SMS Messaging Consent & Opt-In Information

Documentation for Twilio A2P 10DLC reviewers: how Echo collects and honors SMS consent for transactional appointment messaging.

Purpose: This page explains Echo’s verbal opt-in method during phone calls, the exact message types we send, and how customers can opt out. It addresses common review errors (30891 “Missing/Invalid Opt-in Description” and 30909 “Missing/Invalid Sample Messages”).

Last Updated: October 2025

1) Introduction

Echo enables service businesses (e.g., salons, spas) to confirm and manage appointments by SMS. We send transactional messages only—no marketing by default. Consent is obtained verbally during the phone call handled by Echo, captured as part of the booking flow, and logged with timestamps.

2) How SMS Consent Works (Step-by-Step)

  1. Customer calls a business that uses Echo.
  2. Echo AI receptionist answers.
  3. During booking, Echo asks: “What’s the best phone number to send your confirmation?”
  4. Customer verbally provides their mobile number.
  5. Echo confirms: “Great! You’ll receive a text confirmation shortly with appointment details and options to cancel or reschedule.”
  6. By providing the number, the customer consents to receive transactional SMS related to that appointment. Echo logs the number, consent timestamp, and call/appointment ID.
Verifier note: Echo stores consent metadata (phone number, opt-in source = “phone call booking”, timestamp, business ID, conversation/appointment ID). Customers can opt out anytime by replying STOP.

3) Visual Flow Diagram

4) Message Types & Frequency

  • Appointment Confirmation — sent immediately after booking.
  • 24-Hour Reminder — sent the day before the appointment.
  • Cancellation Confirmation — sent if the customer cancels.
  • Rescheduling Confirmation — sent if the customer reschedules.

Frequency: Transactional only, typically 1–3 messages per appointment depending on actions taken. No promotional/marketing texts are sent through this program.

5) Sample Messages

Each message identifies the business, includes opt-out instructions, and discloses potential carrier charges.

  • Confirmation:
    “Your Haircut is confirmed for Mon, Jan 15 at 2:00PM at Bella’s Beauty Salon. Reply STOP to opt out, CANCEL to cancel appt, or HELP for options. Msg&data rates may apply.”
  • 24-Hour Reminder:
    “Reminder: Your Hair Coloring is tomorrow at 10:00AM. Mountain View Spa. Reply STOP to opt out, CANCEL to cancel, or HELP. Msg&data rates may apply.”

6) Required Disclosures

  • Business identification: Every message identifies the business (e.g., “Bella’s Beauty Salon”).
  • Charges: “Message and data rates may apply.” appears in the program description and in sample messages.
  • Opt-out/Help: Customers can reply STOP to opt out and HELP for assistance; Echo enforces and logs these states.
  • Message frequency: Transactional only, typically 1–3 messages per appointment.

7) Customer Rights (Opt-Out & Help)

  • Text STOP at any time to end messages to your number. We immediately confirm the opt-out and stop future messages for that business.
  • Text HELP for instructions and a contact phone number for the business.
  • To resume messages later, text START from the same phone number.

8) Data Privacy

Echo processes the minimum data required to deliver appointment-related texts and maintain opt-in/out records. See our Privacy Policy for full details.

9) Contact Information

Questions about our SMS program or consent handling? Email support@echoassistant.org.

10) TCPA Compliance Statement

Echo supports compliance with the Telephone Consumer Protection Act (TCPA) by collecting consent during the phone call booking flow, clearly identifying the business in each message, disclosing that message and data rates may apply, providing STOP/HELP keywords, logging opt-in/opt-out events, and limiting messages to appointment-related transactions. Businesses using Echo are responsible for their own compliance and for honoring customer preferences.