How Quotera ensures proper consent collection and TCPA compliance for SMS communications
Quotera is a business management platform for automotive repair shops. Shop owners use our platform to send two categories of SMS messages to their customers:
Service Messages include appointment confirmations and reminders, work order status updates, estimate and invoice links, payment reminders, and two-way customer conversations. These are sent with standard SMS consent.
Marketing Messages include promotional offers, maintenance service reminders, follow-ups on unsigned estimates or unpaid invoices, declined service reminders, post-service follow-ups, and customer re-engagement campaigns. These require separate marketing consent.
Two-tier consent: Service messages require standard SMS consent. Marketing messages require separate marketing consent, collected through an additional opt-in. Customers can opt out of either category independently by replying STOP.
Customers can book appointments online through each business's public booking page. When they enter their phone number, they see the following consent disclosure before proceeding:
I agree to receive appointment confirmations, service reminders, and work order updates via SMS from [Business Name].
Message frequency varies. Reply STOP to opt out. Message and data rates may apply. Your mobile information will not be shared with third parties for marketing purposes. View our Privacy Policy and SMS Terms.
↑ This checkbox consent appears on Step 2 of the booking form
Consent Action: Customer clicks "Continue" or "Book Appointment" after viewing the disclosure, confirming their consent.
When customers visit the business in person or call to schedule service, business staff collect their phone number and verbally inform them:
↑ Verbal consent script used by business staff
Consent Action: Customer verbally agrees to receive SMS notifications. Business staff only proceeds with SMS if customer confirms consent.
APPOINTMENT CONFIRMATION
Hi John, your appointment at Mike's Auto Shop is confirmed for Dec 15 at 2:00 PM. Reply with questions or text STOP to opt out.
SERVICE COMPLETE
Good news! Your 2018 Honda Civic is ready for pickup. Total: $425.00. View invoice: https://quotera.app/view/abc123 Reply STOP to opt out.
APPOINTMENT REMINDER
Reminder: Your appointment is tomorrow at 10:00 AM for oil change and tire rotation. See you then! Reply STOP to opt out.
ESTIMATE READY
Your estimate is ready! View details: https://quotera.app/view/xyz789 Call us at 555-0100 with questions. Reply STOP to opt out.
PROMOTIONAL OFFER
Mike's Auto Shop: Spring is here! Get 15% off your next oil change. Book now at (555) 123-4567. Reply STOP to opt out. Msg&Data rates may apply.
SERVICE REMINDER
Hi John! It's time for your 2018 Honda Civic's oil change. Regular oil changes keep your engine running smoothly. Schedule with Mike's Auto Shop at (555) 123-4567. Reply STOP to opt out.
DECLINED SERVICE FOLLOW-UP
Hi John, checking in about the brake pad replacement we recommended for your 2018 Honda Civic. Your safety is our priority. Call Mike's Auto Shop at (555) 123-4567 to schedule. Reply STOP to opt out.
CUSTOMER RE-ENGAGEMENT
Hi John, it's been a while since we've seen your 2018 Honda Civic at Mike's Auto Shop. Everything running smoothly? We're here if you need us! Call (555) 123-4567. Reply STOP to opt out.
Customers can text any of these to stop receiving messages:
Response:
"You have successfully been unsubscribed. Reply START to resubscribe."
Customers can text these for assistance:
Response:
"Reply STOP to unsubscribe. Msg&Data Rates May Apply."
Managed by Twilio: Opt-out and help keywords are automatically managed by Twilio's built-in compliance features. All opt-out requests are honored immediately.
Complete privacy policy, terms of service, and SMS communications terms are available at:
See what customers see when they click the link in their SMS notification:
View Live DemoQuestions about SMS compliance? Contact us at legal@quotera.app