1sixty8 Manifold treats SMS as opt-out-gated: you can send to a customer unless they have explicitly opted out (typed STOP, asked you to stop, or had their opt-out flag set). For sensitive jurisdictions, you can tighten this to a true opt-in requirement using the shop-wide override toggle.
Capturing opt-in on the customer form
When you enter a phone number on the Add or Edit Customer form, an SMS Opt-In checkbox appears below it (defaults to checked). The label reads: "Customer consents to receive SMS messages including appointment reminders, order updates, and service notifications. Msg & data rates may apply. Msg frequency varies. Reply STOP to unsubscribe, HELP for help." The checkbox stays hidden until a valid phone number is entered.
What gets stored
The customer record stores sms_opt_in (boolean), sms_opt_in_at (timestamp), sms_opt_in_method (form / chat_widget / keyword / import), sms_opt_out (boolean), and sms_opt_out_at (timestamp). The opt-in method is your audit trail when a dispute comes up.
Enforcement on outbound SMS
The SMS adapter blocks any outbound message to a customer whose sms_opt_out is TRUE; staff see "Customer has opted out of SMS". The default policy is opt-out-gated: a customer who has neither opted in nor opted out can still receive SMS unless your shop has tightened the rule (see the override toggle below).
Shop-wide override toggle
Settings > Messaging Channels has a toggle labelled "Allow staff to override SMS opt-out". When ON, staff can confirm a warning prompt and still send to a customer who has not opted in (use only with documented consent). When OFF, SMS to non-opted-in customers is blocked entirely; staff must capture opt-in first.
Keyword handling
Inbound SMS keywords are processed automatically. STOP / UNSUBSCRIBE / CANCEL / END / QUIT sets opt-out and sends an auto-reply confirmation. START / YES clears opt-out, sets opt-in, and records method as "keyword". HELP sends a help auto-reply with no state change.
Jurisdiction caveat
The implementation is built around US SMS conventions (TCPA, carrier-defined STOP/HELP). Shops are responsible for compliance with their jurisdiction's consent laws; the platform captures consent timestamps and methods but does not provide legal guidance. If you operate outside the US, or in a state with stricter rules (e.g. Florida's mini-TCPA), check with counsel before enabling broad SMS outreach.