NextChapter partners with Twilio for automated texting. To get your messaging campaign approved by Twilio, your firm's website needs specific language on two pages - the Privacy page and the Terms & Conditions page. Missing some of this information will cause application rejections.
Privacy Policy page must state:
Your firm will not sell or share mobile opt-in data / phone numbers with third parties. Example:
"No mobile opt-in data or phone numbers collected through our text messaging program will be shared or sold to any third party or affiliate for marketing or promotional purposes at any time."
⚠️ If your policy also has a general line like "we may share data with business partners/advertisers," add a carve-out so it doesn't contradict the statement above.
Terms & Conditions page needs a "Messaging Terms & Conditions" section
Add this as its own labeled section. It's usually appended at the bottom of your existing Terms page, not a new page. It must include:
Firm name (as a header for the section)
Program description — e.g., "By opting in, you agree to receive recurring automated text messages from [Firm Name]."
Message frequency — e.g., "Message frequency varies" (if recurring)
"Message and data rates may apply"
Opt-out: "Reply STOP to unsubscribe"
Help: "Text HELP for support, or email [email]"
Link to your Privacy Policy
Sample Terms & Conditions Template:
If you don't have a specific section for texting on your existing Terms & Conditions page, here is a template for reference:
Messaging Terms & Conditions
(This section is what Twilio reviewers specifically check for — keep it clearly labeled, even if it's placed at the bottom of the same page.)
[Firm Name] | [Firm Address]
General When you opt in to our text messaging program, we will send a message confirming your signup. By opting in, you agree to receive recurring automated text messages from [Firm Name], which may be sent using an automated dialing system, to the number you provided. Consent to receive messages is not a condition of any service.
Message Frequency Message frequency varies. [Firm Name] may change the frequency or number of messages sent at any time.
Rates Message and data rates may apply. Contact your mobile carrier with questions about your plan.
Cancellation Reply STOP at any time to unsubscribe. You will receive a confirmation message that you have been unsubscribed. To resume, opt in again.
Help For support, text HELP or contact us at [email/phone]. Any link included in our messages may also provide unsubscribe instructions and firm information.
Changes We may update these Messaging Terms at any time. Continued participation in the program after changes are posted means you accept the updated terms.