Thumbtack Number Texts

SarzozaPhoto

As we're all getting used to Thumbtack Numbers, I notice that when the message is texted, there are two auto replies of STOP and HELP included in the text. So if a lead hits STOP, does that count as a "Response" to Thumbtack and make the lead ineligible for a refund?

DustiO

@SarzozaPhoto this is a great question — let me find an answer and get back to you!

DustiO

Ok, I got an answer for you (and it's good news)!

Replying "STOP" opts the customer out of receiving future SMS messages from the pro, but does NOT count as a reply for the purpose of our refund policy.

Replying HELP explains how/when the customer opted into receive messages from the pro, it is (similarly) a system message and should not count as a response for the purpose of our refund policy.

Hope this helps! Have a GREAT holiday weekend @SarzozaPhoto !

Jonathan_Stickland

I am not aware of any rule, regulation, or law that requires you to do an opt out for the customer when they initiated the conversation. That is self inflicted wound for Thumbtack that legal should consider changing.

Having that on their presents us as AI, or bot, instead of an individual they chose to receive information from.

Getting rid of the opt out system (Which I will argue is totally warranted here) would impact close rates, booked jobs, increase communication between customer and vendors, and make all of us happier with Thumbtack. Including the customer who gets lambasted by many of us all at once.

Tag legal on this please!