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Survey Text Messaging

Reach your audience and improve survey completion rates with Survey Text Messaging.

In this article: 

Overview

Easily reach your employees — wherever they are — with survey invitations sent via text message. 

Before you can send SMS survey invites, there’s an approval process to meet legal and platform requirements. This guide covers what’s required, how to prepare, and what to expect. 

Why Approval Is Required

SMS text messaging is regulated under the U.S. Telephone Consumer Protection Act (TCPA) to prevent spam. 

Quantum Workplace partners with Twilio to deliver survey text messages, and Twilio can only send messages to recipients who have explicitly opted in. 

Approval is required for every new SMS campaign through Twilio’s Campaign Registry. Without approval, no texts can be sent. 

The Telephone Consumer Protection Act (TCPA) regulates any means "to communicate with or try to get into communication with a person by telephone." This regulation is specific to the United States. 

To learn more about the TCPA, see the TCPA Rules Document. More information is also available in our SMS Terms of Service.  

 

Eligibility Requirements

  • US-based mobile numbers only 
  • Recipients must have a Quantum Workplace account 
  • Consent is required before sending messages 
  • Numbers can be provided via: 
  • HRIS integration (with an SMS consent field, if available) 
  • Manual file upload (exclude numbers for employees who haven’t opted in) 
  • If an employee has previously opted out, they must text START to re-enroll 

 

What You’ll Need Before You Start

Have these items ready before your Customer Implementation Manager can submit your application to Twilio: 

  • A documented opt-in process showing how you gather and maintain consent 
    • Employees must actively say “Yes” — they cannot be automatically opted in 
    • Consent can be collected through your HRIS, onboarding forms, or a secure web form 
  • Opt-in language provided to employees, including: 
    • What they’re signing up for 
    • How to opt out 
    • A “message/data rates may apply” notice 
  • Program description (40–2048 characters) for Twilio 
    • Example: “We send quarterly employee engagement surveys via SMS. Employees opt in through our HR portal and can opt out at any time by replying STOP.” 
  • Legal and business details required for Twilio registration (see full list below): 
    • Legal Business Name 
    • Business Address 
    • How end-users consent to receive messages (40–2048 characters) 
    • Company Type: Private, Public, US Non-Profit, US Government 
    • Business Type: Sole Proprietorship, Partnership, Corporation, Co-operative, LLC, Non-Profit Corporation 
    • Business Industry: Automotive, Agriculture, Banking, Construction, Consumer, Education, Electronics, Engineering, Energy, Oil & Gas, Fast-moving consumer goods, Financial, Fintech, Food & Beverage, Government, Healthcare, Hospitality, Insurance, Legal, Manufacturing, Media, Online, Professional Services, Raw Materials, Real Estate, Religion, Retail, Jewelry, Technology, Telecommunication, Transportation, Travel, Not for Profit 
    • EIN / Tax ID 
    • Business Regions of Operation: Africa, Asia, Europe, Latin America, USA & Canada 
    • Company Website URL 
  • For publicly-traded companies: 
    • Stock Ticker Symbol 
    • Stock Exchange: AMEX, ASX, B3, BME, BSE, FRA, ICEX, JPX, JSE, KRX, LON, NASDAQ, NSE, NYSE, OMX, SEHK, SGX, SSE, STO, SWX, SZSE, TSX, TWSE, VSE, None, Other 

Quantum Workplace will use this information to register you for Survey Text Messaging with Twilio.  

Note: The approval process through Twilio can take up to 3 months, and providing accurate information at the time of submission to your Customer Implementation Manager can help speed up approval. 


The Approval Process

Step 

Who Does It 

What Happens 

1. Upload Phone Numbers (Anytime) 

You 

Add mobile numbers via HRIS or file upload 

2. Complete Campaign Form 

You 

Fill out the form with your business info, consent process, and opt-in language 

3. Submit to Twilio 

QW CIM 

We send your application to Twilio 

4. Wait for Approval 

Twilio 

Review typically takes up to 3 months 

5. Launch Survey 

You + QW 

Once approved, SMS can be used for any future survey 


Invitation & Reminder Message Content

Quantum Workplace provides users with standard formats for SMS invitations and reminder content. 

  • Bolded items indicate system variables that vary per organization, survey, and survey participant. 
  • To ensure legal compliance and consistent delivery, the content of messages cannot be customized. 
  • Messages are 160 characters or less and sent as a single text message. 

Initial Welcome Message 

For their first SMS invitation, participants receive a one-time welcome SMS along with the survey invitation: 

Welcome to Survey Messages from [OrgName], powered by Quantum Workplace. Msg & Data rates may apply. Reply HELP for help or STOP to end. 
Your input is important to [OrgName]. Take our survey by [mm/dd/yy] to share your thoughts. [link] 

Invitation Message 

This message formally invites participants to take the survey: 

Your input is important to [Demo Company]. Take our survey by [mm/dd/yy] to share your thoughts. [link] Reply STOP to end. 

Reminder Text Message(s) 

Each survey reminder uses the following format: 

Don’t forget to complete your [Demo Company] survey by [mm/dd/yy]. [link] Reply STOP to end. 

Spanish support: Participants with Spanish as their default language will receive invitations and reminders in Spanish. 

Scheduling 

  • For single surveys: 2:00 p.m. EST is recommended to align with business hours across time zones. 
  • For automated surveys: Invitations and reminders are sent by default at 2:00 p.m. in the organization’s default time zone, unless modified. 

 

Administrators can find their organization's number by navigating to General Settings under Administration in the left-hand navigation menu. If your organization has a Twilio configuration, you'll see the Survey Text Messages card in your General Settings.  

Managing Opt-Outs

  • Employees can opt out any time by replying STOP 
  • Twilio automatically blocks future texts to that number 
  • Remove the number from QW to reflect opt-out status 
  • To re-enroll, employees must text START to your organization’s survey number 

 

Best Practices for Gathering Consent

  • Add an opt-in checkbox to onboarding forms or HRIS profiles 
  • Create a secure web form for employees to provide their number and consent 
  • Share an internal communication with an opt-in link 

Sample Opt-In Language (review with legal before use): 

I agree to receive text messages from [Company Name] about employee surveys. Message and data rates may apply. Reply STOP to opt out at any time. 

Summary Checklist 

  • Upload phone numbers into Quantum Workplace 
  • Have a compliant, documented opt-in process 
  • Save your approved opt-in language 
  • Complete and send the Campaign Form to your CIM 
  • Schedule SMS-enabled surveys and monitor opt-outs