Home FAQs: Texts

FAQs: Texts

By Brokerkit Product
• 9 articles

The recipient did not receive my texts

Issues that can impact SMS Text Delivery Sometimes, when users send out text messages, the recipient says they have not received them. Users also wonder why they have not been responded to after sending an important text message to a lead or to their agent. Imported Courted or MLS number is in Other If Courted or MLS contacts have a phone number in Other Phone but no Cell Phone, check the Preferred Phone fallback for each affected MLS connection: open Data > MLS Settings, select that MLS, open Settings, and enable Map Preferred Phone to Cell Phone if Cell Phone is not available. Save the MLS settings. On future imports, this setting can fill an empty Cell Phone field from Preferred Phone. It does not replace an existing Cell Phone number. Preferred Phone does not prove that the number is mobile; it may be a landline and may not receive texts. Previously imported contacts with numbers in Other Phone may need separate review. See Understanding MLS Preferred Phone Mapping in Brokerkit for the setting and its tradeoffs. If You Have a Brokerkit Number but Texting Stopped Working If you were able to text before but now cannot, and your account shows Verified Texting & Calling as approved, your current Brokerkit phone number may not be linked to your approved verified texting use case. This often happens after a new number is selected, a number is released or replaced, or a new Admin/Staff user gets a Brokerkit number. To link the number to verified texting: 1. Click your name in the top right corner. 2. Select Phone Number. 3. Under Register for Verified Texting & Calling, open the Verified Texting tab. 4. Scroll to Numbers Available For Association. 5. Select All Phone Numbers. 6. Click Submit. Use Submit, not just Save, so the number is sent for verified texting review. 7. Wait about an hour before texting again. Having Verified Texting approved on the account does not automatically mean every newly added or replaced Brokerkit number can text. The number must be associated with the verified texting use case and submitted before it can send texts. For the full setup steps, see Registering Your Business Profile for Verified Calling and Texting. The Contact Previously Opted Out (Most Common Fix) If a contact previously replied STOP to your Brokerkit texts, they will not receive any new messages from your number. This is the most common reason texts stop going through to a specific contact. Solution: The contact must text START, YES, or UNSTOP back to your Brokerkit phone number to opt back in. You cannot override this from your end — the contact must send the keyword themselves. Once they reply with a start keyword, texts will resume automatically. For more details on opt-out and opt-in keywords, see How to manage opt-out requests for SMS/MMS text messages. The Phone Number Can't Accept Texts Reviewing our logs, there are many instances of SMS/MMS texts that are blocked for a variety of reasons, such as: 1. The phone number is for a landline phone that does not accept calls 2. The cell phone is turned off 3. The phone number is not valid Carrier filtering First, note that telecommunications carriers like AT&T and Verizon have implemented carrier filtering on SMS/MMS texts to: 1. Enforce rules or regulations about what types of messaging is allowed in that country or mobile network. 2. Protecting mobile subscribers from unwanted messaging such as spam, fraud, or abuse. There is no standard practice for carrier filtering across all carriers. Filtering can range from a simple static list of prohibited terms to advanced machine learning systems that constantly adapt based on the messages passing through them. Regardless of the system, carriers keep their filtering systems closely guarded secrets. Due to the ambiguous nature of these filtering mechanisms, Brokerkit cannot say definitively how these systems work or why a particular message was filtered. Steps to Troubleshoot: 1. Check if the contact opted out: Look at the text delivery status for that contact. If it shows "unsubscribed" or "opted out," the contact needs to reply START to your Brokerkit number to resume receiving texts. See opt-out management for details. 2. Confirm the sender number is linked to verified texting: If you are in the US (this does not apply in Canada), make sure your Brokerkit number is linked to the approved verified texting use case. After adding, releasing, replacing, or selecting a Brokerkit number, go to Phone Number > Register for Verified Texting & Calling > Verified Texting, scroll to Numbers Available For Association, select All Phone Numbers, click Submit, and wait about an hour. Use Submit, not just Save. 3. Check the phone number to determine whether it is a mobile number or not: 1. Here is a tool to look up the type - wireless or not, and carrier of phone numbers: https://veriphone.io/. 2. If the number is identified as wireless, meaning mobile, that number should be able to receive text messages. 3. Need to check a list of numbers in bulk? Use PhoneValidator.com to upload a CSV and identify which numbers are cell, landline, or VoIP. Free single lookups are available on their site, and bulk batch processing starts at $0.004 per lookup (~$4 per 1,000 numbers). 4. We recommend that the initial outbound message not exceed 306 characters, which generally equates to two segments of text on most standard carriers. 5. Use the contact's first name to greet them using variables. "Hi Jane, this is Tom Thumb following up..." For more detail on variables, go here. 6. Do not use links in your initial outbound message. There is a high probability that carriers will not deliver an outbound message that includes a link. If you plan to send links, be sure to select that option in the verified texting use case described here (US Only). 7. Do not use "spammy" terms in your text like "CA$$H." 8. Keep the text clear and straightforward. Don't include repetitive phrasing. This might trigger spam filtering. 9. Change the message completely to see if that's something in the text body that was blocked 10. Decrease the number of recipients sent at once 11. Send the messages from a different phone number one of two ways: 1. Send messages from a different Brokerkit user using their phone number. 2. Go to the Brokerkit phone number page, release your number, and get a new one (click your name in the top right > Phone Number > Release to release your number). 12. If the above steps don't address the issue, please email us the recipient's phone number(s) and the timeframe to support@getbrokerkit.com. The Brokerkit Customer Success team will pull the logs for texts sent to that phone number to review and report back to you.

