Texting permissions: information, reminders, and review requests
Learn what the two texting permissions on a contact allow, when to turn them on, and what happens after a customer replies STOP.
Every contact with a phone number has a Texting section with two separate permissions:
- Information & reminders covers one-to-one messages about something the customer asked about or is already doing with your business.
- Review requests covers Google review invitations. Because a review request is promotional, it needs separate written permission.
Open Contacts, choose the person, and find Texting on their contact card.
Information & reminders
Turn on Information & reminders when the customer directly agreed to receive useful, operational texts from your business.
This permission covers messages such as:
- An answer or link the customer requested.
- A request for missing or incomplete information the customer already started providing.
- An appointment confirmation, reminder, or schedule change.
- An estimate or pricing information requested during an inquiry.
- A status update about their service, order, or request.
- A one-to-one follow-up about a request the customer started.
It does not cover Google review requests, discounts, newsletters, or sales campaigns.
How it turns on
RankLadder can record this permission when:
- The customer asks for or accepts a text during a recorded call.
- The customer texts your business first. You may reply within that conversation.
- The customer selects an informational-text permission on one of your forms.
- A team member records the customer's direct agreement on the contact card.
When you turn the permission on yourself, RankLadder asks where and when the customer agreed. Your name, the time, and your note are kept in the contact history. Only turn it on when the customer actually gave permission.
Review requests
Turn on Review requests only when the customer gave separate written permission to receive a Google review invitation. Information & reminders must also be on before RankLadder can send the request.
A review request is promotional because it asks the customer to take a public action for your business. This includes:
- Asking the customer to leave a Google review.
- Sending a Google review link.
- Asking the customer to rate their experience publicly.
This switch does not enable newsletters, discounts, bulk sales messages, or other marketing campaigns. RankLadder does not use contact cards for those campaigns.
Quick examples
| Message | Permission needed |
|---|---|
| “We received your form, but one required detail is missing.” | Information & reminders |
| “Your appointment is tomorrow at 10:00 AM.” | Information & reminders |
| A pricing link the customer requested | Information & reminders |
| A Google review invitation | Information & reminders and Review requests |
| A discount blast or newsletter | Not supported |
STOP turns both permissions off
If a customer replies STOP, RankLadder stops texting them and turns off both permissions. The message box stays unavailable for that contact.
The customer can text START to opt back in. A team member can also use the guarded reactivation flow after the customer gives new valid permission. The original STOP and the reactivation remain in the contact history.
Related guides
Call recording and the AI disclosure
Every call your receptionist answers starts with a short sentence telling the caller the call is recorded and handled by an AI. Here is why it exists and how it works with your greeting.
What RankLadder keeps about your callers
RankLadder keeps call recordings, transcripts, summaries, and the contact details a caller shares. You can delete any conversation or contact whenever you want.