Interactive SMS
Text messaging is a fast and effective way to reach borrowers, with messages often being read more than emails. LoanPro's Interactive SMS tool allows agents to send and receive text messages directly within the LMS.
This article will walk you through how to integrate LoanPro's Interactive SMS tool to improve communication efficiency and borrower engagement.
Before we get into the specifics, check out this demo to see how agents can:
- Send both preset and custom messages to borrowers.
- Receive borrower replies directly in the LMS, with notifications and account flags for easy follow-up.
- Respond quickly to borrower inquiries, all from the same platform.
Getting started
Follow these steps to set up and start using LoanPro's Interactive SMS:
Understand your SMS options
- LoanPro supports two types of messaging: 10DLC (10-digit Long Code) and Short Code.
Make sure your business meets compliance
- Compliance with SMS regulations, including TCPA rules, is critical for avoiding fines. LoanPro provides example templates and other guidance to help you comply with carrier requirements.
Complete the setup process
- Reach out to your regular LoanPro contact to determine whether your business complies with carrier brand requirements (more on that below).
- Submit your brand and campaign information by completing the SMS campaign application (see dropdown below for form field descriptions). LoanPro will handle the registration and approval process for you.
- While awaiting approval, use LoanPro’s message templates to create event-based or automated notifications and configure borrower opt-in settings to ensure only authorized borrowers receive SMS. LoanPro’s rules engine will verify borrower consent before sending messages.
Once these steps are complete and your campaign is approved, you'll be ready to start sending compliant SMS communications directly through LMS. For more detailed instructions on configuring settings and sending messages, see the sections below.
SMS campaign registration form fields
Here's what we ask you to provide in our SMS campaign application:
| Field | Description |
|---|---|
| Name of TPM/AE | The LoanPro Technical Project Manager or Account Executive with whom you are working. |
| Your point of contact | The person LoanPro will reach out to with questions or issues. |
| PoC contact info | This same person's phone number and email address. |
| Contact info |
Your company's name, contact number, and address.
|
| Direct lender letter | Carriers want a written statements with an official letterhead indicating that you are a direct lender. |
| Employer identification number (EIN) | Your government-issued EIN. |
| Company short description | A brief phrase or slogan that describes your company. |
| Company description | A short description of what you do and what you offer customers. |
| Countries of operation | Whether you'll operate in the U.S., Canada, or both. |
| Number type |
Whether you'll use a short code or 10DLC (10-digit Long Code) .
|
| Your website URL | Your company's primary website URL. |
| Company SMS terms and conditions | Submit a URL of your terms and conditions for compliance. See examples below. |
| Company SMS privacy policy | Submit a URL of your privacy policy for compliance. See examples below. |
| Customer support information | Any website, toll-free number, or other tools you use to handle customer support. |
| Use case description | The type of messages you'll be sending, such as account notifications or advertisements. |
| Call to action details | How your customers will sign up and consent to receive messages. See examples below. |
| Sample messages | The actual messages you'll be sending to your borrowers. See more below. |
Timeline
The timeline below outlines the key steps involved in setting up Interactive SMS, from initial form submission to full campaign deployment.
SMS messaging options
Let's compare the benefits, drawbacks, and use cases of a 10DLC versus Short Code.
10DLC
10DLC is a standard 10-digit numbers. It's ideal for local communication and customer care. Here are the common use cases:
- Customer service, like reminders for an upcoming payment, a late payment, or even a payment return.
- Send customer care messages such as wishing a customer a happy birthday or happy holidays
- SMS marketing, loyalty programs, promotions, or alerts, while also being able to respond to customer queries.
| Benefits | Drawbacks |
|
|
Short Code
Short Codes are 5-6 digit numbers. It's best for high-throughput messaging and marketing campaigns. The common use cases are:
- Large-scale SMS marketing campaigns, especially those with millions of messages sent at once.
- Large-scale promotions, discounts, or time-sensitive alerts often use short codes. For example, a retailer might use a short code for flash sales or limited-time offers.
- Voting in events, TV shows, and surveys, where large volumes of people are expected to send messages at the same time.
