Using SMS Consent Management

Consents control how opt-in and opt-out messages are handled across SMS-enabled numbers in your account. Assigning the right consent ensures compliance with messaging regulations in each region. Account owners and admins can create and manage SMS compliance policies for all number types supporting SMS. Each policy allows customization of opt-in messages, opt-out messages, and disclaimers up to 500 characters. Admins can assign multiple phone numbers to policies individually or in bulk through CSV upload or via API. The system automatically manages opt-in and opt-out status tracking, with configurable keywords for user responses.

When enabled, the feature ensures proper consent management by sending appropriate messages to recipients based on their opt-in status. The policies support activation controls, custom keywords, and disclaimer messages that can be enabled or disabled as needed. Admins can manage phone number assignments through the Number Management interface, with support for both individual and bulk assignments. The system tracks consent status in SMS logs and prevents messaging to opted-out numbers until they opt back in.

Requirements for using SMS Consent Management

Table of Contents

Understand disclaimer vs. opt-in

The table below explains the key differences between opt-in and disclaimer in SMS consent management. Both serve different compliance purposes and can be enabled or configured independently based on your regulatory and business requirements. To set up a disclaimer see How to create an SMS consent policy. To configure opt-in settings, see Opting in or out of Zoom Phone SMS.
 
FeatureDisclaimerOpt-in
What it isA notice informing users of terms, policies, or rules, which does not require active approvalActive, positive permission given by a user before a company can send messages
Is it tracked by ZoomNo active approval tracked; sent automatically per new threadYes, opt status (opt-in/opt-out) is tracked per user
ScopePer conversation threadPer user
When it triggersSent at the start of every new threadContent
Group behaviorIf 2 internal users both have disclaimers enabled, the disclaimer is sent twice in the same threadRequired before messaging a user who has opted out or not yet opted in
When to use When you need to inform recipients of terms/policies without requiring their active approvalWhen regulatory or business policy requires explicit user consent before sending SMS

How to access SMS Consent Management

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the top-right corner, click your profile picture or initials, then click Admin Center.
  3. In the side menu, click Product configuration then Numbers followed by SMS Consent Management. 
    The SMS compliance management page will appear.

How to create an SMS consent policy

Create an SMS consent policy to ensure compliance across different types of numbers.

  1. Access SMS Consent Management.
  2. Click + Add consent policy.
    A window will appear.
  3. (Optional) In the window, click the Settings tab to configure the SMS consent policy settings.
  4. Click the Consent details tab and complete the following sections:
  5. (Optional) Click Restore all defaults to reset all fields in the window back to their original default values.
  6. Click Save.

Configure the SMS consent policy settings

  1. Access SMS Consent Management.
  2. Do one of the following:
  3. In the window, click the Settings tab.
  4. Under Choose which components to include in this policy, choose 1 or more from the following options: 
    Note: Include consent handling messages and Include help message are selected by default. If only 1 component is selected, it can't be deselected.
  5. Under Outbound messages to unknown numbers, choose 1 from the following options: 
    Note: This setting determines what your users can do if they are the first ones to initiate a conversation to a new number.
  6. Under Inbound messages from unknown numbers, choose 1 from the following options: 
    Note: This setting determines what your users can do if a new number has initiated a conversation.
  7. Under Apply opt-in and opt-out to, choose 1 from the following options: 
    Note: This setting lets you choose whether opt-ins and opt-outs apply to one phone number or a broader set of numbers.
  8. (Optional) Click Restore all defaults to reset all fields in the window back to their original default values.
  9. Click Save.

How to manage consent policy status

By enabling the SMS consent policy, you can assign it to phone numbers with SMS capability. Only numbers with SMS enabled can use this policy, and each number can be associated with one policy at a time. You can manage assignments in Phone Numbers or directly from the policy details page.
Disabling the policy will deactivate it for all assigned numbers; numbers currently using this policy will no longer be compliant for SMS messaging.

Enable or disable a consent policy's status

  1. Access SMS Consent Management.
  2. To the right of the consent policy you want to manage, under the Status column, click the toggle to enable or disable it.
  3. If a verification dialog appears, click Enable or Disable to verify the change.

Enable or disable multiple consent policies' statuses

  1. Access SMS Consent Management.
  2. To the left of the consent policies you want to manage, select their checkboxes.
  3. At the top of the page, click Enable to enable the selected policies or Disable to disable the selected policies.
  4. If a verification dialog appears, click Enable or Disable to verify the change.

How to view consent policy details

  1. Access SMS Consent Management.
  2. To the right of the consent policy you want to manage, click the ellipsis , then click View Details.
    Note: You can also click the name of the consent policy.
    You will be directed to the consent policy's details page.
  3. On the details page, use the following actions:

How to edit consent policies

  1. Access SMS Consent Management.
  2. To the right of the consent policy you want to manage, click the ellipsis , then click Edit.
  3. Edit the consent policy details, then click Save.

How to delete consent policies

Note: This action will permanently delete the SMS consent policy. All assignments to phone numbers will be removed. This action cannot be undone.

Delete a consent policy

  1. Access SMS Consent Management.
  2. To the right of the consent policy you want to manage, click the ellipsis , then click Delete.
  3. If a confirmation window appears, click Delete to confirm.

Delete multiple consent policies

  1. Access SMS Consent Management.
  2. To the left of the consent policies you want to manage, select their checkboxes.
  3. At the top of the page, click Delete to delete the selected consent policies.
  4. If a confirmation window appears, click Delete to confirm.