OptiCall SMS Consent Process
How we obtain and manage consent for sending SMS messages to our clients
Our SMS Messaging Policy
At OptiCall, we take customer privacy and communication preferences seriously. We only send SMS messages to clients who have explicitly requested and consented to receive them. This page outlines our complete opt-in workflow and consent management process.
Opt-In Workflow
We follow a clear and documented process to ensure all SMS messages are sent with proper consent:
Step 1: Customer Initiates Contact with AI Agent
A customer calls our service line and speaks with our AI customer service agent. During this conversation, the customer may request information about their appointment or other service details.
Step 2: Optional SMS Offer
After providing the requested appointment information verbally, our AI agent offers the optional SMS service using this script:
“I’ve provided your appointment details over the phone. Would you also like to receive these details via text message as a convenience? This is completely optional and you can still receive all services without text messages. Standard message rates apply, and you can opt out anytime by replying STOP.”
Step 3: Number Confirmation
If the customer opts in to the optional SMS service, our AI agent confirms the customer’s phone number:
“Thank you. I’ll send your appointment details to [customer’s phone number]. Is this correct?”
Step 4: Consent Documentation
The AI agent records the following information in our secure CRM system:
- Date and time of verbal consent
- Customer’s verified phone number
- Call recording reference ID
- Specific information requested to be sent via SMS
- Agent ID that processed the request
- Confirmation that customer understood SMS is optional
Step 5: Initial Message Delivery
Upon completion of the call, the customer receives their requested information via SMS with clear opt-out instructions.
Optional Nature of SMS Communications
We want to emphasize that SMS messaging is completely optional:
- Customers receive complete service without ever receiving text messages
- All information sent via SMS is already provided verbally during the call
- SMS is offered only as a convenience for those who prefer it
- Customers can decline SMS and still receive full service
- Customers who decline SMS face no reduction in service quality
Example SMS Messages
All our SMS messages follow a consistent format that includes the requested information and clear opt-out instructions:
Reply STOP to opt out or HELP for help. Msg&data rates may apply. 1 msg per appointment.
Consent Management
We maintain robust systems for ongoing consent management:
Opt-Out Processing
When a customer texts “STOP” to our number, our system:
- Immediately registers the opt-out in our database
- Sends a one-time confirmation message confirming the opt-out
- Prevents all future messages to that number
- Maintains an audit trail of the opt-out request
- Continues to provide all services through phone and other channels
Re-Opt-In Process
Customers who have previously opted out can re-opt-in by:
- Verbally requesting information during a subsequent call with our AI agent
- Going through the same consent process described above
Record Keeping
We maintain records of:
- All opt-in consents with timestamps
- All messages sent to customers
- All opt-out requests
- Call recordings where verbal consent was obtained (retained according to our data retention policy)
Legal Compliance
Our SMS messaging program complies with all applicable laws and regulations, including:
- Telephone Consumer Protection Act (TCPA)
- CAN-SPAM Act
- Cellular Telecommunications Industry Association (CTIA) guidelines
- Carrier requirements for toll-free messaging
We only send messages that are:
- Explicitly requested by the customer
- Preceded by clear verbal consent
- Limited to the specific information requested
- Accompanied by opt-out instructions
- Completely optional and not required for service
Message Types & Frequency
Our SMS messages are limited to:
- Appointment confirmations/reminders (sent once per appointment)
- Requested service information (sent only when explicitly requested)
We do not send marketing messages via our toll-free SMS number.