Setting up SMS to ensure deliverability
Sending notifications by SMS is a great way to reach your customers where they are. SMS reminders have been proven to reduce no-shows.
As federal regulations for SMS compliance become stricter, YCBM has implemented a number of steps to help ensure your deliverability, and we strongly recommend you follow these tips as you create your SMS reminders to ensure they get through.
1. Double opt-in
Start with the booking form. When you add a Phone Number question type, you are asking for your client's phone number for SMS messages. When they fill in the phone number, that is the first opt-in. The second opt-in will automatically appear as a check-box on your booking form. If your client doesn’t check the box, YCBM will not be able to send an SMS message to them.
2. Opt-out language
YCBM automatically adds the words “Reply STOP to opt-out” at the end of every SMS message that is sent. Please note this will add 22 characters to your message, which could result in it taking up 2 credits, depending on how long your message is (160 characters per SMS credit).
If your client replies “STOP” to your SMS message, we will consider them opted out of future SMS messages from you.
3. Sender Identification
SMS best practice is to clearly identify yourself as the sender in your SMS. For example, "Your booking with [Your Name] from [Your Company] is in 1 hour."
4. Branded URLs
If you include a link in your SMS, avoid using non-branded or public URL shorteners like Bitly. Use your own domain, or the youcanbook.me domain for links to your booking page or to cancel/reschedule.