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Before a jewelry store texts clients about a trunk show, a repair pickup, or a holiday event, someone usually asks whether the store is allowed to text these people at all. This guide covers how consent, opt-outs, and quiet hours work for store texting, and how Clientbook handles each piece. It is a practical guide and not legal advice. Texting rules vary by state, so have your attorney confirm how they apply to your store.
The Short Version
You need permission to send marketing texts to the people in your database. That requirement doesn't depend on which software you use.
Collect consent at the counter. A client who types in their own number on a sign-up screen that shows the consent wording gives you one of the clearest records you can have.
Treat any request to stop as a STOP. STOP, QUIT, END, CANCEL, UNSUBSCRIBE, or a plain "please stop texting me" all mean the client wants your texts to end. Only STOP is blocked automatically, so for any other wording, stop all texts to that client yourself and note the date on their profile. Act right away, and never take more than 10 business days.
STOP blocks every text from that store number until the client replies START.
Send during allowed hours. Clientbook sends auto messages and mass messages between 9:00 a.m. and 7:00 p.m. Legal quiet hours follow the client's time zone, and some states set their own.
What the TCPA Means for a Jewelry Store
The Telephone Consumer Protection Act (TCPA) is the federal law most often cited for business texting. For a store, in practice that means three things: text people who gave you their number and agreed to hear from you, make it easy to stop, and honor stop requests right away. FCC rules in effect since April 2025 say a person can revoke consent by any reasonable means, and that the request has to be honored within a reasonable time of no more than 10 business days. Federal rules also limit telephone solicitations to 8 a.m. to 9 p.m. in the recipient's local time.
Clientbook's STOP handling is designed to support TCPA and carrier messaging requirements, but the store stays responsible for who is on its list. If you're unsure whether an old list qualifies, ask your attorney before you send a promotion to it. In fall 2026 the FCC adopted further changes that take effect 30 days after they are published in the Federal Register. They let a business name one opt-out method, such as replying with a standard word like STOP, if the method is clearly stated in the message, and they let opt-outs from informational texts apply only to that kind of message. A stop request on a marketing text still ends all marketing texts from that business, and the 10 business day deadline stays. Ask your attorney how these changes apply to your store.
How Consent Works in Clientbook Now
In 2026 Clientbook removed the separate opt-in text. Clients no longer have to reply YES before an associate can text them, and Clientbook no longer sends an opt-in request when a new client is added. Since Clientbook no longer asks clients to confirm by text, your store is responsible for collecting consent and keeping a record of when and how each client agreed.
Here is what Clientbook will let you send to, based on how a client came in:
Imported from your POS: Clientbook won't block texts. Only send marketing if the client agreed to it, and note when and how they agreed.
Added by an associate in the app or on the web: Clientbook won't block texts. The same rule applies: send marketing only with the client's agreement, and record it.
Signed up through Kiosk mode: Clientbook won't block texts, and Kiosk is the cleanest way to capture consent because the client agrees at the moment they give you their number. Kiosk mode shows an SMS consent disclosure on the sign-up screen.
Previously replied STOP: blocked until the client replies START.
A phone number collected for a receipt or a repair ticket is not, on its own, permission to send promotions. The opt-in change removed a second confirmation text that left many clients stuck in a pending state, and the standard for who you may text stayed the same.
STOP, START, and REMOVE
Clientbook acts on these keywords automatically. Clients can legally opt out in other ways too, so train associates to treat any request to stop as a STOP.
STOP blocks every text from your store number: mass messages, review requests, order pickup messages, auto messages, and one-on-one texts from associates. The block is enforced by the carrier network, outside Clientbook.
START lifts a STOP. The client has to send it to the same store number they opted out from.
REMOVE stops mass and marketing messages from your store. Associates can still text the client one-on-one about things like a repair or a pickup, and the client still gets appointment reminders. If the client later asks for your promotions again, an associate can opt them back in from their profile.
An opt-out from marketing covers all of your marketing, so check your auto messages for anything promotional, such as a birthday offer, and make sure that client stops receiving promotional texts, including automated ones. If a client opts back in, note the date and how they asked.
Clientbook adds opt-out wording to mass messages from time to time. Adding "Reply STOP to opt out" to your promotional texts yourself is a simple safeguard. Keep in mind that STOP also ends repair, pickup, and appointment texts from your store number.
Why a New Profile Doesn't Get Around a STOP
Associates sometimes assume that deleting a profile and creating a new one, or merging it with another, will let them text a client who replied STOP. It won't work. The carrier links that phone number to your store number and blocks messages between them no matter what the profile says, and Clientbook can't override that block. To reach the client, use email, a phone call, or a conversation in the store, and ask them to text START to your store number if they want your texts again.
