Share service updates with customers with SMS for utilities

Frequently asked questions

• How often should I send payment reminders?

  It's best to send payment reminders at three key times: 7 days before the due date, 1-2 days before, and on the day payment becomes past due. For consistently late customers, you could add a 14-day advance reminder. Make sure to include the amount due, payment methods, and a direct payment link.

• What are some best practices for sending collection day reminders?

  Send reminders 24-48 hours before scheduled pickup, and include specific collection dates, time windows, and any special instructions. Additionally, consider sending confirmation texts after service completion, especially during weather disruptions. 

• Can I use my local number to text?

  Similar to phone calls, text messages must come from a pre-designated number which can be a toll-free or local phone number.

  When you choose a plan, you are automatically assigned a local text number for use. You can enable your own business number for texting, however, you must authorize them to send and receive texts with our carrier before use.

   

• Is mass texting legal?

  As long as you're reaching out to people with the information they want, and you have consent to message them - a mass text messaging service can be a very powerful communication tool for delivering reminders, notifications, and alerts.

  While mass text messaging is by no means illegal, it is heavily restricted. The U.S. government has a long history of regulation, protecting consumer privacy concerning telemarketing and robocalls, and this also extends to text messaging. The most critical piece of legislation narrowing the scope of acceptable telemarketing practices came with the TCPA of 1991, which amended the original Communications Act of 1934. Read more about the act here.

• How can contacts opt-out?

  Text message recipients can use SMS to reply STOP to any message, call recipients can opt out at the end of the message, and anyone can enter a phone number on our opt out page. 

  Additionally, our new Auto Opt-Out feature “reads” the reply messages to help make sure that those not wanting to receive your texts are removed. This type of artificial intelligence (AI) or machine learning can comb through the stream of comments to look for patterns of phrases that show dissatisfaction and a desire to opt out. Since our network handles millions of automated messages, we've collected quite a few that signal an opt out without using the word “stop”.