ICO-compliant SMS consent logging for field service
STOP/START rules, opt-out banners, and audit exports so your Toolfy reminders stay inside UK Privacy and Electronic Communications rules.
Operations disclaimer
Always follow manufacturer guidance and local regulations when stocking chemicals, pressurised cylinders, or regulated waste.
ICO-compliant SMS consent logging for field service
The UK ICO expects you to prove customers opted into reminders and marketing, plus respond immediately when they opt out. Toolfy already tracks Twilio STOP/START events—here’s how to layer the governance so you’re covered.
1. Capture consent up front
- Add required fields (
SMS reminders?,Marketing SMS?) to your Toolfy intake form. - Store the timestamp + user who captured consent inside the customer record notes.
- For paper forms, snap a photo and attach it to the customer profile so the evidence sits next to the digital switch.
2. Maintain clear opt-out language
- Every reminder template should include “Reply STOP to opt out.” Toolfy templates ship with it; don’t delete it.
- If you send marketing campaigns, differentiate them from transactional reminders so customers can opt out of one but not the other.
3. React to STOP events in real time
- Twilio pushes STOP/HELP/START webhooks; Toolfy logs them in the customer timeline.
- Build a workflow that tags the customer
SMS-Opted-Outand alerts your support channel. - Switch that customer to email reminders or manual calls immediately; document the change in the timeline.
4. Produce an audit export in minutes
- Use Toolfy’s export tool to pull
Customer ID, Consent type, Source, Timestamp. - Save monthly exports to Documents
/Compliance/SMS-consent. - If the ICO asks for proof, share the CSV plus relevant job notes showing when the consent was captured.
5. Re-consenting workflow
- When a customer texts START, Toolfy flips the status, but still send a confirmation: “Thanks, we’ve re-enabled reminders.”
- If you need to manually re-enable (e.g., after a number change), log who approved it and why so you can show the audit trail.
6. Internal playbook
- Train staff quarterly on ICO expectations; store the deck in Toolfy Documents.
- Assign ownership (usually CS lead) for responding to opt-out alerts within 2 hours.
- Use Toolfy analytics to monitor opt-out rates; spikes often mean a template is too aggressive.
Need the workflow recipes? Email support@toolfy.io and we’ll drop in the Zapier/Make flows plus reporting template.
⚠️ Important Disclaimer
This guide is for general informational and educational purposes only. It does not constitute professional advice of any kind (legal, financial, tax, insurance, or otherwise).
Before making business decisions: Consult with qualified professionals (solicitors, accountants, insurance brokers, etc.) who can assess your specific circumstances. Laws, regulations, and industry standards change frequently and vary by location and situation.
Toolfy and the article authors accept no liability for decisions made or actions taken based on information provided in this guide. You are solely responsible for ensuring compliance with all applicable laws and regulations.
Frequently Asked Questions
How do I capture SMS consent for ICO compliance?
What should I do when a customer texts STOP?
How do I produce an SMS consent audit report for ICO?
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Spin up the exact checklist, scripts, and automations from this article inside your workspace.
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Customer Won
Invoice 90+ days overdue. Customer not responding. Here