Responsible Messaging at Scale


At Crisp, we believe customer messaging should be transparent, permission-based, and respectful — not just effective. Our SMS tools are designed to help brands engage customers in ways that are aligned with industry standards, consumer expectations, and evolving regulatory guidance.


Below is an overview of how our messaging program is structured and why many brands choose it.

Built Around Explicit Customer Choice

Customers can opt in to receive messages through multiple clear and voluntary paths, including:

  • Signing during in-store loyalty enrollment,

  • Opting in through a website or mobile app,

  • Or confirming via SMS keyword response.

Each path is designed so that customers take a clear, affirmative action before receiving marketing messages.

We emphasize:

  • No pre-checked boxes,

  • No silent enrollment,

  • No opt-in as a condition of purchase.

Customers are always informed about what they are signing up for and how to opt out.

Clear and Consistent Disclosures

Whenever customers opt in, they are shown plain-language disclosures explaining:

  • The type of messages they may receive,

  • That messaging may be automated,

  • That message frequency may vary,

  • That message and data rates may apply,

  • And how to stop or get help at any time.

These disclosures are consistent across channels so that customers have the same expectations whether they sign up in-store, online, or via text.

Documented Consent & Audit Trails

For each opt-in, the system records:

  • When the opt-in occurred,

  • How it occurred (e.g., in-store, online, or by SMS),

  • And supporting technical details such as system version, message IDs, or IP address.

This creates an internal audit trail that helps brands understand and manage their messaging program responsibly over time.

Easy and Immediate Opt-Out

Every message should include opt-out instructions.
Customers can unsubscribe at any time by replying STOP.

Opt-outs are processed promptly and are respected across the program unless a customer later chooses to opt back in.

Designed With Risk Awareness in Mind

While no messaging system can eliminate all legal or regulatory risk, our approach is designed with practical safeguards that help brands operate thoughtfully, including:

  • Tools to honor and track opt-outs,

  • Processes to manage inactive numbers,

  • Periodic checks intended to reduce the risk of messaging reassigned numbers,

  • And internal controls to support consistent consent handling.

These measures are intended to support responsible operation — not to replace legal review or guarantee specific outcomes.

Why We Choose This Approach

This approach:

  • Prioritizes transparency with customers,

  • Encourages permission-based engagement,

  • Avoids aggressive or deceptive enrollment practices,

  • And provides operational structure around consent and messaging hygiene.

This leads not only to better compliance posture, but often to higher engagement and trust with customers as well.

A Strong Foundation For You to Build On

We provide tools and workflows designed to support responsible messaging practices. We do not provide legal advice, and messaging regulations and interpretations may vary by jurisdiction and over time.


We encourage all brands to work with their own legal and compliance advisors to ensure their specific use of messaging aligns with applicable laws and industry guidance.


Compliance is ultimately your responsibility, you should keep this in mind when training team members on using POS opt-in flows or answering questions about your SMS program with customers. Additionally, message content is your sole responsibility.