Texting and consent

The assistant can text a caller a link to their follow-up page. It can do that only with permission the caller gave on that call, in words they heard and we kept.

This page is what your compliance reviewer will want to read.

Permission is asked on the call#

Before the call ends, the assistant asks a fixed question from your playbook, word for word:

"Can I text you a link with your tour details and a recap of our call? Message and data rates may apply, and you can reply STOP anytime."

It asks for a yes or a no, and records either. The answer is stored with the question as the caller heard it, the time, and which published playbook version it came from — so months later you can show what was asked, not a version of it that has since been reworded.

If the caller says no, the assistant does not ask again and does not mention texting again.

What stops a text going out#

Every one of these is checked in code before anything is sent, on every message.

The number texted is the one on the permission record, never a number carried anywhere else. A caller who confirms a different mobile gets it there.

STOP, START and HELP#

STOP withdraws permission immediately — when it is the whole reply, or it comes with only "texting", "texts", "messages", "me" or "please" beside it. STOP, CANCEL, END, QUIT, UNSUBSCRIBE and OPT OUT all count, in any case, with any punctuation around them: "Stop.", " stop ", "Opt-out!", "Stop texting me", "please unsubscribe me", "STOP STOP". It is recorded against that number for your whole account, so it holds on every future call too, and it is written back to the CRM's do-not-text flag through your CRM connection. If that write fails, the opt-out still stands on our side; the CRM just was not told, and the call record says so.

A request is not an opt-out. "Cancel my tour" or "please stop calling me" uses one of those words in a sentence. It is something a person should read, so your team is told the way they are told about a callback — it appears in Callbacks and the community's human backup contacts get the usual email and text — and the caller gets one reply saying the team will follow up, ending "Reply STOP to opt out" so a real opt-out is one word away.

START, UNSTOP or YES, as the whole reply, re-subscribes a number that replied STOP. What the STOP withdrew is restored, the CRM's do-not-text flag it set is cleared, and the caller gets one confirmation naming your community and repeating "Reply STOP to opt out". The call record shows when they re-subscribed, the way it shows when they opted out. From a number that never opted out, "yes" is just a reply. It has to be sent to your account's own texting number: a START sent to another business does not turn your texts back on, even if that number once opted out of yours.

HELP replies with your community's name and phone number.

Any other reply gets one automatic answer pointing at your phone number and the page. Nobody is reading that inbox, and the reply says so rather than leaving a caller waiting.

Quiet hours#

Nothing sends between 9pm and 8am in the community's own time zone. Messages queue until morning.

The first link is the exception. The caller asked for it thirty seconds ago, so it goes at once.

A reminder held by quiet hours goes when they end, as long as the tour has not started.

Carrier registration#

US carriers require every business that texts to register its brand and a campaign. Each of your accounts is its own brand, so each needs its own registration and its own sending number.

Until that is approved, no caller-facing text goes out. This is not something the product can work around; an unregistered message is dropped or fined by the carriers.

While you are waiting:

• The assistant still asks the permission question, and still records the answer.
• Follow-up pages are still created, and still hold everything.
• Call records say "This account is not registered with the carriers yet, so texts cannot go out" — not that the caller declined.
• The moment registration is approved, every page that was waiting gets its text.

Registration takes days to weeks. Start it before you plan to go live, and talk to us about where yours is.

Email instead#

If a caller declines a text but gives an email address and agrees to be emailed, their follow-up page link and the note the morning after go by email. That is a separate question and a separate answer: giving an email address earlier in the call is not agreement to be sent the page.

Messages about a booked tour are different. The confirmation, reminders, a new time and a cancellation go by email to the address the person gave for the tour, on a call, in the chat or on a booking page, unless they said no to email or unsubscribed. They are about something the person asked for. Their wording is yours, under Emails.

Email is not sent through a carrier, so it is not held up by carrier registration. It carries no "reply STOP" line, because replying STOP to an email does nothing and offering an opt-out that does not work is worse than offering none.

Instead, every email to a caller has a one-click Unsubscribe link in its footer, and the header mail apps use for their own unsubscribe button. Unsubscribing withdraws the caller's agreement to email for your account and stops every further email to that address from your communities. It does not stop you calling them. Opening the link shows a page with one button, so a mail scanner that follows links cannot unsubscribe anybody by accident.

What is on the page, and what is not#

The link may be forwarded, or land on a reassigned number. The page is built on that assumption.

The page is invisible to search engines, and a link preview shows only your community's name and logo — never the caller's name or their tour.

The family link is a different page again, with no recap, no first name and no way to change the booking. That is enforced by its shape, not by hiding fields.

What we keep, and for how long#

The permission record is kept as long as the call is — it is the evidence that the caller agreed, and deleting it would leave you unable to show that.

Every message is stored with the body exactly as it was sent, so your team can answer "what did you send my mother?" without guessing.

Page contents follow your account's retention setting and are deleted with the call.