Opt-outs and TCPA compliance

Opt-outs and TCPA Compliance

ClinicReach is built to help healthcare organizations maintain compliance with the Telephone Consumer Protection Act (TCPA) and related carrier regulations for patient text messaging.

Automatic opt-out handling

Any patient who replies STOP, QUIT, CANCEL, END, or UNSUBSCRIBE to an SMS message is immediately and permanently removed from all future SMS sends. This suppression is applied account-wide — not just to a single campaign.

You cannot override an opt-out via the dashboard. To restore a suppressed contact, the patient must actively re-opt in (e.g., by texting START to your number).

Email unsubscribes

Every marketing email includes a one-click unsubscribe link as required by CAN-SPAM. Unsubscribe requests are processed within 10 business days (typically within minutes). Transactional emails (e.g., appointment confirmations at the patient's request) are exempt from marketing unsubscribe requirements.

Consent documentation

ClinicReach stores a timestamped consent record for every opted-in contact. You can export this log at any time from Audiences > Consent Log for your compliance records.

TCPA best practices

• Collect express written consent at the point of care or via a dedicated opt-in form.
• Include your organization name in every SMS message.
• Send messages only between 8 AM and 9 PM in the recipient's local time zone (ClinicReach enforces this automatically).
• Consult your legal counsel for guidance specific to your state and use case.