Skip to content
  • There are no suggestions because the search field is empty.

Texting

How to use The Texting Feature

1. Click-To-Call in Hubspot, as you would normally to place a call

2. In Aircall Select "Message"

3. Your Message Will Log In Aircall: 

3. Your Message Will Be Logged In The Activity History In Hubspot: 

 



SMS Compliance Requirements

🔐 1. Always Confirm Opt-In First

Before texting a prospect:

✅ Confirm they checked the SMS opt-in box in the "Source" section (sms consent: on)


✅ If consent was not given at form submission you can still get consent over the phone or via email, by asking: "Can I send you occasional text messages with offers from American Ally? These may be sent using automated systems. Msg & data rates may apply. Reply STOP to cancel, HELP for help. It’s optional.”

❌ Do not text any prospect who didn’t opt in — even if they provided a phone number.


📝 2. Use an Approved First Message Format

Your first text must include:

  • Your company name (American Ally)

  • Why you’re texting

  • Instructions to opt out

✅ Example First Message:

Hi [First Name], this is [Agent Name] from American Ally [Your Message Here]. Reply STOP to opt out.


🔁 3. Always Honor STOP/HELP Commands

If a contact replies STOP, they will be automatically unsubscribed and their "sms consent" field will show "stop". Don't worry - AirCall won't let you text them by accident.

If they reply HELP, they will receive the following automated message:
You can reach our support team at
1 (800) 743-6853
  or visit americanally.com for help.

🕐 4. Respect Time of Day

Only text prospects between 8:00 AM and 9:00 PM in their local time zone. Outside those hours, wait until the next day.


🧠 5. Don’t Mislead or Pressure

  • Be transparent: say who you are, what you're offering, and why.

  • Avoid deceptive language like “free coverage” unless truly free and with no obligation.

  • Never imply texting is required for quotes or service.


🚫 6. Never Use Personal Phones or Unapproved Tools

  • Always send texts via Aircall our approved SMS platform.

  • Do not use personal mobile numbers or WhatsApp/Signal/etc.

❌ 7. Handling Rude or Aggressive Prospects

Your safety, time, and professionalism matter. We do not expect you to win over toxic people — especially via text, which is billed per message. If someone is being inappropriate, disengage immediately. Here’s how:

  • Do NOT engage or argue — never try to “fix” a rude prospect. It’s not worth the time or cost.

  • Use a one-time, professional close-out message (if needed):
    “Understood. We’ll go ahead and remove you from our list. Take care.”

  • Block the number immediately after sending a close-out message: 
    Send the phone number you need to block to over chat or email to Samantha McHone, samantha@americanally.com

  • Move the Deal to "Closed Lost - DNC" in HubSpot.

  • If the message is threatening or alarming, screenshot it and report it to your team lead.

  • Trust your gut — if something feels off, it is. You’re never expected to pursue leads that make you feel unsafe or disrespected.

🧠 Some people are just not our people—and that’s okay. We’re here to serve real families who want help.