Last updated on Oct 02, 2026

How does text replies work?

Whether you are mass texting your team or via campaigns or individual texts on Brokerkit, one of the most powerful features of using Brokerkit's texting service is replies. When you get a reply to a text on Brokerkit, the first text you'll receive will tell you who is responding, as shown below. Second message you will receive is a text containing a hyperlink to the contact's profile. To reply to their message on their phone, simply reply to the text that Brokerkit sent to you, as you would anyone else. Just like normal texting, each conversation will come from a different phone number (we call these multiplexer numbers) from Brokerkit so that it knows to whom you are replying, and it can automatically log and forward every reply in an instant. If you ever aren't sure who the reply came from, or you deleted the original message with the name of the replier above in the screenshot above, you can reply with the command "?who," and Brokerkit will send you that header message again with their name. Note: If you respond to a text after 30 days of inactivity (which we've found is virtually never), the "conversation" will have expired, so you will need to restart the conversation in Brokerkit on the lead view. Where Do Text Replies Go? When a contact replies to a text sent through Brokerkit, you can choose how you want to be notified. This is controlled in User Settings > Notifications under the Messaging Engagement section. For the Text Replies row, you have three notification options: - Emails — Receive an email notification when a contact replies to your text - Bell — Receive a bell notification inside Brokerkit - Text — Get the reply forwarded to your personal phone as a text message On newer accounts, text replies are forwarded to email by default. This preserves your texting allocation for outbound messages only. If you want text replies forwarded to your phone instead: 1. Go to User Settings > Notifications 2. Scroll to Messaging Engagement 3. Find the Text Replies row 4. Uncheck Emails and check Text 5. Click Update Notifications After making this change, future text replies from contacts will be forwarded to your phone as text messages instead of email. Understanding Multiplexer Numbers Each contact reply is forwarded to your phone from a unique Brokerkit multiplexer number. This is how BrokerKit keeps conversations separate so it knows who you are replying to. A few important things to know: - Each contact gets a different number — Replies from different contacts will arrive from different multiplexer numbers. This is by design. - Numbers stay consistent — The same contact's replies will come from the same multiplexer number as long as there is recent activity. - Numbers recycle after inactivity — If there has been no texting activity with a particular contact for an extended period (at least 30 days), the multiplexer number may be recycled. If the contact replies again after that, their replies will come from a new, different number. This is normal and does not affect functionality. Troubleshooting: Not Receiving Text Replies on Your Phone If contacts are replying to your texts in Brokerkit but you are not receiving those replies forwarded to your cell phone, follow these steps: 1. Check Your Notification Settings (Most Common Fix) Go to User Settings > Notifications and look under Messaging Engagement. Find the Text Replies row and make sure the Text checkbox is checked. - Emails — Get an email notification when a contact replies to your text - Bell — Get a bell notification in Brokerkit when a contact replies - Text — Get the reply forwarded to your phone as a text message If the Text checkbox is not checked, replies will still be logged in Brokerkit but will NOT be forwarded to your phone. This is the most common reason users don't receive text replies on their cell phone. After checking the box, click Update Notifications to save. 2. Verify Your Forward Number Go to User Settings > Phone Number and confirm your cell phone number is entered as the forward number. Text replies can only be forwarded if a valid forward number is set. 3. Check If You Blocked the Multiplexer Number Since replies come from Brokerkit multiplexer numbers (not the contact's personal number), it is possible you may have accidentally blocked one of these numbers on your phone. Check your phone's blocked numbers list and unblock any unfamiliar numbers that may be Brokerkit multiplexer numbers. 4. Check for the Reply in Brokerkit Even if the reply was not forwarded to your phone, it should still appear in the contact's profile activity timeline in Brokerkit. Open the contact's profile and look for the text reply there. If it appears in Brokerkit but not on your phone, the issue is with the forwarding settings above. 5. Contact Support If you have verified all the settings above and are still not receiving text replies on your phone, please email support@getbrokerkit.com with: - Your name and team name - The contact's name and phone number - The approximate date and time of the missing reply Our team will investigate the text delivery logs and report back to you. If the issue persists, just say "talk to human" in this chat and we'll connect you with our support team. Now you can gain more control over your texts by using Notification Center, where you can receive notifications about the activity and avoid missing responses. In User Settings, you can always change your preferences about the notification you receive regarding to texts Last, note that you can also go in and filter on text replies in the Brokerkit user interface with the Engagement filter like below: mceclip2.png - The Notification Center is a great way to track engagement from your contacts, including text replies. You can see who replied to your text campaigns by checking the Notification Center bell icon and your Brokerkit Inbox. Notification Settings for New Leads and Candidates Text-reply notifications are separate from new-lead and new-candidate alerts. To manage them: 1. Open User Settings → Notifications. 2. Under General, configure the New Lead row. 3. Under Jobs, configure the New Candidate row. 4. Enable Bell for in-app alerts or Text for SMS alerts. 5. Make sure your forwarding number is configured before enabling Text.

