When your organization is getting started with Text Messaging in Neon CRM, one of the largest tasks is gathering consent from your constituents so that you can begin sending them text messages.
Your checklist to get started with Text Messaging
- Follow the steps in our Application Process guide (click here) to set up Text Messaging and verify your phone number. This step is complete when you receive an email from Neon CRM letting you know that your phone number has been verified.
- If you have constituents who have previously consented to receive text messages from your organization, use the Import Manager to import their SMS/MMS Phone Numbers and SMS/MMS Consent statuses. Click here for a guide to complete this task in the Import Manager. Be sure to fill the SMS/MMS Phone Number and SMS/MMS Consent fields in your spreadsheet for the import.
- Review and update your opt-in confirmation message. Click here for details.
- Add SMS/MMS Opt-in to your Neon CRM forms. Click here for instructions.
- Send an Email Campaign to let constituents know about your new texting program. Instructions here.
Why do I need to obtain consent from constituents before sending a text?
There are several legal regulations protecting consumers from spam and undesired communication. It can always be helpful to review specific legal requirements based on your location, but some regulations that may apply to your organization include:
- TCPA (Telephone Consumer Protection Act) - Requires businesses to obtain written consent before sending any promotional text messages. Text messages must include a clear opt-out option. And messages cannot be sent before 8am or after 9pm in the local time zone.
- CAN-SPAM Act - This act primarily regulates emails, but has some implications for text messaging, as well. It requires all commercial messages to include an opt-out option.
- GDPR (General Data Protection Regulation) - This is a European Union regulation requiring individual consent before sending any marketing material to the constituent.
Do I need to do anything else before starting to gather subscribers?
Once you have received an email from Neon CRM confirming that your Text Messaging number is verified, you're all set to start collecting subscribers! However, there's one thing you may want to check before starting: go to Global Settings > Text Messaging > Opt-in Confirmation Message and double-check that the confirmation message sent to your constituents as they opt-in contains all of the information you want to share. In order to keep your text messaging costs down, Neon CRM will limit you to under 160 characters (one text message segment) and we recommend including your organization name so the recipient knowns who is sending them a message.
How can I start gathering consent?
On Forms, as your constituents complete payments, registrations, surveys, etc.
Our top recommendation is to gather text messaging consent from constituents as they fill out Neon CRM forms - donation forms, membership forms, account forms, event registration forms, volunteer forms, etc. This builds up your text messaging program a bit more slowly, but it the most consistent way to make sure your constituents have the opportunity to opt-in.
When you have activated Text Messaging in Neon CRM, the consent field is automatically added to your events forms (both Legacy and Next Generation Events), volunteer forms, surveys, and legacy donation, membership, and account forms. However, New Forms have the option for you to control when and where you'd like to present the consent fields.
To add or edit this section on new forms, go to Forms & Pages > Forms. Click ... next to the form you want to manage, and select Edit Form.
Inside the second tab on the left-hand side of the Form Builder, Form Editor, find the Data Privacy & Consent section. Drag and drop this section onto your form where you would like it to appear (Note: On donation and membership forms, this section can be added to the Account Information portions of your forms or to an additional page).
Once you've added the section to your form, click on it to open various editing options. You can adjust the title of the section, the consent statement, and whether the consent field is checked on unchecked by default (Note: Be sure to check on consent regulations that apply to your organization. For example, GDPR does not allow for consent field to be pre-checked). You can also choose whether to include additional consent fields and/or a privacy policy statement, if those options are turned on for your Neon CRM system (see Global Settings > Data Privacy & Consent to review and change your settings).
Send an Email Campaign to gather consent from Email Subscribers
Your email subscribers may be some of the most likely candidates to join your Text Messaging program. To send an email campaign to gather subscriptions, first follow the steps above to set up an Account Form that will collect text messaging consent. Then, design and send an email with the form linked easily for constituents to sign up. Click here for a detail walkthrough to send a campaign email. We recommend turning on Email Link Authentication to make signups quick and easy.
Here's an example of the content you could include in this email:
Subject: Stay Connected! Sign up for text updates from <<Organization Name>> 📲
Email Body:
Hi <<First Name>>,
Thank you for supporting <<Organization Name>>! [Add a sentence or two about your mission and how supporters are involved]
To keep you updated on our latest work, events, and urgent actions, we’re excited to invite you to join our text messaging list.
By signing up, you’ll get:
- [Include details about the types of messages you plan to send. Some examples:]
- Timely updates on our programs
- Important announcements
- Details about your classes/workshops/events/etc.
Ready to stay connected on the go? Just click the link below to join our text list!
<<Link to Consent Form>>
Thank you for being a vital part of our mission. Together, we’re making a difference!
Warm regards,
<<Your Name>>
<<Organization Name>>
<<Organization URL>>
Verbal Opt-ins
Verbal opt-ins are ok! If someone agrees to receive messages from you in-person at an event, during a donor visit, during orientation for a class/workshop, etc. you can edit their account in Neon CRM to indicate they have consented. In the case of verbal consent, we also recommend adding either a Note or Activity Record to the constituent's account to record the consent date and method, for a written record of the consent given.
Website Forms
If there's a general interest, volunteer interest, membership signup, or other standard forms linked to your website, make sure to update those forms to include Text Messaging consent.
Paper Forms
If you use paper forms for any routine activities for your organization, consider adding Text Messaging Consent to them, as well. You can periodically enter those consent changes to constituent accounts in the CRM or upload them via the Import Manager if there's a large number of updates to make at once.
Via Text
If a constituent sends you a text message first, they initiate the texting conversation, that is a way for them to give consent to receive messages. It is not permitted, per various regulations, for your organization to send an initial text message requesting consent to send more text messages.
I am moving over to Neon CRM from a different text messaging application, can I keep my subscriber lists?
Yes! If you have written consent from constituents prior to starting to use Text Messaging in Neon CRM, you can import the SMS/MMS Phone Numbers and consent status for your constituents. In this situation, Neon CRM will not send a new confirmation message to subscribers. Click here for a guide to complete this task in the Import Manager. Be sure to fill the SMS/MMS Phone Number and SMS/MMS Consent fields in your spreadsheet for the import.