How to Ask for a Google Review by SMS

Texting works because it's short, immediate, and opens on the same device the customer will use to leave the review. But the TCPA (Telephone Consumer Protection Act) allows plaintiffs to recover statutory damages of $500 per unsolicited text in private civil suits — and up to $1,500 per text for willful or knowing violations. Review-solicitation SMS is generally treated as marketing by the FCC, which means you need prior express written consent before sending. Here's how to run a high-performing SMS program compliantly.

  1. 1

    Get prior express written consent before the first send

    Under the FCC's TCPA rules, review-solicitation SMS is treated as marketing — not transactional — which means you need prior express written consent specifically for review-request texts. At the time you collect the phone number (booking, checkout, or intake), include a clear checkbox and disclosure: 'I agree to receive SMS about my appointment and a follow-up review request from [business name]. Message and data rates may apply. Reply STOP to opt out.' Keep the record. Do not assume consent just because the customer gave you their number.

  2. 2

    Send 2–4 hours after the service ends

    Long enough that they've had time to experience the outcome, short enough that the experience is still fresh. For restaurants, 1–2 hours post-check. For salons/spas, 2–4 hours post-appointment. For home services, same-day but after the tech has left.

  3. 3

    Use a short, personal template

    Hi [first name] — it's [your name] at [business]. Thanks for coming in! If you have 20 seconds, mind leaving us a Google review? [short link]. Reply STOP to opt out. — That's one SMS, under 160 characters, with the legally-required STOP instruction.

  4. 4

    Always include STOP instructions

    Every commercial SMS must include an opt-out mechanism. 'Reply STOP to opt out' is the standard. When someone replies STOP, your system must stop sending IMMEDIATELY and permanently. A single unsolicited text to someone who opted out can support a $500 statutory-damages claim under the TCPA — and if a plaintiff can show the violation was willful or knowing, damages can be trebled to $1,500 per message.

  5. 5

    Never send more than one reminder

    One initial SMS + one reminder 48 hours later is the cap. More than that crosses from 'transactional' into 'marketing spam' territory and radically increases TCPA exposure.

  6. 6

    Use a registered 10DLC or toll-free number

    Sending business SMS from a personal cell phone or an unregistered long-code number triggers carrier spam filters that'll silently drop your messages. Use a registered 10DLC (10-digit long code) number through a legitimate SMS platform (Telnyx, Twilio, etc.). Registration takes a few days and is required by all major US carriers.

FAQ

What's the difference between a 10DLC and a regular number?
10DLC is a US carrier framework for legitimate business messaging from a normal-looking 10-digit phone number. Without registration, carriers aggressively filter business texts as spam. With registration, you get higher throughput and deliverability — and you're on the hook for compliance.
Can I text customers who gave me their number during booking, without a separate consent checkbox?
Probably not, if the text is a review request. The FCC generally treats review-solicitation SMS as marketing, which requires prior express written consent — not the implied consent you get from someone handing you their number for appointment reminders. The safe path is a separate, explicit opt-in at the time of collection. Talk to a lawyer if you're unsure about your specific setup.
Can I text customers in California / Canada / EU?
California's CCPA, Canada's CASL, and the EU's GDPR all add stricter consent and record-keeping requirements. Short version: for customers in those jurisdictions, get explicit written opt-in and be extra conservative. When in doubt, consult a lawyer.

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