Why this matters for a small contractor
Texting is fast, and homeowners often prefer it to phone calls. It is also regulated. In the United States, the Telephone Consumer Protection Act (TCPA) and the FCC's rules limit certain automated and marketing calls and texts. Mistakes can be costly.
You don't need to be afraid of texting. You need a simple habit: only text people who asked to hear from you, and stop when they say stop.
Laws change and details depend on the situation, so check with a qualified professional for your business. This is general information, not legal advice.
Types of texts
Not every text is the same. A useful way to think about it:
- One-to-one conversation. A customer texts you, you text back about their job. This is normal customer service.
- Service messages. "We're on our way," "Your appointment is tomorrow at 9." Related to a job the customer requested.
- Marketing messages. Promotions, offers, seasonal reminders and anything meant to sell. These generally need more care, and often clear written consent, especially when sent with automated tools.
When in doubt, treat a message as marketing and get consent.
Step 1: Get clear consent
Consent should be obvious and specific, not buried.
- Ask in plain language. For example: "Text me about my estimate and occasional offers from [Business]."
- Use an unchecked box or a clear action. Don't pre-check it, and don't make it a condition of getting a quote.
- Say what they'll get and how often. "Up to a few messages per month."
- Mention that message and data rates may apply.
A phone number on a form is not the same as permission to send marketing texts. Buying or scraping a list of numbers is a bad idea.
Step 2: Identify yourself
Start each message with your business name so people know who is writing. "Hi, this is Maria from Lopez Plumbing" is better than a bare "Your appointment is confirmed."
Step 3: Make opting out easy
Every marketing text series should explain how to stop, usually "Reply STOP to opt out." When someone replies STOP, or tells you in another reasonable way, stop texting them right away.
- Process requests quickly. Don't make them repeat themselves.
- Don't argue or try to win them back. One confirmation text is generally fine, then nothing more.
- Treat other clear requests as opt-outs. "Please don't text me" counts, too.
Under FCC rules, people can generally revoke consent in any reasonable way. See the FCC's guide for the latest.
Step 4: Watch the clock
The FCC's telemarketing rules generally limit calls and texts to between 8 a.m. and 9 p.m. in the recipient's local time. Even for service messages, late-night texts feel intrusive.
California is a big state, but it has one time zone. If you serve customers elsewhere, think about their local time. State laws may add rules, so check with a professional if you text in more than one state.
Step 5: Keep records
If someone ever questions a text, you want proof you had permission.
- Save the consent. Date, time, the wording they agreed to, and how they opted in (web form, in-person form, text reply).
- Save opt-outs. Keep a list of numbers that said stop and never text them again.
- Keep message history. An all-in-one inbox or your phone's thread is enough for one-to-one chats.
A simple spreadsheet works if you are small. The point is that you can show what happened and when.
What a good message looks like
Hi, this is [Name] from [Business]. Thanks for requesting an estimate. Can I come by Thursday at 10 a.m.? Reply STOP to opt out.
Short, clear, tied to a request they made, with an easy way out.
Common mistakes
- Texting old lists. Past customers are not automatically consenting to promotional texts.
- Ignoring STOP. This is the fastest way to get in trouble.
- Sending too often. Even legal messages annoy people if you overdo it.
- Using personal numbers for mass texts. Mixed use makes records messy. A separate business number helps. See missed calls and lost jobs.
- Pretending to be someone else. Be honest about who is writing.
Where ObraUp can help
If you want texting built into your workflow, ObraUp offers optional add-ons such as missed-call text-back, an all-in-one inbox that keeps message history in one place, and automatic follow-ups. They are quoted for your business and are not part of the website plan. They do not replace advice from a professional about your obligations.
You can also start with the site itself: Start with my website.
Questions people ask
Can I text a customer who just asked for a quote?
Replying to a request they just made is generally normal customer service. For promotions or repeated marketing messages, get clear consent first. This is general information, not legal advice.
What do I do if someone replies STOP?
Stop texting them and keep a record. Don't try to talk them out of it.
Is it okay to text past customers about a seasonal offer?
Only if they agreed to receive marketing texts from you. If you are unsure, ask for permission in a way that is easy to say no to.
Do I need a lawyer?
If you plan to run text campaigns, it is a good idea to talk to a qualified professional. The rules depend on your situation.
Sources
- FCC, Stop Unwanted Robocalls and Texts (checked October 2026)
- FCC, Consumer Guides (checked October 2026)