Last updated on Sep 10, 2026

How to manage opt-out requests for SMS/MMS text messages

Does Brokerkit Filter Do Not Call (DNC) Lists? No. Brokerkit does not natively screen or block calls or texts against National, state, or third-party Do Not Call (DNC) lists. Before you contact anyone, screen your outreach list with an external DNC/compliance service. For U.S. telemarketing calls, register for access to the National Do Not Call Registry or use a third-party DNC scrubbing provider, such as DNCScrub, before importing or contacting people. Brokerkit does not integrate with or endorse a particular provider. Brokerkit does automatically enforce SMS opt-outs when a recipient replies with a supported stop keyword. That is separate from DNC list screening. You are responsible for having your list screened and for following requirements that apply to your business, contacts, consent records, and jurisdictions. DNC and text-messaging requirements can vary by situation, so consult your legal or compliance team about your specific outreach process. Brokerkit strives to build an industry-leading communication platform using media such as SMS/MMS texts while helping you comply with all industry regulations. It makes available supported opt-out and opt-in keywords, which are both in accordance with industry standards. Quick Reference: Opt-Out and Opt-In Keywords | Action | Keywords | What Happens | | --- | --- | --- | | Opt out (stop texts) | STOP, END, CANCEL, UNSUBSCRIBE, QUIT | Contact is added to suppression list and stops receiving texts from that Brokerkit number | | Opt back in (resume texts) | START, YES, UNSTOP | Contact is removed from suppression list and starts receiving texts again | The contact must reply with these keywords to the same Brokerkit phone number they opted out from. How this differs from the "Reply STOP" compliance line There are two related but different behaviors: - A contact replying STOP adds that contact's phone number to the suppression list for the Brokerkit phone number they replied to. Future texts from that Brokerkit number are blocked until the contact texts START, YES, or UNSTOP. - The "Reply STOP to unsubscribe" line that Brokerkit appends to outbound texts is compliance wording. It is added based on the conversation state, and it may be omitted even though carrier-level STOP handling still works. For one-on-one, bulk, and campaign texts, Brokerkit evaluates each recipient separately: | Recipient's conversation state on this Brokerkit number | Profile Friendly Name footer | "Reply STOP to unsubscribe" line | Result | |---|:-:|:-:|---| | Contact texted you first | No | No | Clean message | | Contact has previously replied in this conversation | No | No | Clean message | | Cold first message ever in this conversation | Yes | Yes | Full compliance | | Cold follow-up within 30 days after the opt-out line was sent | Yes | No | Footer only | | Cold follow-up after 30+ days | Yes | Yes | Full compliance | The Profile Friendly Name is the sender ID/footer your contacts see when Brokerkit adds a footer. Admin users can edit it from Phone Number > Register for Verified Texting & Calling on the Profile Status or Business Profile tab. A Contact Stopped Texts and Wants to Receive Them Again If a contact, agent, or lead previously replied STOP (or any stop keyword) and now wants to receive text messages again, the fix is simple: the contact must text START, YES, or UNSTOP back to the same Brokerkit phone number. This is the only way to resume texts after an opt-out. A Brokerkit user cannot override this from their end — the contact must send the opt-in keyword themselves from their own phone. Once they reply with START, YES, or UNSTOP, they are automatically removed from the suppression list and will begin receiving your texts again. No other action is needed from you. Common