How to write safe SMS messages

Start with the message purpose

Before writing an SMS, decide whether the message is service follow-up, booking confirmation, booking reminder, quote follow-up, marketing, or another purpose. Cendaro uses that purpose with consent evidence to decide whether the send is allowed.

Good service follow-up SMS

• Mention the business or team clearly.
• Refer to the customer's request, quote, booking, or follow-up context.
• Ask one clear question or give one clear next step.
• Keep it short enough to read quickly on a phone.
• Avoid pressure, misleading urgency, or unrelated promotions.

Marketing needs stronger consent

Promotions, seasonal offers, discounts, newsletters, and general updates are marketing. Do not send marketing SMS to contacts with unknown, unsubscribed, or transactional/service-only consent.

Use AI suggestions carefully

If AI suggests a reply, review it before sending. Confirm the content is accurate, allowed by consent status, and written in the business voice. Do not send AI-generated customer messages without human review unless the workspace has intentionally enabled and reviewed that setting.

Before pressing send

1. 1Check whether the contact is unsubscribed.
2. 2Confirm the selected message purpose matches the SMS content.
3. 3Verify service follow-up or marketing consent evidence.
4. 4Remove sensitive details that do not belong in an SMS.
5. 5If Cendaro blocks the message, review consent and message events before retrying.

Examples

• Service follow-up: Hi, this is [Business Name]. Are you still looking for help with your service request? We can offer a time tomorrow afternoon.
• Booking confirmation: Hi, this is [Business Name]. Your booking is confirmed for Tuesday at 10 AM. Reply here if that time no longer works.
• Avoid: We have a limited-time promo for all customers unless express marketing consent is recorded.