SMS Consent Verbal Script & Walkthrough

Complete verbal script for obtaining SMS consent from clients and a step-by-step walkthrough of the consent process in the back office system.

📝 Verbal Consent Script

Complete Verbal Script for Staff

"By providing your consent, you certify that you agree to the Terms and Conditions and Privacy Policy. You consent to receive SMS messages to the cell number provided for notifications from Practice Vault. The messages will be for appointment reminders and healthcare-related communications. You understand that you can opt-out of receiving text messages at any time by responding with STOP. You can reply with HELP to get help. Message and data rates may apply. Message frequency may vary based on your appointment schedule."

Sample Dialogue Between Manager and Client

MANAGER:

"Please confirm the phone number you would like to receive SMS messages at and if you agree to receive SMS from Practice Vault?"

CLIENT:

"My phone number is 1-222-333-4444 and I agree to receive SMS from Practice Vault."

MANAGER:

"I am documenting your opt-in agreement with the number you provided in our database. At any time if you wish to remove your consent to receive messages, you can verbally opt-out or reply STOP to the SMS messages."

CLIENT:

"OK. Thank you."

🚀 Complete Flow Walkthrough

Initial Client Contact

When creating a new client or updating existing client information, the staff member initiates the SMS consent conversation during the registration or check-in process.

Action: Open the Create Client modal or Edit Client page in the back office system.

Read Verbal Script

Staff member reads the complete verbal script to the client, ensuring all key points are covered including Terms & Conditions, Privacy Policy, opt-out instructions, and message frequency.

Key Points: Terms acceptance, SMS consent, STOP/HELP keywords, message rates may apply.

Collect Phone Number & Consent

Request the client's phone number and explicit consent. Client must verbally confirm both their phone number and agreement to receive SMS messages.

Required: Phone number verification and explicit "I agree" statement from client.

Enter Information in System

In the back office system, enter the phone number and check the SMS consent checkbox. The system automatically logs the consent timestamp, method (verbal), and staff member ID.

System Records: Timestamp, consent method, staff ID, IP address for audit trail.

Confirm Opt-Out Process

Inform the client about the documentation of their consent and remind them of the opt-out process. They can opt-out verbally or by texting STOP to any message.

Opt-Out Methods: Verbal request to staff or reply STOP to any SMS message.

✓

Save and Verify

Save the client record. The SMS consent status is now active and prominently displayed in the client profile. The audit log captures all consent-related activities.

Complete: Client is now enrolled in SMS communications with full audit trail.

⚠️PROMINENT CONSENT STORAGE DISPLAY

SMS Consent Status - Client Profile View

📸 SCREENSHOT PLACEHOLDER

Client profile showing PROMINENT SMS consent status indicator. The consent status must be clearly visible with:

✅ Large, bold "SMS CONSENT: ACTIVE" indicator
✅ Green background or checkmark for active consent
✅ Phone number with consent timestamp
✅ Consent method (Verbal/Web/Portal)
✅ Staff member who obtained consent
✅ Clear "Revoke Consent" button if active
✅ Audit history link showing all consent changes

Note: Remove all Personally Identifiable Information (PII) from screenshots

SMS Consent Audit Trail

📸 SCREENSHOT PLACEHOLDER

Audit trail showing all SMS consent activities with timestamps, actions, and user attribution. Must show:

📅 Date/Time of each consent action
👤 Staff member who performed action
✍️ Type of action (Grant/Revoke/Update)
📱 Phone number affected
📝 Consent method used
💬 Any notes or reasons for changes

Database Consent Record Structure

{
  "consent_id": "CNS-2024-001234",
  "client_id": "CLT-XXXXX",
  "phone_number": "+1XXXXXXXXXX",
  "consent_status": "ACTIVE",
  "consent_granted_at": "2024-11-05T10:30:00Z",
  "consent_method": "VERBAL",
  "consent_version": "2.0",
  "staff_id": "STF-XXXXX",
  "staff_name": "[REDACTED]",
  "ip_address": "[REDACTED]",
  "notification_preferences": {
    "appointment_reminders": true,
    "telehealth_links": true,
    "document_reminders": true,
    "practice_updates": false
  },
  "audit_trail": [
    {
      "timestamp": "2024-11-05T10:30:00Z",
      "action": "CONSENT_GRANTED",
      "method": "VERBAL",
      "performed_by": "STF-XXXXX",
      "notes": "Verbal consent obtained during registration"
    }
  ],
  "compliance": {
    "tcpa_compliant": true,
    "hipaa_compliant": true,
    "opt_out_method_available": true,
    "double_opt_in": false
  }
}

⚠️ Critical Compliance Requirements

SMS consent MUST be prominently displayed in the client profile at all times

Consent status changes MUST be logged immediately with timestamp and user attribution

Verbal consent MUST include reading the entire script without modifications

Phone number and explicit agreement MUST both be verbally confirmed

Opt-out instructions MUST be provided at time of consent and honored immediately

Consent records MUST be retained for compliance auditing purposes

Staff MUST be trained on proper verbal consent procedures

System MUST prevent SMS sending to clients without active consent