Quiet Hours and Time Zones
Clientbook sends auto messages between 9:00 a.m. and 7:00 p.m. store local time. Mass messages can only be scheduled inside that window, in the time zone you pick when you schedule the send. Legal quiet hours are measured in the client's time zone, so a 9:00 a.m. Eastern send reaches a California client at 6:00 a.m. If your list spans time zones, split mass sends by region. Auto messages always use store local time, so if many clients live in other time zones, review which promotional auto messages could reach them early or late. One-on-one conversations with an associate are separate, and good manners still apply.
State Rules, Including Texas
Several states have their own telemarketing laws. Florida, Oklahoma, and Maryland, for example, end the calling day at 8 p.m. in the client's time zone and limit sellers to three solicitations on the same subject in 24 hours, and Florida and Maryland require prior express written consent for automated marketing texts. Clientbook's 7:00 p.m. cutoff is in store local time, so a send from a Mountain or Pacific store can land at 8 p.m. Central or later. Texas gets its own section here because its 2025 change was aimed at texting.
Texas SB 140 took effect September 1, 2025, and treats marketing texts as telephone solicitations. Texas rules can apply to texts sent to Texas residents even if your store is in another state.
Texas also has a separate calling-hours law, Business and Commerce Code §301.051. It bars telephone solicitation calls before 9 a.m. or after 9 p.m. Monday through Saturday, and before noon or after 9 p.m. on Sunday. SB 140 did not amend that section, and the section exempts calls to people who asked to hear from you or already do business with you, so whether it covers your texts is a question for counsel. The cautious approach is to keep promotional texts to Texas clients inside those hours, measured in the client's time zone.
Clientbook's 9 a.m. to 7 p.m. window runs seven days a week, so it does not keep Sunday morning texts away from Texas clients. Schedule Texas mass messages for Sunday afternoon or another day, and check whether any promotional auto message could reach a Texas client on a Sunday morning.
On registration, the Texas Secretary of State now says a business that sends text messages with the consumer's prior consent does not need to file a telephone solicitation registration under Chapter 302. That guidance followed a 2025 court settlement. Texts sent without consent can still raise registration questions. Clientbook can't register on your behalf, so confirm your status with counsel.
A Consent Checklist for Your Team
Capture numbers at the counter with Kiosk mode or by asking directly, and tell the client you'll text them about their pieces and store events.
Record when and how each client agreed to marketing texts.
Keep personal phones out of client texting so consent, history, and opt-outs stay on the store's record.
Teach every associate what STOP and REMOVE do, that a new profile can't get around a STOP, and that a plain request to stop counts too.
Use audience filters before a mass message so it only reaches the clients it's meant for, including any Texas tagging your attorney recommends.
Keep promotions relevant and occasional. A client who feels spammed may reply STOP, which ends every text from your store number at once.
Frequently Asked Questions
Do my customers have to reply YES before we can text them?
Not in Clientbook anymore. Clientbook removed the separate opt-in text in 2026. You still need the client's permission for marketing texts, which you collect in the store, through Kiosk sign-up, or as part of your normal customer process.
Which replies count as an opt-out?
Under FCC rules a client can opt out by any reasonable means. The FCC's own list of standard opt-out words is stop, quit, end, revoke, opt out, cancel, and unsubscribe, and plain-language requests count too. In Clientbook, only STOP, START, and REMOVE change a client's messaging status automatically. If a text, call, email, or comment at the counter asks you to stop texting, handle it the way Clientbook handles STOP: stop mass messages, auto messages, and one-on-one texts to that client, and note the date and the client's words on their profile. If you're unsure whether they meant only promotions, you can ask once, and hold all texts until they answer.
Who is responsible for consent if a service texts my customers about an event?
Your store is responsible for consent on its own list, whoever sends the texts. If you use a done-for-you text marketing service such as Clientbook Concierge, the campaign runs on its own campaign number, and opt-outs there don't sync back to your store's Clientbook account automatically. Ask for the opt-out list while the campaign is running, at least weekly, and stop marketing texts to those clients from your store number within 10 business days of each request.
A client replied STOP by accident. What do we do?
Reach the client by phone, email, or in person and ask them to text START to your store number. Neither your team nor Clientbook can lift the block for them.
Is this legal advice?
No. It is a summary of how Clientbook handles consent and opt-outs and of rules our support team gets asked about. Laws change and differ by state, so check with qualified counsel for your situation.
Next Steps
Collect consent at the counter, record it, and honor any stop request as soon as it arrives. For what to send once consent is in place, see our customer outreach playbook with templates and cadences, or book a demo at clientbook.com/demo to see Kiosk sign-up and opt-out handling.
