly. Information-heavy brands send weekly. Honor the frequency you promised at opt-in. Match your sending pattern to subscriber expectations.

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Question 6

What are SMS deliverability rules and best practices?

Accepted Answer

Six practices. Don't use shortened URLs (carriers block bit.ly, tinyurl). Use brand-recognizable domains. Avoid spam-trigger phrases (FREE, WIN, claim now). Maintain low complaint rates (under 0.5%). Send from short codes or 10DLC (10-digit long codes registered with carriers). Vary message content (carriers throttle repetitive templates). Use compliant SMS platforms with built-in deliverability optimization.

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Question 7

Why are message frequency and timing important for deliverability?

Accepted Answer

Two impacts. Frequency: subscribers fatigue if oversent; high unsubscribe rates damage sender reputation. Timing: carrier filters detect anomalies in sending patterns and may throttle or block. Maintain consistent sending pattern (don't send 50,000 messages then nothing for a month). Send during normal business hours per timezone. Off-hours sending raises spam flags.

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Question 8

What are the permitted hours for sending marketing SMS?

Accepted Answer

TCPA: no marketing calls or texts before 8am or after 9pm local time of recipient. Some states stricter (e.g., Florida 8am-8pm). Industry best practice: 9am-8pm subscriber local time. Honor timezone differences - segment lists by timezone or use platforms that send by recipient timezone. Violating quiet hours is a TCPA violation; honor strictly.

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Question 9

How do I reduce unsubscribe rates in SMS campaigns?

Accepted Answer

Six tactics. Send 2-4 messages per month (honor frequency promised at opt-in). Personalize when possible (use first name, behavioral triggers). Segment by engagement (don't text inactives). Lead with value (exclusive offer, important info). Use proper timing (avoid quiet hours, weekends if your audience prefers weekdays). Test send times. Industry benchmark: under 1% unsubscribe rate per send.

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Question 10

What makes an SMS message look spammy or non-compliant?

Accepted Answer

Six signals. ALL CAPS messages. Excessive emojis or punctuation (FREE!!! 🎉🎉🎉). Shortened URLs (bit.ly, tinyurl). Generic 'Congrats! You won!' content. Promotional content without prior consent. Missing opt-out instructions. Misleading from-name. Carriers' ML filters catch these; engaged subscribers report them as spam. Spam complaints damage sender reputation across all subscribers.

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Question 11

What records should I keep to prove SMS consent?

Accepted Answer

Six data points per subscriber. Timestamp of opt-in. IP address (for web opt-in). Exact opt-in source URL (which page). Exact consent language displayed. Phone number. Type of opt-in (web form, keyword, etc.). Retain for minimum 4 years (TCPA statute of limitations). SMS platforms maintain these records automatically. Without records, you can't defend in court.

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Question 12

What are the key differences between transactional and promotional SMS?

Accepted Answer

Two categories. Transactional: order confirmations, shipping updates, appointment reminders, password resets - directly related to a transaction/relationship. Allowed under implied consent. Promotional: marketing offers, sale announcements, new product launches - requires express opt-in. Categories matter for compliance, content rules, and frequency. Mixing categories under one consent grant can expose to liability.

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Question 13

What are online reviews?

Accepted Answer

User-generated assessments of products, services, or businesses published on review platforms (Google, Yelp, Trustpilot, Amazon, Facebook), e-commerce sites (product reviews), or social media. Combine star rating + written feedback. Critical trust signal - 95% of consumers read reviews before purchasing. Reviews function as social proof, SEO signal, and conversion driver simultaneously.