- Emergency alerts and notifications. Government agencies or large enterprises use short codes to send emergency messages, safety updates, or critical alerts.
| Benefits | Drawbacks |
|
|
Migrating an existing number
If you have an existing 10DLC or Short Code, you can migrate it by completing an LOA form.
Reach out to your regular LoanPro's contact or submit a ticket by clicking the “?” icon in LMS for help.
Compliance
To protect borrowers and avoid fines of up to $1,500 per violation, businesses must adhere to strict SMS compliance regulations under the Telephone Consumer Protection Act (TCPA) rules. The following information will help you know exactly what your business needs in order to maintain compliance.
Key compliance requirements
The TCPA rules are periodically updated to address concerns about unsolicited communication, consumer consent requirements, and penalties for violations. The key rules to remember are:
- Obtain express written consent from borrowers before sending messages. See CTA section below.
- Provide clear opt-in messaging, including terms and conditions.
- Send messages only during business hours.
- Include your business name and an opt-out option in every message.
- Respect opt-out requests and the National Do Not Call Registry.
Prohibited content and lender types
Some content and use cases are not permitted under CTIA guidelines, including:
- High-risk financial services
- Payday loans
- Non-direct lenders (excluding borrowed banking license)
- Debt collection
- Debt forgiveness
- Debt consolidation
- Debt reduction
- Credit repair programs
Messaging campaigns that promote or support the content and lender types above are prohibited. However, businesses may request an official exception in writing through T-Mobile's exception approval process. Exceptions granted before September 1, 2020, are no longer valid and must be reapproved. For more information, see the CTIA Guidelines and T-Mobile Code of Conduct.
Submitting a request for an exception does not guarantee approval. All campaigns must adhere to the most recent compliance updates.
Carrier brand requirements
Carriers require detailed information about your business before approving SMS campaigns. If any required information is missing, your registration will be delayed. Below is a breakdown of what you need to prepare.
Your business must have its own domain with the following pages accessible to borrowers:
- Call to Action (CTA) – Clearly explain how borrowers can opt in to SMS.
- Privacy policy – Details how borrower data is collected, used, stored, and protected.
- Terms and conditions (T&C) – Information about your SMS program, including message frequency, costs, and opt-out options.
- Company description – An overview of your business and services.
- Support information – Email (must use your business domain, e.g., support@yourbusiness.com) or toll-free number and operating hours. Free email services like Gmail are not allowed for support contact details.
- An official letterhead documentation describing your company (the brand) and the type of lending you do.
Required brand details
Every brand requires the following items:
- Legal Company Name
- DBA or Brand Name
- Country of Registration
- Type of Organization
- Tax Number/ID/EIN
- Tax Number Issuing Country
- Address/Street, State, City, Region, Postal Code/Zip Code
Call to Action (CTA) for SMS consent
A Call to Action (CTA) is how you collect borrower consent to receive SMS messages. Consent is required for compliance with TCPA regulations, and borrowers must explicitly agree to participate in your SMS program. Below is an overview of CTA options, required language, and guidance to ensure compliance.
What is required in a CTA?
Every CTA must include the following components to comply with carrier and regulatory requirements:
- Description of the messages – Explain what types of messages borrowers will receive (e.g., payment reminders, account updates, promotions).
- Message frequency disclosure – Include a clear statement like “Message frequency may vary.” (This disclosure must be consistent throughout the campaign, T&Cs, and Privacy Policy.)
- Message & data rates disclosure – State that “Message and data rates may apply.”
- Links to T&Cs and privacy policy – Provide direct links to these documents.
- STOP and HELP keywords – Borrowers must be able to opt out by replying "STOP" and access assistance by replying "HELP."
CTA options supported by LoanPro
Below are CTA options supported by LoanPro:
- Keyword opt-in – Borrowers can opt in by texting a keyword (e.g., "START") to a specified number. Can be placed on your website or promotional materials. See template below.
- Email opt-in – Send an email blast to current or potential borrowers inviting them to join your SMS program. Include instructions and a keyword to text for opt-in. See template below.