scenario: "My agent/lead stopped getting my texts" or "Texts are not going through to this contact" — if the contact previously replied STOP, the solution is to have them reply START to your Brokerkit number. How to Opt-Out For cases when text recipients want to stop receiving Brokerkit text messages, replying with the stop keywords will add their phone number to a suppression list for the Brokerkit user phone number, preventing the contact from receiving new messages from the Brokerkit phone number they're responding to. That means if recipients wish to cancel or stop receiving any text communication coming in, they only need to respond by typing any of the following universal stop keywords: STOP, END, CANCEL, UNSUBSCRIBE, and QUIT. After the recipient replies with a stop word, an automated response will be generated to acknowledge and complete the process. The response will read as follows: "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe." How to Tell if Someone Opted Out - You can determine this from each text's delivery status, which is detailed here. Find or Exclude Text Opt-Outs with Advanced Filters You can use the opt-out event in Advanced Filters to review suppressed contacts or keep them out of a reusable outreach audience: 1. Go to Recruiting or Retention and open Advanced Filters. 2. Select Activity & Engagement → Text Unsubscribes. 3. Choose is not empty to find contacts who opted out, or is empty to exclude opted-out contacts from the results. 4. Add any other audience conditions, apply the filters, and save the result as a Saved Search if you will reuse it. Filtering does not change suppression status, archive the contact, or add them to the Do Not Contact list. Brokerkit continues to enforce SMS suppression automatically. See Quick Filters, Advanced Filters, and Saved Searches for Saved Search details. Things to note about texting opt-outs: - If the user replies by requesting to opt out but does not use the exact stop words (e.g., Please remove me from your list), they will not be automatically opted out. We recommend you either manage those with a label or archive them as detailed here. - The opt-out will only apply to the Brokerkit phone number on which they replied with the stop word. Each user in a Brokerkit account has a different phone number, and the opt-out will not apply to the other user's phone numbers. - If a user releases their phone number and gets a new one, the opt-outs will not be tied to the new phone number since the suppression list is tied to the old phone number. - If a contact in recruiting or retention opts out of texts, they can still receive emails. Email unsubscribes are independent and are described here. - Contacts can still be subscribed to campaigns, but any campaign steps to send texts will be suppressed after an opt-out. You can see the suppression of the text in the status message at the bottom right of the text in the contact activity timeline. Email and task steps will still execute properly in the campaign. Do I need to manually remove contacts who reply STOP? No. When a contact replies with a stop keyword (STOP, END, CANCEL, UNSUBSCRIBE, or QUIT), Brokerkit automatically adds their phone number to the suppression list for that Brokerkit phone number. They stop receiving texts from that number going forward, and an automated unsubscribe confirmation is sent back to them. You do not need to manually remove the contact, archive them, or take any cleanup action for the opt-out itself. Future text steps in their campaigns are suppressed automatically; email and task steps continue to run. If a contact phrases their opt-out without using one of the supported stop keywords (e.g., "please take me off the list"), the system cannot automatically opt them out. In that case, manage them with a label or archive them as described above.

