Sending appointment reminders and promos the right way: consent, STOP and 10DLC
What US service businesses need to know about texting clients: getting consent, honoring STOP, 10DLC registration, and transactional vs. marketing texts.
Short answer: To text clients properly in the US: only text people who agreed, name your business in the message, always honor STOP replies, and send from a 10DLC-registered number. Marketing texts need clearer consent than appointment reminders.
Transactional vs. marketing texts
| Type | Examples | Consent needed |
|---|---|---|
| Transactional | Booking confirmations, reminders, schedule changes | Client gave their number when booking and was told |
| Marketing | Promotions, come-back offers, holiday messages | Clear opt-in, usually a separate checkbox |
How to collect consent
- On your booking page: "I agree to receive appointment text messages from [shop name]."
- A separate, unchecked box for promotions.
- A note: "Message and data rates may apply. Reply STOP to opt out."
- Keep a record of when and how each client opted in.
What is 10DLC and why does it matter?
US carriers require businesses to register their brand and message types before texting from standard 10-digit numbers. Unregistered numbers may be blocked, filtered or charged more. Texting providers usually handle registration together with the business.
Tips for better messages
- Start with your shop name.
- Keep it short, one idea.
- No ALL CAPS and few special characters.
- Send at reasonable hours.
- Don't send promotions too often.
Watch your text allowance
Texts cost real money, so most software includes a monthly allowance by plan. Kashela includes a monthly text allowance, pauses sending by default when it runs out and notifies the owner, and only bills extra texts if the owner allows it. See salon pricing.
This is general information, not legal advice. Messaging rules may change.
Frequently asked questions
What is 10DLC?
A registration system US carriers require for businesses texting from ordinary 10-digit numbers. Texts from unregistered numbers are more likely to be blocked or filtered.
Do appointment reminders need consent?
They should. Clients give their number when booking and are told they'll get reminders. Marketing texts need clearer consent.
What if a client replies STOP?
Stop texting that number immediately. A good texting system handles this automatically.