- Website opt-in – Borrowers provide their phone number directly on your website. A screenshot of the opt-in area is required for carrier compliance.
- Loan contract signature – A signed loan contract whether online or physical alone does not meet opt-in requirements. Carriers require:
- A separate section where the borrower explicitly consents to SMS.
- A checkbox or optional initial for consent.
- Physical contracts must include T&Cs and privacy policy within the contract itself, with links provided on your website.
How LoanPro supports CTA management
LoanPro’s system verifies borrower opt-in status before any messages are sent. To align with TCPA compliance on CTAs and keywords, email customers will be opted out by default until they text the keyword given in the CTA. To manage these settings, navigate to Users > Customer Manager > Select the Customer > Links & Access.
For website and loan contract signature opt-ins, LoanPro can help with importing and defining logic to track borrowers who have provided consent for SMS.
CTA templates
The following templates have been verified to meet carrier compliance requirements, helping you speed up the registration process and start messaging borrowers faster. Whether you’re updating your website, sending an email blast, or incorporating opt-in options into contracts, these templates are designed to streamline your setup.
Keyword opt-in example
To sign up for [brand name] SMS program, simply text start to [SC or 10dlc]. By signing up for [brand name] SMS program, you agree to [message description] from [brand name] . Text HELP to receive help. You can unsubscribe at any time by texting STOP to [SC or 10dlc]. There is no charge to sign up for [brand name] SMS program. However, standard messaging and data rates may apply. Msg Frequency May Vary. If you have any questions, or concerns, please contact customer care at [TFN] or [customer care email]. T&Cs: [link to T&Cs]. Privacy Policy [link to Privacy Policy]
Email opt-in example
Subject: New way to Stay Connected with [Tenant Name] via SMS!
Dear Valued Customer,
Exciting news! We're enhancing our communication channels to keep you informed about the latest updates, exclusive offers, and important announcements from [Tenant Name] via SMS. Here's everything you need to know about our SMS service:
Our SMS updates will provide you with timely alerts about flash sales, limited-time promotions, new product launches, and more, directly to your mobile device. [Edit this section to align with your business]
You can expect to receive SMS updates from us approximately five times per month. We'll keep it informative and relevant, ensuring you stay up-to-date without overwhelming your inbox.
Before opting in, please review our SMS Terms & Conditions [T&C Link].
Your privacy is important to us. Our Privacy Policy outlines how we collect, use, and protect your personal information. Review our Privacy Policy [Privacy Policy Link].
You can opt out of receiving SMS updates at any time by replying "STOP" to any message. For assistance or support, reply "HELP," and our team will be happy to assist you.
Standard message and data rates may apply. Contact your mobile service provider for details on your specific plan.
To start receiving SMS updates from [Tenant Name], simply text [Keyword] to [10DLC or Shortcode].
You will receive the following confirmation message: This # is enrolled for account notifications from [Tenant Name]. MsgFreqMayVary. Msg&DataRatesApply. Reply HELP for questions. To opt-out reply STOP
Don't miss out on exclusive offers and important updates! Opt in to our SMS service today and stay connected with [Tenant Name].
Thank you for choosing [Tenant Name]!
Best regards,
[Your Name]
[Your Position]
[Your Company]
P.S. For any questions or concerns regarding our SMS service, feel free to Reach out to us at: [Tenant Email]. We're here to help!
Website opt-in example
Online contract example
SMS Signup Contract
Customer Contact Information:
Customer Full Name:
Cell Phone Number:
By checking off this box and signing below the client agrees to the following:
The client hereby consents to receive SMS communications from the company. This consent includes receiving promotional offers, updates on products or services, event notifications, and other relevant communications via SMS. The client acknowledges that message frequency may vary and understands that they may receive a maximum of X messages per month. The client also acknowledges that standard message and data rates may apply, and they have reviewed and agreed to the terms outlined in the SMS signup contract. The client retains the right to cancel the SMS messaging service at any time by replying with the word "STOP" to [number provided by the company].