Last updated on Aug 14, 2026

How to set or update my Brokerkit phone number or forwarding number?

How Do I Update My Phone Number for SMS Notifications in BrokerKit? To update your phone number for SMS notifications (the number you use to send and receive texts in BrokerKit), follow the steps below. This is the phone number used for all Brokerkit SMS and call features. While in Brokerkit, click your name in the upper right-hand corner and select Phone Number. From this menu, you can add, update or release your Phone Number or add a Forwarding Number for any incoming texts and calls. Important: Only individual users can set up their own Brokerkit phone numbers. Account administrators cannot assign or set up Brokerkit phone numbers for other staff members. Each team member must log into their own account and follow the steps above to configure their personal Brokerkit phone number and forwarding settings. When adding new staff members to your roster, you can include their personal phone numbers during the setup process, but they will need to configure their own Brokerkit phone numbers separately. Pick a Brokerkit number: Type in the area code desired to pick a number. Due to telecommunication compliance guidelines, Brokerkit is unable to send calls or texts from your actual number, as this is considered spoofing. Setting a Forwarding Number: Once you select a phone number it will ask you to set a forwarding number. Enter in your forwarding number and click Start Texting to save your settings.  Outbound calls and texts will come from your Brokerkit Number, and inbound calls or texts will be forwarded to your Forwarding Number. If you don’t want replies to be forwarded to a number, you don’t need to select a Forwarding Number. You’ll still be able to view text replies directly in the contact's profile, your inbox, and the notification center bell. Releasing a Brokerkit Number Click release right next to your brokerkit number and confirm. You may select a new phone number or restore it. Restoring a released phone number Click restore it will direct you to email our support team to retrieve your number. A released phone number will be reserved for 10 days in case you need it back. Important Note: When a Brokerkit number is added or changed, you must navigate to the Use Case under Verified Texting and Calling and add that number to an approved campaign in order to use it for texting within Brokerkit. If you have any questions or need further assistance with this process, please don't hesitate to contact our support team. Area Code Availability When you search for a phone number, you might notice that your preferred area code does not have any available numbers. This situation is quite common, particularly in busy metropolitan areas, and here's the reason behind it: Area codes have a limited number of possible combinations, and in many densely populated regions, these combinations are often fully allocated. Moreover, the availability of numbers can change frequently as telecommunications providers update their inventories. For instance, in the Denver metro area, the original 303 area code is usually depleted, while newer area codes such as 720 or 719 may offer more options. This trend can be observed in other major cities where multiple area codes serve the same region. If you're unable to find a number in your desired area code, consider the following suggestions: - Explore alternative area codes that are also used in your metropolitan area. - Check back periodically, as available numbers are refreshed regularly. - Look into newer area codes that might have a greater selection of numbers. Keep in mind that all area codes within your region will still provide local service, even if they are not the original or most recognized codes for that area. How to View All Staff Brokerkit Phone Numbers As an admin, you can view all the Brokerkit phone numbers used by your team members in one place. Steps to View Staff Phone Numbers 1. Click on your username in the top-right corner. 2. Select Phone Numberfrom the dropdown menu 3. Click on Verified Texting 4. Scroll to the end of the use case section You'll see a list of all phone numbers associated with your business profile, including numbers used by Admin and Staff users. What You'll See The phone number list shows: - All Brokerkit phone numbers currently assigned to your team - Which numbers are associated with verified texting use cases - Phone numbers used by both Admin and Staff role users Managing Individual Phone Numbers If you need to manage a specific team member's phone number settings: - Each user can access their own phone number by clicking their name → Phone Number - Only the user who owns the phone number can release it or change forwarding options - Admins can view all numbers but cannot modify individual user phone settings Who can have a BrokerKit phone number? (Sign rider, dialer, and other use cases) Each BrokerKit user has their own dedicated BrokerKit phone number — the numbers are per-user, not pooled across the team. Whether a user can be assigned a number depends on their role and seat type: | Role | Paid seat? | Can have a BrokerKit phone number? | |---|---|---| | Admin | Yes | Yes | | Staff | Yes | Yes | | Agent | No (free) | No | | Affiliate | No (free) | No | Only Admin and Staff users — both of which are paid seats — can have a BrokerKit phone number. Agent and Affiliate users are free roles and cannot be assigned a number. This applies to every use case for the BrokerKit phone number, including: - Putting the number on a physical sign rider so calls and texts route through BrokerKit. - Outbound calling and SMS through the dialer. - Verified calling/texting after business profile registration. If you want an agent at your brokerage to use a BrokerKit number on their sign rider, that agent needs to be a paid Admin or Staff user on your account — not an Agent or Affiliate role. See Managing Users and Permissions in Your Account for role details and Viewing and Changing Your Plan for adding paid seats. Receiving SMS Notifications To receive SMS alerts for new leads or candidates: 1. Open User Settings → Notifications. 2. Enable Text for New Lead or New Candidate. 3. Confirm that your Forwarding Number is configured under Phone Number. 4. Use Send test SMS in Notification Settings to verify delivery. If Text notifications are enabled without a forwarding number, Brokerkit will display a setup warning.

