--- title: What Guidelines Should I Follow for Texting My Customers Through Engage? description: Learn about best practices and general guidelines for ensuring compliance with TCPA regulations. --- [Skip to content](https://support.jobnimbus.com/what-guidelines-should-i-follow-for-texting-my-customers-through-engage#main-content) English Show submenu for translations [Contact Us](https://support.jobnimbus.com/kb-tickets/new?hsLang=en) ![JN\_Logo\_Long-White@1x.png\]](https://support.jobnimbus.com/hs-fs/hubfs/JN_Logo_Long-White@1x.png?height=40&name=JN_Logo_Long-White@1x.png) Open main navigation Close main navigation - English Show submenu for translations - [Contact Us](https://support.jobnimbus.com/kb-tickets/new) - [Go to the JobNimbus Toolbox](https://www.jobnimbus.com/support/) [Go to the JobNimbus Toolbox](https://www.jobnimbus.com/support/) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://support.jobnimbus.com/?hsLang=en) 2. [Engage](https://support.jobnimbus.com/engage?hsLang=en) 3. [Set-Up](https://support.jobnimbus.com/engage?hsLang=en#set-up) # What Guidelines Should I Follow for Texting My Customers Through Engage? ## Learn about best practices and general guidelines for ensuring compliance with TCPA regulations. Engage users must familiarize themselves with and comply with the **Telephone Consumer Protection Act (TCPA)** and **Twilio Messaging Policy** to maintain the functionality of Engage and guarantee a positive customer experience while interacting with your company. ### What is TCPA? The Telephone Consumer Protection Act, TCPA, enacted in 1991, restricts unsolicited telemarketing calls and faxes, requiring businesses to obtain customer consent, follow [solicitation rules](https://support.jobnimbus.com/hubfs/tcpa-rules.pdf?hsLang=en), and respect the National Do Not Call Registry to avoid legal consequences. Compliance with TCPA guidelines is crucial for businesses engaging with customers through voice calls or texts. ### Texting Guidelines - Recipients have the right to **withdraw their consent** to receive calls or SMS messages in any reasonable manner, **at any time.** - Prior to sending messages to your customer, you *must* **obtain an agreement** from the recipient to communicate with them. You *must* make it clear to the recipient that you intend to **send messages**, and **what type of messages** you are going to send. - You should **keep a record of the consent**, such as a **copy of the document or form** that the message recipient signed. - If you do not send an initial message **within a reasonable time frame** to the recipient, you will need to **reconfirm consent** in the **first message sent to the recipient**. - Companies *must* offer **opt** **out** options.  **💬 All Engage accounts are set up with default opt-out language 💬** If a recipient replies with any of the following, they will *not* receive any more messages from *any* of the connected phone numbers from your Engage sender pool: **STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT** - Upon receiving an opt-out message, our carrier **Twilio** will establish a **block** **list** entry. Subsequently, any further efforts to message the blocked number will result in an **error** response, **preventing** the delivery of any messages. **Note:** - Not all failed messages are solely due to TCPA compliance or message agreement issues. - If you encounter **undelivered** **messages** in Engage, don't hesitate to contact our [Technical Support Team](https://support.jobnimbus.com/how-do-i-contact-technical-support?hsLang=en) for assistance. - **Single** **word** messages *will* trigger the block. For example replying "STOP" *will* stop the customer from **receiving** messages from you, but replying "STOP PLEASE" will *not*. - Customers can opt back into messaging with your Engage numbers by replying with opt-in language.  **💬 All Engage accounts are set up with default opt-in language 💬**  If a recipient replies with any of the following they *will* start receiving messages from you again: **START, YES, and UNSTOP** ### Prohibited Message Categories Certain message types are **strictly** **prohibited** on SMS and MMS platforms in the **US** and **Canada** to maintain a safe messaging environment. Refrain from engaging in the listed forbidden activities, which apply to both message content and business type. For more details refer to [this article](https://help.twilio.com/articles/360045004974-Forbidden-Message-Categories-in-the-US-and-Canada-Short-Code-Toll-Free-and-Long-Code). | **Category** | **Examples** | | --- | --- | | High-risk financial services | - Payday loans - Short term high-interest loans - New loan soliciting - Third-Party loans - Student loans - Cryptocurrency - Stocks and investing platforms | | Third-party lead generation services and marketing | - Companies, NGOs or political campaigns that buy, sell, or share consumer information - Affiliate lending - Affiliate marketing - Deceptive marketing | | Debt collection or forgiveness | - Third-party debt collection - Debt consolidation - Debt reduction - Debt relief - Credit/debt repair | | “Get rich quick” schemes | - Deceptive work-from-home programs - Risk investment opportunities - Pyramid schemes - Mystery Shopping - Multi Level Marketing (MLM) | | Illegal substances/articles | - Cannabis - CBD - Kratom - Paraphernalia products - Vape/E-cigs - Fireworks | | Prescription drugs | - Drugs that require a prescription | | Gambling | - Casino apps - Websites that offer gambling - Sweepstakes - 50/50 Raffles - Contests - Betting/Sports picks | | "S.H.A.F.T." use cases and electronic smoking devices | - Sex - Hate - Alcohol - Firearms - Tobacco - Vape/E-ciggs | #### Messaging Violation Outcomes - Engage users who do not comply with the TCPA or Twilio messaging policy may risk having their communications **blocked** by our carrier, **Twilio**. - If your messages have been blocked due to a **messaging** **violation**, and you believe your messages follow the **rules**, please contact our Technical Support Team. We will gather information and examples from your account to assist you in **resolving** the issue with Twilio and getting your account back on track. This article serves as a valuable resource for understanding the rules, regulations, and best practices for secure messaging. For more in-depth information on messaging compliance and its impact on your business, please refer to the available articles. It is essential to familiarize yourself with relevant laws and industry standards before engaging with consumers to ensure a positive and compliant interaction. 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