Signature:____________________________________________________________________
This SMS signup contract ("Contract") outlines the terms and conditions governing your enrollment in our SMS messaging service. By opting in to receive SMS messages from us, you agree to be bound by the terms of this Contract.
Description of Messages:
You will receive periodic SMS messages from us, which may include but are not limited to:
- Promotional offers
- Updates on products or services
- Event notifications
- Important announcements
Msg Frequency Disclosure:
Message frequency may vary. You may receive a maximum of X messages per month, depending on our promotional activities and communication needs.
Before opting in, please review our SMS Terms & Conditions [T&C Link].
Your privacy is important to us. Our Privacy Policy outlines how we collect, use, and protect your personal information. Review our Privacy Policy [Privacy Policy Link].
Reply STOP to Cancel:
You can cancel the SMS messaging service at any time by replying with the word "STOP" to the number from which you received the messages. Upon receiving your cancellation request, we will promptly cease sending you SMS messages.
Message and Data Rates Disclosure:
Standard message and data rates may apply. Please check with your mobile service provider for details regarding your messaging and data plan.
By providing your consent to receive SMS messages from us and by acknowledging and agreeing to the terms outlined in this Contract, you confirm that you are the authorized user of the mobile phone number provided and that you have read and understood the terms of this Contract.
[Your Company Name] reserves the right to modify or amend this Contract at any time. Any changes will be effective immediately upon posting the revised Contract on our website or otherwise notifying you. Continued use of the SMS messaging service after any such changes constitutes your acceptance of the revised terms.
If you have any questions or concerns regarding this Contract or our SMS messaging service, please contact us at [Contact Information].
Thank you for choosing to receive SMS messages from us.
[Your Company Name]
[Your Contact Information]
Paper Contract Example
Customer Contact Information:
Customer Full Name:
Cell Phone Number:
By checking off this box and signing below the client agrees to the following:
The client hereby consents to receive SMS communications from the company. This consent includes receiving promotional offers, updates on products or services, event notifications, and other relevant communications via SMS. The client acknowledges that message frequency may vary and understands that they may receive a maximum of X messages per month. The client also acknowledges that standard message and data rates may apply, and they have reviewed and agreed to the terms outlined in the SMS signup contract. The client retains the right to cancel the SMS messaging service at any time by replying with the word "STOP" to [number provided by the company].
Signature:____________________________________________________________________
This SMS signup contract ("Contract") outlines the terms and conditions governing your enrollment in our SMS messaging service. By opting in to receive SMS messages from us, you agree to be bound by the terms of this Contract.
Description of Messages:
You will receive periodic SMS messages from us, which may include but are not limited to:
Promotional offers
Updates on products or services
Event notifications
Important announcements
Msg Frequency Disclosure:
Message frequency may vary. You may receive a maximum of X messages per month, depending on our promotional activities and communication needs.
Before opting in, please review our SMS Terms & Conditions Below.
Your privacy is important to us. Our Privacy Policy outlines how we collect, use, and protect your personal information. Review our Privacy Policy Below.
Reply STOP to Cancel:
You can cancel the SMS messaging service at any time by replying with the word "STOP" to the number from which you received the messages. Upon receiving your cancellation request, we will promptly cease sending you SMS messages.
Message and Data Rates Disclosure:
Standard message and data rates may apply. Please check with your mobile service provider for details regarding your messaging and data plan.
By providing your consent to receive SMS messages from us and by acknowledging and agreeing to the terms outlined in this Contract, you confirm that you are the authorized user of the mobile phone number provided and that you have read and understood the terms of this Contract.
[Your Company Name] reserves the right to modify or amend this Contract at any time. Any changes will be effective immediately upon posting the revised Contract on our website or otherwise notifying you. Continued use of the SMS messaging service after any such changes constitutes your acceptance of the revised terms.
If you have any questions or concerns regarding this Contract or our SMS messaging service, please contact us at [Contact Information].
Thank you for choosing to receive SMS messages from us.
[Your Company Name]
[Your Contact Information]
SMS Terms and Conditions for (Tenant Name).
