Twilio's Messaging Compliance Requirements
Before your school sends text messages through J1 Web, establish a messaging strategy that complies with applicable laws, industry regulations, and Twilio's Messaging Policy. While J1 Web provides tools for managing messaging and recipient preferences, your school is responsible for determining when consent is required, obtaining that consent, and maintaining records that demonstrate compliance.
Determine the Type of Message You are Sending
The type of message determines the level of consent required before sending it.
Informational Messages
Informational messages relate to an action or transaction the recipient has already initiated. Examples include:
Application or admissions updates
Registration or enrollment information
Financial aid notifications
Advising reminders
Class or schedule changes
Billing or payment notifications.
Informational messages require the recipient's prior express consent.
Promotional Messages
Promotional messages advertise, market, or encourage participation in a product, service, event, or cause. Examples include:
Athletic event promotions
Alumni fundraising campaigns
Bookstore promotions
Student life or campus event marketing
Recruitment campaigns unrelated to an existing transaction
Promotional messages require prior express written consent.
Note
If you change the purpose of your messaging (e.g., from advising reminders to athletic promotions), obtain the appropriate consent before sending the new message.
Obtain Recipient Consent
Before sending text messages, determine how your school will obtain recipient consent.
Consent may be collected through methods such as:
Admissions or registration forms
Online forms
Electronic acknowledgments
Written agreements
Other documented opt-in processes
Consent should clearly describe the types of messages the recipients agree to receive.
Do not assume consent applied to all future communications. Consent is specific to the type and purpose of the messages being sent.
Identify Your School
Except during an active text conversation where your identity is already established, identify your school or department in every text messages.
Recipients should immediately recognize who is contacting them.
Provide Opt-Out Instructions
Recipients must be able to stop receiving text messages at any time.
Your welcome message should include instructions for opting out, such as: Reply STOP to unsubscribe.
J1 recognizes the following standard opt-out keywords:
CANCEL
END
OPTOUT
REVOKE
QUIT
STOP
STOPALL
UNSUBSCRIBE
Recipients can opt back in by replying START or YES to the same phone number.
Retain Proof of Consent
Twilio may request documentation showing that recipients consented to receive messages.
J1 records when a recipient's Verified Status changes to Verified, providing a record of consent for that phone number or email address. Consider including these records as part of your school's record retention policy and retain them for as long as recipients continue receiving messages, plus an appropriate time afterward.
If Twilio requests proof of consent, work with your Twilio account representative to determine the required format and submission process.
Review Your Messaging Practices Regularly
Messaging requirements evolve over time. Periodically review your school's messaging practices to ensure:
Consent is being collected appropriately.
Message content matches the consent obtained.
Text messages identify your school.
Welcome messages include opt-out instructions.
Consent records can be made available to Twilio if requested and retained.
Messaging practices remain aligned with current Twilio policies and applicable regulartions.
Your Responsibilities
J1 provides tools to help manage recipient preferences and consent records. Your school is responsible for:
Determining the appropriate consent requirements for each message type.
Obtaining recipient consent before sending messages.
Maintaining records that demonstrate consent.
Honoring recipient opt-out requests.
Complying with applicable laws, regulations, and Twilio's Messaging Policy.