Collect and manage consent for SMS

After you configure your SMS number in HubSpot, you must ensure that you get explicit consent from contacts to communicate with them using SMS.

Contacts can grant explicit consent via specific keywords in an SMS thread. You can also manually opt your contacts to receive SMS messages if they've given their express and verifiable consent.

To use the SMS tool in HubSpot, you must purchase the Marketing SMS Access add-on. Consult the Add-ons section of the Product & Services Catalog for more details and pricing information.

Disclaimer: this page is neither an exhaustive summary of consent requirements nor legal advice for your organization to use in complying with it. Instead, it provides background information to help you better understand SMS consent options and how it can apply to your organization. This information is not the same as legal advice, where an attorney applies the law to your specific circumstances, so you should consult an attorney if you’d like advice on your interpretation of this information or its accuracy.

Keywords to subscribe to SMS messages

Contacts can opt in to receive SMS messages from your business by sending one of the following keywords to your registered SMS number:

• START
• UNSTOP
• SUBSCRIBE

If a contact wants to unsubscribe from messages, they can send a message with any of the following keywords to opt out:

• STOP
• STOPALL
• UNSUBSCRIBE
• CANCEL
• END
• QUIT

After a contact sends a message with one of the opt-in or opt-out keywords above, their subscription status for the SMS channel will be updated automatically. Learn how to review and manage a contact's subscription statuses in the section below.

Manually edit and manage opt-in status for an individual contact

You can manually edit a contact's SMS subscription status from the contact record if you have received their explicit and verifiable consent to receive SMS communications from your business.

To manage opt-in consent for an individual contact:

• In your HubSpot account, navigate to CRM > Contacts.
• Click the name of the contact
• In the left sidebar, under the Communication subscriptions section, click View subscriptions.
• In the right panel, the Subscriptions tab lists a contact's current subscriptions, including any subscriptions to your registered SMS numbers.

• You can also manually subscribe or unsubscribe a contact to SMS messages:
  • To manually subscribe a contact, hover over the associated subscription type and click Subscribe:
    • In the dialog box, click the Legal basis for communicating with contact dropdown menu, then select a legal basis.
    • Enter an explanation for communication consent.
    • Click Save.
  • To manually unsubscribe a contact from receiving SMS messages, hover over the subscription then click Unsubscribe.

Edit and manage opt-in status for multiple contacts

You can edit the SMS subscription status for multiple contacts at once on the contact index page, as long as you've received their explicit and verifiable consent to receive SMS communications from your business.

• In your HubSpot account, navigate to CRM > Contacts.
• Select the checkboxes next to the contacts whose subscriptions you want to update.
• Click the More dropdown menu, then select Edit communication subscriptions.

• In the right panel:
  
  • To manually subscribe a contact, hover over the associated subscription type and click Subscribe:
    • In the dialog box, click the Legal basis for communicating with contact dropdown menu, then select a legal basis.
    • Enter an explanation for communication consent.
    • Click Save.
  • To manually unsubscribe a contact from receiving SMS messages, hover over the subscription then click Unsubscribe.