SMS Outreach FAQs

SMS Compliance and TCPA Guidelines for the VEO

The Virtual Engagement Officer (VEO) communicates with donors via SMS in compliance with federal regulations governing nonprofit text messaging. This article explains how TCPA applies to nonprofits, how Givzey ensures compliance, and how donors can opt out of SMS communication at any time.

How does TCPA apply to nonprofit organizations?

The Telephone Consumer Protection Act (TCPA) governs SMS and text messaging laws in the United States.

Nonprofit organizations operate under a distinct set of TCPA rules. Unlike for-profit entities, nonprofits are not required to obtain explicit opt-in for SMS messaging. Instead, they may rely on implied consent.

Implied consent means that anyone who has voluntarily provided their phone number to the nonprofit is eligible to receive SMS messages. This may occur through:

• A prior donation
• An alumni survey or directory
• Event registration
• An application or form submission
• Any other interaction where the phone number was provided directly to the organization

How does Givzey approach federal SMS regulations for nonprofits?

Givzey complies fully with all TCPA requirements applicable to nonprofit organizations.

Key compliance practices include:

• Acceptance of implied consent in place of explicit opt-in
• Required TCPA opt-out mechanisms built into SMS workflows
• Automatic handling of opt-out requests

Donors do not opt in to SMS messaging. Instead, they are always given the ability to opt out, as required by TCPA.

To ensure regulatory consistency, all members of a VEO portfolio must currently reside within the United States.

Can donors opt out of SMS at any time?

Yes. Donors may opt out at any time—during or between conversations with the VEO.

A donor can opt out by replying with:

• “stop”
• “unsubscribe”
• “opt-out”
• Any contextual request indicating they no longer wish to receive SMS messages

The VEO interprets both keyword-based and contextual opt-out requests, including misspellings, and immediately removes the donor from SMS communication. If a donor indicates they want no further communication at all, the VEO will also opt them out of VEO outreach entirely.

The VEO does not include explicit opt-out language in every outbound message, but donors may opt out at any time.

Does the VEO send a confirmation message when a donor opts out?

It depends on how the opt-out occurs.

• If a donor replies with STOP or UNSUBSCRIBE, many mobile carriers automatically send a confirmation message. In these cases, the VEO does not send a separate reply and simply processes the opt-out.
• If a donor uses different language to opt out, the VEO responds in a human-like manner—acknowledging the request and confirming the opt-out before ending SMS communication.

How can we help our teams feel confident about SMS compliance?

Organizations may reinforce transparency by clearly communicating SMS usage and opt-out options to donors.

We recommend:

• Including language in the introductory email sent to donors entering a VEO portfolio

  Clearly stating on your VEO landing page that:

  • The VEO communicates via SMS and email
  • Donors can opt out of either channel at any time
  • Opt-out options include replying “stop” or “unsubscribe” to the VEO or replying to the introductory email sent by your organization

These practices help set expectations while maintaining compliance with federal regulations.