Share service updates with customers with SMS for utilities

Frequently asked questions

• 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”.

• 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.

   

• How can utility companies use a mass messaging service?

  • Send payment and renewal reminders

  • Send SMS alerts to keep customers informed of usage or outage alerts

  • Send emergency alerts

  • Gather feedback

  • Increase customer satisfaction and engagement by sending personalized messages

  • Help contacts get in touch with a customer service representative

• What are the benefits of using SMS for utilities?

  • Reduce overdue payments when you notify customers of outstanding utility bills

  • Send renewal reminders instantly

  • Improve customer service and the morale of your customer support team

  • Texting is the preferred communication channel for many customers