SMS Consent Flow
This page documents how Symreach collects, verifies, and manages consumer consent for SMS communications. All consent is explicit, voluntary, and revocable.
Web-Based Opt-In (Agent Profile Page)
Each insurance agent using Symreach has a public profile page where consumers can request a consultation. The page includes a clearly labeled, unchecked SMS consent checkbox that the consumer must actively check to opt in. A live example of this form is available at symreach.com/opt-in-demo.
Step 1: Consumer Visits Agent's Profile Page
The consumer navigates to the agent's unique profile page on symreach.com. The page displays the agent's name, agency, and a consultation request form.
Step 2: Consumer Sees the SMS Consent Checkbox
Below the form fields, a separate SMS consent checkbox is displayed. The checkbox is unchecked by default and includes all required disclosures. Consent is not required to complete the consultation request.
Checking the SMS consent box is optional and is not a condition of scheduling a consultation or receiving insurance services.
✅ Compliant Elements
- • Brand/agency name identified
- • Separate, unchecked checkbox
- • Frequency disclosure ("varies")
- • "Message and data rates may apply"
- • Opt-out instructions (STOP)
- • Help instructions (HELP)
- • Privacy Policy link
- • SMS Terms link
- • "Not required" disclosure
ℹ️ Key Details
- • Checkbox default state: unchecked
- • Consumer must actively check the box
- • Consent is tied to the specific agent
- • Form can be submitted without SMS consent
- • Consent timestamp is recorded in the platform
Step 3: Opt-In Confirmation SMS is Sent
When a consumer opts in by checking the SMS consent box, the platform immediately sends a confirmation text message. This is the first message the consumer receives.
✅ Confirmation Message Includes
- • Agency name (Smith Insurance Agency)
- • Platform name (Symreach)
- • Description of message types (appointment reminders, policy updates, follow-ups)
- • Frequency disclosure ("Msg frequency varies")
- • Fee disclosure ("Msg&Data rates may apply")
- • Help instructions ("Reply HELP for support")
- • Opt-out instructions ("Reply STOP to unsubscribe")
- • Privacy policy URL
In-Platform Consent Capture (Agent-Initiated)
When an agent speaks with a consumer by phone and the consumer expresses interest in receiving text updates, the agent logs the consent through Symreach's built-in consent capture tool. The platform then sends a confirmation SMS that the consumer must acknowledge.
Step 1: Agent Logs Consent in the Platform
During a phone consultation, if the consumer agrees to receive text updates, the agent opens the consent capture form in their Symreach dashboard. The form records the consumer's phone number, the consent date/time, and the agent's identity.
Record SMS Consent
By submitting this form, you confirm that the consumer verbally agreed to receive text messages from your agency. A confirmation SMS will be sent immediately.
Step 2: Confirmation SMS Sent to Consumer
The same opt-in confirmation message is sent to the consumer, identical to the web-based flow. This ensures the consumer has a written record of their opt-in with all required disclosures.
Opt-Out Process
Consumers can opt out at any time by replying STOP to any message. Opt-outs are processed immediately by Twilio and Symreach. The consumer is added to a suppression list to prevent any further messaging.
Supported Keywords
STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, OPTOUT, REVOKE
Processing Time
Immediate — handled by Twilio automatically
Re-Subscribe
Consumer can reply START to opt back in
Help Process
Consumers can reply HELP at any time to receive support information and opt-out instructions.
Consent Data Management
What We Record
- ✓ Consumer phone number
- ✓ Consent timestamp (date and time)
- ✓ Consent method (web form or verbal)
- ✓ Agent/agency who collected consent
- ✓ Opt-out timestamp (if applicable)
- ✓ Confirmation SMS delivery status
Data Protection
- ✓ Consent data is never sold or shared
- ✓ Encrypted in transit (TLS) and at rest
- ✓ Opt-outs honored immediately and permanently
- ✓ Suppression lists maintained in real-time
- ✓ Full audit trail for compliance
- ✓ Consumer can request data deletion