How to Use the A2P SMS Disclaimer

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When a customer enters a phone number at check-in, Frontlion asks them to choose Accept or Deny under the heading I agree to receive text messages. That choice is their consent to receive SMS about their visit, and it is recorded against the visit.

This article covers what the customer sees on a kiosk, on a mobile link, and on the form an associate fills in for them, and what staff should and should not do while consent is being captured. To enable the disclaimer or change its wording, see How to Configure the A2P Consent Disclaimer.

What the customer sees, and how to use it

The disclaimer behaves identically wherever the workflow runs. Once a phone number has been entered, the customer must choose Accept or Deny before the check-in can be completed.

Important: Denying consent must never block a customer from joining the queue. Do not configure your workflow so that SMS consent is a condition of service.

Frontlion recommended disclaimer: By entering your phone number, and accepting the communication, you agree to receive SMS notifications about your place in line from the [Company] via Frontlion. Message frequency varies. Message & data rates may apply. You can reply STOP to opt out at any time. Text HELP for help. Please check our privacy policy bellow.

On a lobby kiosk

1. The visitor reaches the questionnaire and enters their number in the phone field.

2. The consent panel sits beside the field, so they read it as they type.

   

3. They tap Accept or Deny, then Continue.

   

Tip: On a shared kiosk, the consent belongs to the person standing there and to the number they typed — not to the device. Lobby staff should never tap Accept for a visitor.

On mobile

1. The visitor opens the check-in link and enters their number.

2. The panel appears under the phone field. On a narrow screen the disclaimer wraps, so scroll to confirm the whole block, including the terms link, is reachable.

   

3. They tap Accept or Deny, then Continue.

   

Tip: Mobile is where the terms link matters most, because the customer can actually tap it. Open the link on a phone yourself and confirm the page is readable at that width.

On the associate's form

The panel also appears when an associate adds a customer from the Queue.

1. The associate enters the customer's number on the ADD NEW CUSTOMER form.

2. They ask the customer whether they want text updates, and record the answer the customer actually gives.

   

3. They click Continue and the check-in proceeds.

Important: Never select Accept on a customer's behalf without asking them. Consent recorded without the customer's agreement is not valid consent, and it is the kind of thing that surfaces in a carrier audit or a complaint.

Before you go live

1. The phone question is type SMS-Enabled Phone, and Show SMS Disclaimer Message is selected on every question that collects a number.
2. The workflow is published.
3. The disclaimer text still contains all six required elements — in particular HELP, STOP, "Message and data rates may apply", and the pointer to your terms.
4. The terms link opens, on your own domain, without a login, and the page covers mobile messaging and data sharing.
5. You have checked in on a kiosk and on a mobile link, and confirmed the panel appears and that both Accept and Deny complete the check-in.
6. Associates have been briefed not to answer on the customer's behalf.

Troubleshooting

For additional support, contact the Frontlion Support Team.