By opting in to receive text messages from (Tenant Name), you agree to the following terms and conditions:
1. Message Frequency: Message frequency may vary per month from (Tenant Name). These messages will pertain to billing information, reminders, and payments due.
2. Opt-Out: You can opt out of receiving text messages at any time by replying "STOP" to any message you receive from (Tenant Name). Once you opt out, you will no longer receive any text messages from us, except confirmation of your opt-out request.
3. Support: For support or assistance regarding text messages, you can contact us at XXXXXX or XXXXXXXX.
4. Data and Message Rates: Standard message and data rates may apply to any messages received from (Tenant Name). Please consult your mobile service provider for details regarding your messaging and data plan.
5. Privacy: (Tenant Name). is committed to protecting your privacy. Your information will only be used for the purpose of sending you billing and payment-related messages. We will not share your information with third parties for marketing purposes without your consent.
6. Modification of Terms: (Tenant Name). reserves the right to modify or amend these terms and conditions at any time. Any changes will be effective immediately upon posting the modified terms and conditions on our website or through other appropriate means of communication.
7. Participating Carriers disclosure: AT&T, T-Mobile, Metro PCS, Verizon Wireless, US Cellular, Google Voice, Cellular One, Cellcom, Cellular South, Interop, Clearsky
8. Carrier Liability: Carriers do not guarantee that alerts will be delivered and will not be liable for delayed or undelivered messages.
By opting in to receive text messages from (Tenant Name)., you acknowledge that you have read, understood, and agree to these terms and conditions.
For more information about our privacy practices, please visit our website or contact us directly.
Thank you for choosing (Tenant Name).
Privacy Policy For (Tenant Name)
At [Your Company Name], we are committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, use, store, and share data collected through our SMS messaging service. By opting in to receive SMS messages from us, you consent to the practices described in this Privacy Policy.
Types of Data We Collect:
We may collect the following types of data:
Mobile phone number
Name (if provided)
Message content and responses
How We Collect Data:
We collect data directly from you when you opt in to receive SMS messages from us. This may include providing your mobile phone number and name (if provided) through a signup form or by texting a keyword to a designated number.
How We Use the Data We Collect:
We use the data collected for the following purposes:
Sending promotional offers, updates on products or services, event notifications, and other relevant communications via SMS
Analyzing engagement and effectiveness of SMS campaigns
Providing customer support and responding to inquiries
How We Store Data:
We store your data securely and take appropriate measures to protect it against unauthorized access, disclosure, alteration, or destruction. Your data is stored in encrypted databases and access is restricted to authorized personnel only.
Rights and Choices Consumers Have:
You have the following rights and choices regarding your data:
You can opt out of receiving SMS messages from us at any time by replying with the word "STOP" to the number from which you received the messages.
You can request access to, correction of, or deletion of your personal information by contacting us using the contact information provided below.
Sharing or Selling Data to Third Parties:
Your SMS information will not be shared or sold with any third parties.
Compliance with U.S. and Canada Laws:
We comply with applicable laws and regulations governing SMS privacy in both the United States and Canada, including the Telephone Consumer Protection Act (TCPA) in the U.S. and the Canadian Anti-Spam Legislation (CASL) in Canada.
If you have any questions or concerns about our SMS Privacy Policy or our data practices, please contact us at [Contact Information].
[Your Company Name]
[Your Contact Information]
Privacy policy
This is where you, as a lender, provide your borrower with crucial information on how their SMS data is securely stored and outline the comprehensive scope of messaging they can expect once they opt in, ensuring full compliance with privacy policies (PP) and terms & conditions (T&C).
Many clients have been submitting a PP and T&C without any mention of SMS or missing information. Please verify you have the required information before submission otherwise your signup will be delayed.
Also. as a reminder, your message frequency needs to be consistent throughout your campaign. For example: If your T&C states you may receive up to 100 messages per month your CTA needs to say this as well.
