Understanding SMS Consent: What’s Required and Why It Matters

Overview

MetaFleet uses SMS text messaging to deliver job updates, authorization requests, and service notifications to your customers.
Because these messages are automated, federal law (TCPA) and carrier guidelines (CTIA) require clear, documented consent before any texts are sent.

To protect both your shop and MetaFleet, every customer contact who receives texts must go through a two-step consent process — your collection of permission, and our validation of it.

Why this matters

Sending automated texts without consent can lead to carrier blocking, fines, or loss of messaging privileges.
MetaFleet’s dual-validation process ensures compliance for both you and your customers while maintaining the convenience of real-time updates.

• It protects your shop from regulatory penalties.

• It prevents carriers from flagging or blocking your messages.

• It respects customer privacy and communication preferences.

What’s required from your shop

Your shop is responsible for obtaining and documenting consent before enabling SMS in MetaFleet.

You must:

1. Ask for permission directly from the customer or contact.

   • Example: “Would you like to receive text updates about your service orders or job status?”

2. Record that consent in your own systems or documentation.

   • Add a line in your service contract such as:
     “By signing this agreement, you consent to receive job and service updates via text message from [Shop Name].”

   • Note the consent in your CRM, invoice system, or customer profile (e.g., “SMS consent received from John Smith on 11/11/2025”).

   • Capture consent through an online form, intake document, or email confirmation.

3. Acknowledge consent in MetaFleet

   • When creating or editing a contact, check “Consent Obtained.”

   • This confirms you’ve already secured permission and recorded it elsewhere.

What MetaFleet does

After you’ve marked Consent Obtained, MetaFleet automatically sends a secondary opt-in text to that customer. This text confirms the customer’s choice to receive updates and ensures compliance with carrier and federal standards.

• The customer’s reply (or acknowledgment) completes the consent process.

• Texting does not begin until both steps are complete.

• If the customer replies “STOP” or opts out later, MetaFleet immediately disables texting for that contact.

This dual-validation approach — your consent + our confirmation — provides full traceability and legal coverage for all messaging activity.

Shared responsibility

Best practices

• Always collect consent before toggling Send Text Updates on.

• Include consent language in all customer agreements or onboarding paperwork.

• Store records securely for audit or dispute resolution.

• Immediately disable SMS if a customer opts out or withdraws consent.

• Use clear language — avoid small print or implied consent.

What happens if consent isn’t recorded

• Messages may fail or be blocked by carriers.

• MetaFleet may suspend SMS capabilities for noncompliant accounts.

• Your shop could be held liable under TCPA or CTIA rules.

Compliance protects everyone — it’s not just a checkbox, it’s a safeguard for your business.

Summary

You collect and record consent.
We confirm and track it.
Together, that ensures every SMS sent through MetaFleet is fully compliant, transparent, and customer-approved.