Nutshell SMS is only available on Engagement Suite Pro plans
SMS enrollment process
On the Setup > SMS page, you’ll find a step-by-step guide to help you complete the enrollment process. Here's a quick overview:
Click on the ‘Enroll your brand and campaign’ card
This first step includes completing a detailed form that requires specific business and campaign information.
Ensure the information you submit matches exactly what is on your IRS EIN letter. This includes using your company’s full legal name, legal address, and the correct EIN number as listed.
Additionally, you will need to provide information about your chosen business representative who will serve as the point of contact overseeing accountability, quality assurance, and adherence to legal standards.
And lastly, you’ll need to provide campaign-specific information about the type of text messages that you plan to send your leads/customers. This includes:
A description of your texts:
You'll need to include who the sender is, who your recipients are, and why messages are being sent. For example: "We will send a welcome message and a discount offers from Acme Steamroller Company to customers who have opted in. Our team will interact with them via text to answer questions on business requirements."
How end-users will opt-in to receiving messages:
For example: "End users opt-in by visiting www.example.com and adding their phone number. They then check a box agreeing to receive text messages from Acme, Inc. Additionally, end users can also opt-in by texting START to (111) 555-3333 to opt in. Terms and Conditions at www.example.com/tc. Privacy Policy at www.example.com/privacy"
Actual examples of the texts you plan to send:
Example: "Hi! This is Andy from Nutshell. I wanted to see if I could answer any questions about your inquiry for a new warehouse roof. If you’d like to opt out of any other messages, just text STOP in reply to this message."
Once submitted, the registration will be reviewed by our data infrastructure provider. This review process may take from one day to two weeks to approve. Keep an eye on the SMS settings page to view your submission status which will show the respective status of your enrollment i.e. under review, approved, or rejected.
Once approved, you are able to start using your SMS in Nutshell. Here's more information on how to manage SMS in Nutshell.
Privacy policy & terms and conditions requirements
To enroll for Nutshell SMS, it’s important to have term & conditions and privacy policy documents on your website. These documents need to clearly outline how you collect, store, and use personal information for text messaging.
Here's what you need to know to ensure you're ready:
Why you need these documents
These aren't just a best practice—they are a requirement when using SMS. They ensure transparency about your data collection and how you communicate with your users, and it helps you stay compliant with applicable laws.
This requirement is imposed by U.S. cellular carriers to reduce spam on their networks. They will confirm the existence when you enroll in Nutshell SMS
What your terms & conditions and privacy policy should include
Your privacy policy should cover the following key elements:
Consent to receive messages
Users need to agree to receive messages from you before you can contact them via SMS. This should be clearly stated in your privacy policy. Example:
"By providing your phone number, you agree to receive text messages for [insert purpose]. You can opt-out at any time by replying STOP."
How user data is collected and stored
Be transparent about how you collect personal information and where it is stored. Example: "We collect your phone number when you sign up for our service or subscribe to updates. This information is stored securely and will only be used for communication about your account."
Opt-out process
Make sure to explain how users can opt out of receiving future messages. Example:
"To stop receiving text messages from us, reply STOP to any message you receive."
Data security and retention
Your privacy policy should explain how user data is protected and how long it is retained. Example: "Your phone number will be kept in our system only for as long as needed to fulfill the purpose for which it was collected. All data is protected using industry-standard encryption methods."
Compliance with local laws
Your policy should also acknowledge your commitment to complying with local privacy laws (e.g., GDPR, CCPA). Example: "We comply with applicable privacy laws, including GDPR, to protect your personal information."
Example terms & conditions
Here are some boilerplate T&Cs that are in compliance with carrier requirements:
Your company SMS program
1. {Insert program description here; this is simply a brief description of the kinds of messages users can expect to receive when they opt in.}
2. You can cancel the SMS service at any time. Just text "STOP" to the short code. After you send the SMS message "STOP" to us, we will send you an SMS message to confirm that you have been unsubscribed. After this, you will no longer receive SMS messages from us. If you want to join again, just sign up as you did the first time and we will start sending SMS messages to you again.
3. If you are experiencing issues with the messaging program you can reply with the keyword HELP for more assistance, or you can get help directly at {support email address or toll-free number}.
4. Carriers are not liable for delayed or undelivered messages
5. As always, message and data rates may apply for any messages sent to you from us and to us from you. You will receive {message frequency}. If you have any questions about your text plan or data plan, it is best to contact your wireless provider.
6. If you have any questions regarding privacy, please read our privacy policy: {link to privacy policy}
Example privacy policy
Your privacy policy must state something to the effect of:
No mobile information will be shared with third parties/affiliates for marketing/promotional purposes
Wrapping up
Including these points in your website is crucial for ensuring that your messages comply with SMS requirements. Not only does this help with user trust and legal compliance, but it’s also necessary for your Nutshell SMS enrollment to be approved. Our data infrastructure provider requires this as part of their terms to ensure safe, consent-based messaging practices.
By ensuring your privacy policy is up-to-date and includes these key points, you’ll be all set for a smooth SMS enrollment process.
Feel free to email support@nutshell.com for any additional guidance.