Last updated on Sep 10, 2026

Text Messages vs. Text Segments: How to Understand and Track Your Usage

Quick answer A text message is what you and the recipient see as one message in the conversation. A text segment is the unit mobile carriers use to transmit and bill that message. One message can contain several segments. Brokerkit's monthly text allowance and usage billing are based on segments, not only on the number of messages shown in a conversation or the Activity Report. Why one message can use multiple segments The number of segments depends on the message's length and character type: | Message type | One segment | Longer messages | |---|---:|---:| | Standard SMS using GSM-7 characters | Up to 160 characters | Split into segments of up to 153 characters each | | SMS containing Unicode characters, including many emojis | Up to 70 characters | Split into segments of up to 67 characters each | | MMS containing an image or other media | — | Counts as exactly 3 segments in Brokerkit | Long SMS messages are reassembled by the carrier, so the recipient normally sees one seamless message even when several segments are billed. A single emoji or special character can change the entire SMS to Unicode and increase its segment count. How segments multiply in bulk texts and Smart Campaigns The segment count applies to every recipient. For example, if the editor shows 6 segments and you send that message to 3,000 contacts: 6 segments × 3,000 contacts = 18,000 outbound segments Replies are separate messages and add their own billable segments. That is why a monthly Billing total can be much higher than the number of outbound messages shown in the Activity Report. Check the segment count before sending Brokerkit shows the current segment count in the text editor. If your text spans multiple segments, the counter shows how many segments it uses, and a warning reminds you that billing is per segment. Review it after adding your final text, emojis, merge fields, or media. Shortening the composed message can keep it to one segment when the final outgoing text fits. For outbound texts with no prior reply, Brokerkit may append the team sender name and opt-out text after the composed body; a prior reply suppresses the sender-name footer. Twilio's segment count on the delivered message is the final count. When appropriate, shorten your copy or remove unnecessary emojis or other Unicode characters to reduce the segment count. Brokerkit text editor showing a segment counter Here is another example of a multi-segment SMS: Brokerkit multi-segment SMS example When you attach media, the editor shows the MMS segment count: Brokerkit MMS segment counter What happens if a bulk send may exceed your monthly limit? Before a bulk text or Smart Campaign is submitted, Brokerkit projects the resulting usage: - For a bulk text, it multiplies the message's segment count by the number of selected contacts and adds your current monthly usage. - For a Smart Campaign, it totals the segments across the campaign's text steps, multiplies that total by the number of selected contacts, and adds your current monthly usage. If the projection is over your monthly segment limit, Brokerkit displays a warning that shows the message count separately from the segment count, plus the recipient count, projected segment overage, and applicable usage fees. You must select Confirm before you can continue with the bulk text or add the campaign. This confirmation helps prevent a surprise. It does not change the segment count or monthly billing period. Track your usage during the month Go to the Brokerkit Billing page to review your plan and month-to-date usage. - Billing page: Use the text segment total to compare usage with your monthly allowance. It includes billable segments for sent and received texts. - Activity Report: Use this to review the number of outbound text messages sent by each user. It does not show segment totals or inbound replies. Because these pages measure different things, their text totals are not expected to match. Your billing period is monthly; the Billing page is the best place to monitor usage before the end-of-month bill. Related articles - How do I determine limits and track my email, text, and call usage? - Brokerkit pricing - Activity Report - Setting Up and Sending Texts

