SMS Consent Policy

Reply365 sends transactional and service-related SMS messages only after a consumer gives clear consent. This page documents caller opt-in, business notification opt-in, confirmation messages, consent recordkeeping, and the opt-out process.

SMS Program Scope

Reply365 SMS messages are limited to transactional, operational, and service-related communications, such as appointment confirmations, scheduling updates, support follow-ups, demo recaps, and responses to inbound inquiries. Reply365 also sends operational lead and event alerts to business administrators and employees who confirm they want to receive those alerts.

Reply365 does not support unsolicited messaging, cold outreach, spam, purchased contact lists, third party lead lists, or messaging unrelated to a consumer's inquiry, appointment, demo, or service.

Consent may be collected in one of the following ways:

Verbally, during a phone call where the caller is informed of the SMS program terms and confirms that Reply365 may send service-related text messages.
Via a web form where the consumer actively checks an SMS opt-in box and is shown the SMS disclosure before submitting.
Via Reply365 notification settings, where a business administrator adds a personal or employee SMS destination for operational lead alerts and the recipient confirms before recurring alerts are sent.

Verbal Consent Script

Reply365 agents use the following language before sending any SMS message based on verbal consent:

Agent script

"Before we text you, I need your permission. Reply365 may send text messages to the mobile number you provided about your inquiry, appointment, service updates, and follow-up. Message frequency varies. Message and data rates may apply. Reply STOP to opt out at any time, or HELP for help. Consent is not a condition of purchase. Do I have your permission to send these text messages?"

If the caller says yes, the agent confirms the consent record:

Consent confirmation

"Thank you. I have recorded your SMS consent for this number. You can reply STOP to opt out at any time or HELP for help."

If the caller says no or does not clearly agree, Reply365 does not send SMS messages and uses another available contact method, such as voice or email.

Simulated Verbal Opt-In Conversation

Caller

I need to schedule a service appointment and you can text me the available times.

Reply365 agent

Before we text you, I need your permission. Reply365 may send text messages to the mobile number you provided about your inquiry, appointment, service updates, and follow-up. Message frequency varies. Message and data rates may apply. Reply STOP to opt out at any time, or HELP for help. Consent is not a condition of purchase. Do I have your permission to send these text messages?

Caller

Yes, you can text me at this number.

Reply365 agent

Thank you. I have recorded your SMS consent for this number. You can reply STOP to opt out at any time or HELP for help. I will send a confirmation text now.

How Verbal Consent Is Recorded and Stored

Reply365 stores SMS consent evidence with the related customer interaction so the consent process can be reviewed later. Consent records may include:

The mobile number that was opted in.
The date and time consent was collected.
The business or tenant associated with the interaction.
The opt-in source, such as verbal call consent or website form consent.
The consent outcome, including whether the caller agreed or declined.
The call record, transcript, summary, or audit log showing the opt-in language used.
The script or disclosure version shown or read at the time consent was collected.

Consent records are retained according to Reply365's data retention practices and are used to honor opt-out requests, investigate compliance questions, and verify that SMS consent was collected before messaging.

Confirmation Text After Verbal Opt-In

After verbal opt-in, Reply365 may send a confirmation SMS such as:

Reply365: Thanks for opting in to service-related texts about your inquiry, appointment, or service. Msg freq varies. Msg&data rates may apply. Reply STOP to opt out, HELP for help.

Business Administrator and Employee Notifications

Reply365 customers may configure SMS notification destinations for operational lead and event alerts, such as emergency leads, high-priority leads, appointment requests, missed calls, voicemails, and review queue items. These alerts are intended for business owners, administrators, dispatchers, employees, or other authorized staff responsible for responding to customer inquiries.

A business administrator may enter a personal or employee mobile number in Reply365 notification settings. That setup alone does not make the number eligible for recurring lead alerts. Reply365 sends a one-time confirmation request, and the recipient must confirm before operational alert texts are sent.

Internal notification confirmation request

Reply365: [Business] wants to send you operational lead alerts. Reply YES to confirm. Msg freq varies. Msg&data rates may apply. Reply STOP to opt out, HELP for help.

Internal notification confirmation success

Reply365: You're confirmed for [Business] operational lead alerts. Msg freq varies. Reply STOP to opt out, HELP for help.

Reply365 stores business notification consent records that may include the business or tenant, destination label, mobile number, administrator who added the destination, timestamp, opt-in source, disclosure version, confirmation status, confirmation message identifier, and opt-out status.

About Via Text Opt-In

Reply365 does not treat an unsolicited first text message as standalone consent. For caller/customer texts, the opt-in source is the verbal call or web form, followed by a confirmation message. For business notification texts, the opt-in source is administrator setup followed by recipient confirmation. A keyword, QR-code, or handset-initiated text campaign would be documented separately if Reply365 offers one in the future.

Opt-Out and Help Instructions

Consumers may opt out of SMS messages at any time by replying STOP. After an opt-out, Reply365 stops sending SMS messages to that number unless the consumer opts in again. Consumers may reply HELP for assistance.

Questions about SMS consent or opt-out handling can be sent to support@reply365.com. See also our Privacy Policy and Terms of Service.