Message Senders are responsible for protecting the privacy of Consumers’ information and must comply with applicable privacy law. Message Senders should maintain a privacy policy for all programs and make it accessible from the initial call-to-action. When a privacy policy link is displayed, it should be labeled clearly and originate on the brand’s domain. In all cases, T&Cs and privacy policy URLs must provide up-to-date, accurate information about program details and functionality.
Here's what's required for your privacy policy:
- Privacy policy must be accessible in the call to action.
- Privacy policy must explicitly state how information is captured by site including the following:
- The types of data you collect
- How you collect the data
- How you use the data you collect
- How you store the data
- What rights and choices consumers have
- That you do not share SMS data with third parties
- If you want to operate in the U.S. and Canada, this must abide by both countries' laws on SMS Privacy.
- Terms and conditions must reflect Privacy Policy.
Data sharing: The following language must be in the privacy policy that confirms no mobile opt-in data will be shared:
All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
OR
No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging origination opt-in data and consent; this information will not be shared with any third parties.
While we cannot directly recommend what to put into your privacy policy, here is an example that works with carriers.
Privacy policy example
Privacy Policy For [Company Name]
At [Company Name], we are committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, use, store, and share data collected through our SMS messaging service. By opting in to receive SMS messages from us, you consent to the practices described in this Privacy Policy.
Types of Data We Collect:
We may collect the following types of data:
- Mobile phone number
- Name (if provided)
- Message content and responses
How We Collect Data:
We collect data directly from you when you opt in to receive SMS messages from us. This may include providing your mobile phone number and name (if provided) through a signup form or by texting a keyword to a designated number.
How We Use the Data We Collect:
We use the data collected for the following purposes:
- Sending promotional offers, updates on products or services, event notifications, and other relevant communications via SMS
- Analyzing engagement and effectiveness of SMS campaigns
- Providing customer support and responding to inquiries
How We Store Data:
We store your data securely and take appropriate measures to protect it against unauthorized access, disclosure, alteration, or destruction. Your data is stored in encrypted databases and access is restricted to authorized personnel only.
Rights and Choices Consumers Have:
You have the following rights and choices regarding your data:
- You can opt out of receiving SMS messages from us at any time by replying with the word "STOP" to the number from which you received the messages.
- You can request access to, correction of, or deletion of your personal information by contacting us using the contact information provided below.
Sharing or Selling Data to Third Parties:
Your SMS information will not be shared or sold with any third parties.
Compliance with U.S. and Canada Laws:
We comply with applicable laws and regulations governing SMS privacy in both the United States and Canada, including the Telephone Consumer Protection Act (TCPA) in the U.S. and the Canadian Anti-Spam Legislation (CASL) in Canada.
If you have any questions or concerns about our SMS Privacy Policy or our data practices, please contact us at [Contact Information].
[Your Company Name]
[Your Contact Information]
Terms and conditions
To comply with carrier regulations, all carriers require access to a terms and conditions (T&C) page hosted on your website.
Here's what's required for your T&Cs:
- Program/brand name – Clearly identify the SMS program or brand.
- Message frequency disclosure – State: “Message frequency may vary.” This must be consistent across your campaign, CTAs, and privacy policy.
- Description of message types – Include the types of messages borrowers will receive, such as payment reminders, promotional offers, or account updates.
- Customer care contact information – Provide support details, such as:
- Email address or toll-free number
- Alternatively: “Text HELP to [10DLC/Short Code] for more information.”
- Opt-out information – Clearly state: “Text STOP to [10DLC/Short Code] to unsubscribe.”
- Message and data rates disclosure: Include: “Message and data rates may apply.”
- Participating carriers disclosure – List all supported carriers: AT&T, T-Mobile, Metro PCS, Verizon Wireless, US Cellular, Google Voice, Cellular One, Cellcom, Cellular South, Interop, Clearsky.
- Carrier liability disclaimer: Add: “Carriers are not liable for delayed or undelivered messages.”
- Privacy policy link – Provide a direct link to your privacy policy that outlines how borrower data is handled.
Terms and conditions must reflect the privacy policy.