Last updated on Sep 15, 2026

How to Reduce SMS Opt-Out Rates

How to Reduce SMS Opt-Out Rates Texting is most effective when it follows a real relationship or a clear request from the contact. Relevant, personal messages are less likely to receive a STOP response and help protect your texting access. Brokerkit's operational target is to keep opt-out rates below 2%. High opt-out rates can result in carrier or provider action, including restricted or suspended texting privileges. Use Texting with People Who Expect to Hear from You We recommend texting in these situations: - Following up with people you have already met or spoken with. - Following up after a contact specifically asked you to text them, such as in a voicemail. Keep a record of that request and limit the text to the relevant follow-up. - Following up with leads who submitted a form with consent to receive the type of text you are sending — for example, an event registration, social ad, job ad, or inbound inquiry. - Encouraging contacts to text your Brokerkit number first, such as by sharing it at events, in conversations, or on marketing materials. If a contact texts you first or has previously replied, Brokerkit can send a cleaner follow-up message without the initial compliance language. Avoid Cold Outbound Texting Brokerkit does not recommend cold outbound texting because it creates greater compliance and opt-out risk. If you choose to send a first outreach text: - Do not use an automated or generic first message. - Make it one-to-one, personal, and clearly relevant to the recipient. - Give the recipient context for why you are reaching out. - Avoid abrupt sales or recruiting messages with no prior relationship. Better: Hi Jordan, this is Alex with ABC Realty. I just left you a voicemail after seeing your inquiry about the open house this weekend. Happy to answer any questions. Avoid: Join my brokerage! We have great commissions and support. Reply to learn more. Understand What Your Contacts See Brokerkit automatically includes compliance messaging based on the contact's history with your Brokerkit number. | Recipient state | Sender ID/footer | "Reply STOP" notice | Result | | --- | --- | --- | --- | | Contact texts you first | No | No | Clean message | | Contact has previously replied | No | No | Clean message | | First cold message | Yes | Yes | Full compliance message | | Cold follow-up within 30 days | Yes | No | Footer only | | Cold follow-up after 30 days | Yes, reinserted | Yes | Full compliance message | The sender ID appears as a branded footer. The initial compliance message and the renewed message after 30 days also include opt-out instructions. Make Your First Message Feel Personal Before sending a first text, ask: - Does this person know who I am? - Is there a recent conversation, inquiry, event, closing, or voicemail that gives this message context? - Is the message useful and relevant to this person specifically? - Would I expect this message if I were the recipient? Messages tied to an actual conversation or a specific event are generally more welcome than broad promotions. Monitor and Respond to Opt-Outs Pay attention to STOP responses and your overall opt-out rate. If you see an elevated rate: - Pause broad or automated outreach. - Review the audience, message, and reason for contact. - Shift toward conversation-based follow-up and leads with documented SMS consent. - Contact Brokerkit Support for help reviewing your approach. Brokerkit automatically honors supported opt-out keywords. Do not attempt to text a contact again after they opt out unless they later re-opt in through an appropriate process. See How to manage opt-out requests for SMS/MMS text messages for details. Important Compliance Note This article provides operational guidance, not legal advice. Your organization remains responsible for obtaining and maintaining appropriate consent for its messaging program. Our texting provider, Twilio, requires consent before messaging and expects the opt-in method, sender, and message purpose to align; a one-off inbound text does not by itself establish permission for ongoing marketing messages. See Twilio's A2P 10DLC guidance for additional information.

Last updated on Aug 07, 2026