CONSENT


Revocation of Consumer Consent


Regulatory changes of consumer consent under the TCPA will be in effect as of April 11, 2025.

 

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The FCC’s Consumer Consent Changes

CHANGES 

The FCC’s Consumer Consent Changes


The Federal Communications Commission (FCC) has introduced new rules under the Telephone Consumer Protection Act (TCPA) to enhance consumer rights regarding consent for receiving robocalls and text messages. These changes focus on how consumers can revoke consent and the obligations of businesses in honoring such requests.



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WHO IT AFFECTS

Who is Affected by the New Revocation of Consent Changes?


Any business placing robocalls, robotexts, and/or prerecorded messages to consumers.

In addition, the FCC has now codified that when using an ATDS (automated telephone dialing system), calls = texts. A ‘stop’ request for a text is now a revocation of consent for all ATDS and prerecorded calls, and vice versa.


Who is Affected by the New Revocation of Consent Changes?


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Key Aspects to the Revocation of Consumer Consents

KEY ASPECTS

Key Aspects to the Revocation of Consumer Consents


The FCC’s new rules are designed to simplify the process for consumers to withdraw their consent to receive robocalls, robotexts, and prerecorded messages.

Four Key Aspects:

  1. Revocation of Consent in Any Reasonable Manner:
    • Consumers are now permitted to revoke their consent to receive communications through any reasonable method. This includes replying with terms like "stop," "quit," "end," "revoke," "opt out," "cancel," or "unsubscribe" to text messages. Businesses cannot mandate a specific method for revocation and must honor any reasonable request.
  2. Timely Processing of Revocation Requests:
    • Businesses are required to process and honor revocation requests within a reasonable timeframe, not exceeding 10 business days from the date of receipt. This ensures that consumers' preferences are respected promptly.
  3. One-Time Confirmation Messages:
    • Upon receiving a revocation request, businesses are allowed to send a one-time confirmation text to clarify the request. This message must be sent within five minutes of the revocation and should not contain any marketing content. If a consumer has subscribed to multiple categories of messages, the confirmation can seek clarification on which specific communications the revocation applies.
  4. Cross-Channel Revocation Recognition:
    • Since the FCC now considers calls and texts equivalent, if a consumer opts out via text, the revocation of consent must also be applied to calls placed via ATDS, and vice versa.

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How PossibleNOW Can Help


Collecting consent opt-ins and revocations across the customer journey is an important best practice, with individual experiences and engagement designed to facilitate it. Consents that organizations collect must be centralized and shared across departments and business units, so that a revocation is updated in real time.


Collecting consent opt-ins and revocations across the customer journey is an important best practice, with individual experiences and engagement designed to facilitate it. Consents that organizations collect must be centralized and shared across departments and business units, so that a revocation is updated in real time.

MyPreferences collects and manages consumer consents across all channels and touchpoints and provides the ability to include specific opt-out language.

In the example above, a consumer texts “stop” or “unsubscribe” and the mobile provider sends a confirmation text. That information is integrated into MyPreferences where the consent revocation and attributes (such as phone number, date/time of the opt-out, and channel used) are stored in a central repository and shared across the organization.

The company can then manage consents, view the history of consents, and audit consents along with their corresponding attributes to build a defensible position in the event of a regulatory inquiry.

Learn more about consent management within MyPreferences

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