Terms and conditions example
SMS Terms and Conditions for [Company Name]
By opting in to receive text messages from [Company Name], you agree to the following terms and conditions:
- Message Frequency Disclosure: Message frequency may vary per month from [Company Name]. These messages will pertain to billing information, reminders, and payments due.
- Opt-Out: You can opt out of receiving text messages at any time by replying "STOP" to any message you receive from [Company Name]. Once you opt out, you will no longer receive any text messages from us, except confirmation of your opt-out request.
- Support: For support or assistance regarding text messages, you can contact us at XXXXXX or XXXXXXXX.
- Data and Message Rates: Standard message and data rates may apply to any messages received from [Company Name]. Please consult your mobile service provider for details regarding your messaging and data plan.
- Privacy: [Company Name]. is committed to protecting your privacy. Your information will only be used for the purpose of sending you billing and payment-related messages. We will not share your information with third parties for marketing purposes without your consent.
- Modification of Terms: [Company Name]. reserves the right to modify or amend these terms and conditions at any time. Any changes will be effective immediately upon posting the modified terms and conditions on our website or through other appropriate means of communication.
- Participating Carriers disclosure: AT&T, T-Mobile, Metro PCS, Verizon Wireless, US Cellular, Google Voice, Cellular One, Cellcom, Cellular South, Interop, Clearsky
- Carrier Liability: Carriers do not guarantee that alerts will be delivered and will not be liable for delayed or undelivered messages.
By opting in to receive text messages from [Company Name]., you acknowledge that you have read, understood, and agree to these terms and conditions.
For more information about our privacy practices, please visit our website or contact us directly.
Thank you for choosing [Company Name].
Setting up messages in LoanPro
Now that we've covered the compliance requirements for CTAs, privacy policy, and terms and conditions, the next step is to configure the actual messages you’ll send to borrowers. In LoanPro, messages can be automated or event-based, and both options allow you to communicate effectively while staying compliant.
To get started, you'll need to send us a document with the template messages about what and when you'd like to send them. You can write it out as a word document or spreadsheet, but make sure it contains the following information for each message:
- The content of the message: A single message can be up to 160 characters, and longer messages will be sent in multiple texts.
- The situation when the message should be sent: Specify whether the message is tied to a trigger-based or event-based notification. For event-based notifications, identify the event that triggers the message. For trigger-based notifications, describe the rule that determines when the message should be sent.
To send out SMS messages, you'll use either trigger or event-based notifications. Event-based notifications are tied to specific preset events, like a payment to be made or a status change. Trigger-based notifications use your own custom business logic (encoded with Clojure rules) to determine when messages should be sent (e.g., the message will be sent if the loan is 5 days past due and in an ‘Open’ status).
Before sending any messages, LoanPro will check that borrowers have opted in to SMS.
LoanPro will notify you of previous messages, borrower replies, and new messages in the ‘Communication History’ tab. To access this tab, navigate to Loans > Borrower > Primary Borrower > Communication History. When replies are received, LMS will update accounts with a flag, portfolio, or agent notification (your choice), making it easier to service them.
Two way messaging is also available in the ‘Communication History’ tab. Click the 'Reply' button on the borrower’s message to send a custom response.
Required messages
To ensure compliance and provide a consistent experience for borrowers, certain types of SMS messages are required. These messages are triggered at specific points during the SMS journey (e.g., opt-in, help requests, opt-out). Based on your form responses, LoanPro’s Implementation Specialist or Technical Support team will help set up and align these message templates with your business needs. Once the setup is complete, you will be able to customize the messages as needed.
- Opt-in confirmation message – When a borrower successfully opts into SMS, carriers require that a confirmation message be sent immediately. This message must include the following:
- Program (brand) name
- “Msg frequency may vary disclosure” (this disclosure must be consistent throughout the campaign, T&Cs, and Privacy Policy
- “Message & Data Rates May Apply” disclosure
- STOP and HELP keywords
- Example:
- [Brand name]: Thanks for signing up. Msg Frequency May Vary. Msg&Data Rates May Apply. Reply HELP for more info or STOP to unsubscribe.
