Text messaging is one of the most effective ways to reach your patients, but it comes with rules. Carrier and legal requirements—like the Telephone Consumer Protection Act (TCPA) in the U.S. and similar rules in Canada—exist to protect consumers from unwanted messages. Following them keeps your messages from being blocked, protects your sending reputation, and builds trust with your patients.
This overview covers the two pillars of compliant SMS in Aesthetix CRM: giving patients a clear way to opt out, and clearly identifying your practice (your sender ID). As the practice sending messages, you are responsible for obtaining proper consent and honoring opt-outs.
For deeper legal guidance, see the SMS & TCPA Compliance guide in the Compliance collection, along with the TCPA Checklist, Texas SMS Marketing Compliance (SB 140), SMS Marketing Opt-Out, and Enhanced Terms & Conditions for Compliance articles.
Legal requirements: The TCPA in the U.S. and comparable rules in Canada require that businesses give people a clear way to opt out of receiving text messages.
Trust and deliverability: Including opt-out instructions and identifying your practice reduces complaints and increases the chance your messages are delivered.
Carrier compliance: Mobile carriers enforce these rules as part of A2P 10DLC registration. If you don't follow them, your messages may be blocked or your account suspended.
Always provide clear opt-out instructions. Every campaign should include a simple opt-out method, such as "Reply STOP to unsubscribe." This is required under U.S. carrier rules.
Include opt-out language regularly. Add opt-out text to the first message you send, and repeat it at least once a month for ongoing campaigns.
Use standard keywords. Carriers automatically recognize opt-out keywords like STOP, UNSUBSCRIBE, CANCEL, and QUIT.
Process opt-outs immediately. When someone replies with an opt-out keyword, stop messaging them right away. Send a confirmation such as "You have been unsubscribed. Reply START to resubscribe."
Respect consent. Only message patients who have agreed to receive texts. For long-standing contact lists, check in roughly every 18 months to confirm they still want to hear from you.
Always include your practice name. Mention your business name in your messages, especially if you use a phone number patients might not recognize. For example: "Hi, this is Aesthetix Med Spa with your appointment reminder."
Be transparent and consistent. Use a sender ID patients will recognize. If you use shared or rotating numbers, including your practice name in every message is even more important.
Do not hide opt-out instructions. Keep them easy to find and clearly worded.
Do not use unregistered sender IDs. Where registration is required, only use approved sender IDs.
Do not continue messaging people who have opted out. Once someone unsubscribes, do not message them again unless they opt back in.
Aesthetix Med Spa: Your monthly update is here. Reply STOP to unsubscribe.
This message clearly identifies the sender and provides a simple opt-out option.
Do I have to include "Reply STOP to unsubscribe" in every message?
No, not in every message. It must appear in your first message and should be repeated regularly—at least once a month. This keeps you compliant and keeps your patients informed.
What happens if someone replies STOP?
Once someone replies with a standard opt-out keyword (like STOP, CANCEL, or UNSUBSCRIBE), you must immediately stop sending them messages. You should also send a confirmation letting them know they've been unsubscribed.
What happens if I don't follow these best practices?
If your messages don't meet carrier or legal requirements, they may be blocked, filtered as spam, or your messaging account could be suspended. It can also damage your practice's reputation with patients.
Where can I find current pricing?
For current pricing, see the pricing page.
