Overview
Members and prospects can now opt themselves in to text messages from your club. They simply text JOIN to your location’s SMS number, or scan your club’s SMS Opt-in QR code, and Club OS takes care of the rest:
- Their record is updated to opted in to SMS, so you no longer have to do it manually.
- They receive an automatic confirmation text that includes the required compliance language.
- If the phone number doesn’t belong to anyone in Club OS yet, a new prospect is created for you automatically.
This is a great way to grow your SMS list from the front desk, flyers, posters, and signage around the club.
Note: SMS Opt-In by Text is an add-on feature with a usage-based fee. Each time someone who isn’t already in Club OS texts in to opt in, the system performs a phone number lookup to identify the person and build their prospect record, and each lookup is billed. Contact your Club OS account manager to have this feature turned on for your club.
How It Works
- A member or prospect texts JOIN (or START) to your location’s SMS number, either by typing it or by scanning your SMS Opt-in QR code.
- Club OS checks the phone number against the members and prospects at that location.
- If a matching record is found, the record is updated to opted in to SMS and a note is added to the record.
- If no matching record is found, Club OS looks up the phone number, then creates a new prospect at that location (see New Prospects Created from an Opt-In below).
- Within about 30 seconds, the person receives a confirmation text letting them know they’re opted in.
- The incoming text shows up in the message window for the salesperson assigned to that member or prospect. If no one is assigned, or a new prospect was created, it shows up in the default Member sales message window.
What Counts as an Opt-In Message
The text must contain only the keyword. Capitalization and extra spaces don’t matter.
| Text received | Opts in? |
|---|---|
| JOIN | ✅ |
| join | ✅ |
| “Join “ | ✅ |
| START | ✅ |
| I’d like to JOIN | ❌ |
| JOIN please | ❌ |
Texts that don’t match a keyword are handled just like any other incoming text. They still appear in your message window as usual.
The SMS Opt-in QR Code
The QR code is the easiest way for members to opt in. When scanned, it opens the person’s texting app with your location’s number and the word JOIN already filled in. All they have to do is tap Send.
Finding Your QR Code
- Click your name in the top-right corner to open the user profile menu.
- Select SMS Opt-in QR Code (located between Share Guest Waiver Link and Online Booking Links).
- If you have access to more than one location, choose the location from the Location dropdown. Each location has its own QR code tied to its own SMS number.
- Click Download PNG to save the QR code image for your signage, flyers, or other printed materials.
The QR code card also shows a plain-text version, such as Text JOIN to (215) 555-0142. We recommend including this text next to the QR code on anything you print so members who can’t scan a code can still opt in.
Tip: Opt-ins from a QR code are always tied to the location that QR code belongs to. If you have multiple locations, be sure to post each location’s own code.
The Confirmation Text
Every successful opt-in receives an automatic confirmation text from the same number they texted. By default it reads:
Welcome to {Club Name} updates! You’re now opted in to receive texts about our club and membership offerings. Msg & data rates may apply. Reply STOP to opt out, HELP for help.
The last sentence (“Msg & data rates may apply. Reply STOP to opt out, HELP for help.”) is required for compliance and is always included. It can’t be changed or removed. The first part of the message can be customized for your location. Contact Club OS support if you’d like to update it.
Once the confirmation text is sent, a note is added to the member or prospect record: Opt-in confirmation sent via SMS to {phone number}.
New Prospects Created from an Opt-In
When someone texts JOIN, and their number isn’t found at that location, Club OS creates a new prospect with the following details:
| Field | Value |
|---|---|
| Phone Number | The number they texted from |
| First Name / Last Name | Name from the phone number lookup, if available. Otherwise “Unknown” |
| Blank | |
| SMS Opt Out | No (opted in) |
| Email Opt Out | Yes (no email was provided) |
| Origin | Other |
| Marketing Source | SMS Keyword Opt-In |
A note is added to the new prospect: Prospect created via SMS keyword opt-in. Keyword: ‘{keyword}’. Inbound phone: {phone number}.
Tip: Name information isn’t available for every phone number, so you may see prospects named “Unknown Unknown.” Follow up with these prospects to collect their name and email address.
What Happens in Special Scenarios
The Member Is Already Opted In
Nothing changes on their record and no opt-in note is added. They’ll still receive the confirmation text.
The Same Phone Number Is on More Than One Record
If the number is on multiple member or prospect records at the same location, each of those records is opted in and gets its own note.
The Number Exists at a Different Location
Opt-ins only look at records at the location whose number was texted. If the person exists at another location but not this one, a new prospect is created at this location.
The Location Has No SMS Number
The QR code can’t be generated. The QR code window will show: “A SMS number must be configured for this location before a QR code can be generated.” Contact Club OS support to set up an SMS number for the location.
The QR Code Won’t Load
The QR code window will show: “QR code could not be generated. Please try again.” Close the window and reopen it. If the problem continues, contact Club OS support.
Frequently Asked Questions
Can staff still opt members in to SMS manually?
Yes. You can still update a member’s or prospect’s SMS opt-out setting on their profile just as you do today.
What if a member previously replied STOP?
Members who replied STOP in the past should text START to your location’s number to opt back in. This makes sure they start receiving your texts again.
How does someone opt out after opting in?
They can reply STOP to any text from your club at any time.
Will this change how I receive other text replies?
No. Texts that aren’t an opt-in keyword are handled exactly as they are today and appear in your message window as usual.
Why do some new prospects say “Unknown” for their name?
Club OS looks up the name connected to the phone number, but name information isn’t available for every number or carrier. When no name is found, the prospect is created with “Unknown” as the first and last name.
Is there a cost to use this feature?
Yes. SMS Opt-In by Text is a paid add-on. A small fee applies each time a phone number lookup is performed for someone who isn’t already in Club OS. Opt-ins from existing members and prospects don’t require a lookup. Contact your Club OS account manager for pricing.
Why don’t I see SMS Opt-in QR Code in my menu?
The feature hasn’t been turned on for your location. Contact your Club OS account manager to get started.
