When can I text a customer, and what happens if they opt out?

You can text a customer only after they have agreed to texts from your business. Lawnly blocks texts to anyone who has not; email still works. If a customer opts out, only the customer can switch texts back on.

Check a customer's status

Open the customer. SMS Opt-In Status shows Opted-In, Opted-Out, Not Opted In or Unknown, with a line explaining it (for example "Customer replied STOP or was manually opted out").

Record consent

When you add or edit a customer with a phone number, a tile asks whether to opt them in. Tick it only if the customer agreed. On an existing customer with a phone number, choose Mark Opted-In. Lawnly asks you to confirm: "I confirm this customer agreed to receive text messages from us, verbally or in writing." The confirmation is recorded against your account.

When a customer opts out

A customer opts out by replying STOP to a text. Words such as UNSUBSCRIBE also count. After that:

• Their status shows Opted-Out.
• You cannot opt them back in: Mark Opted-In is switched off ("they must opt back in directly").
• They opt back in by replying START to a text. YES also works.
• Every business on Lawnly texts from the same number, and a reply is matched by phone number. So a STOP stops texts to that number from every Lawnly business, and START turns them back on for all of them.

What happens when you send

• Card requests: Send Text Message is switched off when any customer you selected has opted out or has not opted in.
• Quotes and invoices: if you choose text and email, a customer who cannot get texts gets the email only. If you choose text only, Lawnly asks you to confirm the customer's consent first, and for a phone number if none is on file.