How SMS Messaging Works Within the Platform

This article explains how SMS messaging functions within the platform, including how messages are triggered, what compliance measures are in place, and how customers can manage their opt-out preferences.

The SMS Engagement Process

1. Claim an Offer

The process begins when a visitor sends a text message to the platform, requesting to claim an offer. This offer can be presented as an Onsite Offer, from the conversion hub, or in another way you might present an offer. To do this, the visitor will tap an offer and then click the button that says “Tap to Text.”

2. The offer is sent to the shopper

After the user clicks the “Tap to Text” button, the platform will respond with a link to their unique offer certificate and send a lead to your CRM containing the shopper's information.

3. Optional Survey Sent

If you choose to add survey messages, a second message will be sent to gauge shopper interest. This data will be included in the lead that is sent to your CRM, but this step is optional. For more information on Visitor Surveys, check out this article What are Visitor Surveys?

4. Offer Reminder Sent

A reminder message will be sent to the shopper 12-72 hours after their last visit to the website, depending on their audience score. For more information on the audience score, read the audience score section in Understanding the Insight Summary.

How the Platform Uses SMS

The platform only sends text messages to visitors who have explicitly opted in to receive them. Messages are limited to providing information directly related to the visitor’s request and are sent for short, defined periods of time.

Examples of how SMS may be used:

When a shopper claims an offer.
When a visitor uses a 1-Tap Lead button.
When a shopper subscribes to a Watchlist notification.

In all cases, SMS messages are one-to-one responses — initiated by the visitor, not by the platform.

Text Messaging Disclaimers and Opt Outs

Every SMS interaction includes a clear disclaimer outlining:

The purpose of the message (e.g., information about an offer or follow-up).
The specific type of messages the visitor is agreeing to receive.

After a visitor texts the platform, they are immediately informed that they can opt out at any time by replying with STOP.

Opt-Out Process

If a visitor sends STOP, they receive the following confirmation message:

“You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe.”

Once an opt-out is received, the platform will never send additional texts on behalf of the client.
To re-subscribe, the user must reply with START, which triggers this message:

“You have successfully been re-subscribed to messages from this number. Reply HELP for help. Reply STOP to unsubscribe. Msg&Data Rates May Apply.”

For more information on how the platform manages Opt Outs, read What Are Opt Outs in Ignite?

Compliance and Best Practices

Launch Labs adheres to industry-standard SMS and privacy regulations, including:

TCPA (Telephone Consumer Protection Act)
CTIA (Cellular Telecommunications Industry Association) guidelines

These measures ensure that every message is compliant, visitor-initiated, and transparent.