📝 Overview
This guide outlines the compliance standards for sending text messages through your system. It clarifies when an opt-out is required, identifies prohibited topics, and provides best practices for message formatting and delivery to ensure successful and compliant communication with patients.
1️⃣ Opt-Out Requirements
Any message that includes marketing or promotional language must include an opt-out. This includes texts about patient appreciation, giveaways, events, seminars, dinners, or any other marketing-type communication.
✅ Example:
“Text STOP to opt out."
Standard appointment reminders that simply identify the office, date, and time of the appointment do not require an opt-out, as they are transactional (not promotional).
✅ Example:
“Hi John, this is Lisa’s Chiro Office reminding you of your appointment on Thursday, 10/20/25, at 3 PM. Reply YES to confirm.”
⚠️ Avoid vague or motivational messages without office identification or appointment details — carriers may flag these as marketing.
🚫 Example of what not to send:
“Hey Joe, it’s Dr. Spinal! Let’s get your body back to healing and feeling its best. Keep your body strong with regular adjustments! Your next adjustment awaits!”
💬 Important: Be sure to explain to patients that opting out will unsubscribe them from all text communications — not just marketing messages.
2️⃣ Message Content Best Practices
Keep it concise — under 320 characters when possible.
Include your office name at least once per message or thread.
Limit emojis to 1–3 maximum. Too many can trigger filtering or cause encoding issues.
Avoid excessive punctuation, slang, or spam-like formatting (e.g., multiple exclamation marks, ALL CAPS, or emoji strings).
Do not use public URL shorteners (like bit.ly or tinyurl). Use full or branded links.
3️⃣ Prohibited Topics (Immediate Termination Risk)
Messages containing any of the following may be blocked or cause your campaign to be terminated immediately:
🚫 Sexually explicit or suggestive content
🚫 Hate speech or discrimination
🚫 Alcohol, firearms, tobacco (including vaping)
🚫 Drugs or CBD/gummies
🚫 Phishing, scam, or impersonation attempts
⚠️ (Example: a phishing text incident can trigger immediate filtering and campaign termination.)
4️⃣ Deliverability Tips
Send during normal hours (8 AM–8 PM local).
Avoid sending too many messages at once.
Always secure patient consent for receiving texts.
✅ Key Takeaways
Marketing = Must have opt-out
Appointment-only = No opt-out required
1–3 emojis maximum
Avoid SHAFT topics (Sex, Hate, Alcohol, Firearms, Tobacco)
Do not use suspicious or shortened links
Explain to patients that opting out removes them from all text communications, not just marketing messages.
📌 Conclusion
Following these compliance and content standards ensures that all patient communications are professional, secure, and carrier-approved. Adhering to these guidelines will maximize message deliverability, reduce filtering, and maintain compliance across all marketing and transactional communications.