- Help message – Borrowers must have access to customer care information when they reply with "HELP." This message should provide:
- Program (brand) name
- Additional customer care info such as TFN or customer care email for the business that is sending the messages
- Example:
- [Brand name]: Please call [TFN or Email] for more information and we will be glad to help.
- Opt-out message – When a borrower unsubscribes by replying "STOP," carriers require that a confirmation message is sent to confirm that no further messages will be delivered. This message must include:
- Program (brand) name
- Confirmation that no further messages will be delivered to the end user.
- Example:
- [Brand name]: You have been unsubscribed. No further messages will be delivered.
Interactive SMS message templates
AutoPay Scheduled/Created > SMS AutoPay Enrollment Confirmation - Part 1 & 2:
(Tenant name): Thank you for choosing AutoPay. Your AutoPay set up is complete. Reply STOP to unsubscribe from messages.
Welcome Message
(Customer first name), welcome to (tenant name)! We appreciate your business! Have Questions? Call us at (company phone number). Reply STOP to unsubscribe from messages.
AutoPay Failed
Alert: The scheduled AutoPay on your (Tenant name) account has failed. Please contact us at (Company phone number) to discuss payment options. Reply STOP to unsubscribe from messages.
Payment reversed
(Tenant name): Your recent payment was returned. Please call us at (Company phone number) to discuss or visit the customer portal (Tenant customer portal link) to pay. Reply STOP to unsubscribe from messages.
Payment posted to account
(Tenant name): Thank you for your payment! $(last payment amount) was applied to (last payment date). Questions? Call us at (Company phone number). Reply STOP to unsubscribe from messages.
AutoPay Enrollment - 7 Days After Contract Date
(Tenant name): Put your loan on cruise control! Enroll in autopay today. To register, visit the customer portal (Tenant customer portal link) or call us at (Company phone number). Reply STOP to unsubscribe from messages.
AutoPay Enrollment Reminder - 5 Days Before Next Payment Date
Hi (Customer name), it's almost time for your monthly payment with (Tenant name) on (next payment date status). Would you like to set up AutoPay for your monthly payments? Contact us at (Company phone number) to enroll. Reply STOP to unsubscribe from messages.
Payment Reminder - 3 Days Before Next Payment Date
(Tenant name) Payment Reminder: Hi (Customer first name), your payment of $(Next payment amount status) is due in 3 days. Need assistance? Call us at (Company phone number). Reply STOP to unsubscribe from messages.
Happy Holidays
Happy Holidays, (Customer first name)! Wishing you a joyous holiday season from everyone at (Tenant name). Warm regards, The (Tenant name) Team. Questions? Contact us at (Company phone number). Reply STOP to unsubscribe from messages.
Happy Birthday
Happy Birthday, (Customer first name)! Wishing you a fantastic day from all of us at (Tenant name). We appreciate your business and hope you enjoy your special day. Best Wishes, The (Tenant name) Team. Questions? Contact us at (Company phone number). Reply STOP to unsubscribe from messages.
Missed Payment - 1 Day Late
(Tenant name): (Customer first name), we did not receive your payment. Call us at (Company phone number) to make payment arrangements. Reply STOP to unsubscribe from messages.
Missed Payment - 5 Days Late
(Tenant name): (Customer first name), your payment of $(amount due status) was due (days past due status) days ago. Please call us at (company phone number). Reply STOP to unsubscribe from messages.
Do-not-disturb settings
You can set up do-not-disturb windows. If a message tries to go out during that window, LMS will delay until the window ends, sending it at the first opening in that borrower's time zone.
To create a new do-not-disturb period for text messages:
- Navigate to Settings > Company > SMS > Do Not Disturb Settings inside your company account. Click the ‘Add’ button.
- Use the buttons on the left to choose which days will be included in the do-not-disturb period.
- Enter a time interval into the 'Start Time' and 'Stop Time' fields when SMS text messages should not be sent out by the system.
- Click the ‘Save’ button to save the do-not-disturb period.
When your company is set up according to the compliance standards for SMS and you have reviewed the above information, fill out the application for Interactive SMS.
Was this article helpful?