SMS Notifications - How SignWell Collects Consent

SMS delivery for document signing notifications is currently being developed and is not yet available in your SignWell account. This page describes how SMS consent and opt-out will work when the feature launches. We will announce availability to eligible customers when SMS delivery is ready. No action is needed from you at this time.

SignWell sends transactional SMS only - signing requests, signing reminders, and completion notifications related to documents that businesses send through our e-signature platform. We never send marketing or promotional SMS. Consent for SMS delivery is collected and managed through the three-layer process documented below.

Layer 1 — Workspace Admin Attestation

Before SMS can be enabled in a SignWell workspace, the workspace administrator must complete a written attestation. The attestation appears in workspace settings and is required before any sender in the workspace can choose SMS as a delivery method. SMS is disabled by default on every workspace.

The administrator must check the following box:

"I confirm I have obtained consent from recipients to receive SignWell SMS notifications."

Layer 2 — Per-Recipient Delivery Method Selection

When a sender prepares a document for signature, they select the delivery method for each recipient individually: Email only, SMS only, or Email + SMS. SMS is selected on a per-recipient basis at send time. The sender is responsible for ensuring they have the recipient's consent and a correct phone number for SMS delivery, consistent with the workspace admin attestation in Layer 1.

Figure 2. The "Add Contacts for This Document" step in the document send flow.

Layer 3 — Ongoing STOP / Opt-Out

Recipients can opt out of all SignWell SMS at any time. Every SignWell SMS includes opt-out instructions appropriate for the recipient's region.

United States and Canada:

Reply STOP to any SignWell SMS. Twilio handles the opt-out at the carrier level. A single opt-out applies to all SignWell SMS, not just messages from one customer or workspace. Recipients can reply START at any time to resume receiving SMS.

United Kingdom and Australia:

Click the opt-out link included in every SignWell SMS to those regions. SignWell uses an alphanumeric sender ID in those regions, which does not support reply-based STOP. The link opt-out has the same effect as STOP, global to all SignWell SMS.

Opting out applies to all SMS from SignWell, not just from a specific customer or workspace.

Sample Messages

Signing request (US/Canada):

SignWell: Acme Corp provided your phone number for SMS notifications related to the document "Service Agreement". Reply STOP to opt out. Review and sign the agreement: https://signwell.com/s/abc123

Signing reminder (US/Canada):

SignWell: Reminder from Acme Corp to sign "Service Agreement": https://signwell.com/s/abc123 Reply STOP to opt out.

Completion notification (US/Canada):

SignWell: "Service Agreement" is complete. View: https://signwell.com/s/abc123 Reply STOP to opt out.

Related Resources

Contact

support@signwell.com