Messaging Policy

This Messaging Policy explains the rules for using AgentReception AI communication features, including SMS, phone calls, WhatsApp, website chat, email notifications, appointment reminders, follow-ups, and AI-assisted replies. It is designed to help businesses use the platform responsibly and in line with carrier, provider, and legal expectations.

This policy applies to:

• Business owners and account administrators using AgentReception AI
• Staff or team members invited into a business workspace
• Anyone using AgentReception AI to communicate with customers or leads
• End customers and recipients who receive messages sent through the platform

AgentReception AI is intended for lawful business and customer-care communications connected to an existing or requested relationship. Allowed examples include:

• Replying to customer inquiries through chat, SMS, WhatsApp, email, or phone
• Appointment confirmations, reminders, rescheduling, and cancellations
• Follow-ups after a customer request, form submission, missed call, or prior conversation
• Support replies and service-related updates tied to the business relationship
• Missed-call text-back when the customer contacted the business first
• AI receptionist replies based on a customer inquiry or appointment workflow

You may not use AgentReception AI to send or facilitate:

• Cold outreach, purchased, rented, or scraped contact lists
• Unsolicited marketing blasts, spam, or bulk promotional campaigns without proper consent and approval
• Deceptive, misleading, impersonated, or phishing messages
• Harassment, threats, hate, violence, or abusive content
• Illegal content or unlawful campaigns
• High-risk financial offers, debt collection harassment, or abusive collection practices
• Adult or sexual content
• Political campaigning unless separately approved and supported by compliant features in the future
• Emergency, life-safety, or other critical communications requiring immediate emergency response
• Any message that violates carrier, provider, WhatsApp, A2P, or applicable legal rules

• Businesses are responsible for obtaining and maintaining required consent before messaging customers.
• Consent must be clear, truthful, and connected to the purpose of the messages being sent.
• Consent should identify the business and explain the types of messages a customer may receive.
• Consent cannot be hidden, pre-checked in a misleading way, or obtained through deception.
• Businesses should not upload or import contacts unless they have permission to contact those people.
• AgentReception AI may store consent records, opt-in context, timestamps, and opt-out logs for audit, compliance, and provider requirements.

Consent collection methods may vary by channel, widget configuration, and rollout stage. Businesses remain responsible for obtaining valid consent before messaging, even when automated consent capture is not yet enabled for every workflow.

• Recipients may reply STOP to opt out of further SMS messages.
• Recipients may reply HELP for help or support information where applicable.
• Businesses must not continue messaging people who opted out, except where legally permitted for confirmation or required notices.
• Opt-out requests may be stored and respected across the workspace where technically available.
• Message frequency varies depending on the conversation and business activity.
• Message and data rates may apply depending on the recipient's carrier and plan.

STOP and HELP handling is required by carrier and provider rules. Automated opt-out and help replies may vary by channel configuration and rollout stage, but businesses must honor STOP, HELP, and other lawful opt-out requests regardless of automation status.

When the website widget collects a phone number and SMS follow-up may occur, the consent checkbox should be required before submission.

Privacy Policy links to /privacy. Terms of Service links to /terms.

• An AI voice receptionist may answer calls when a business enables voice or call features.
• Calls are intended for customer-care and appointment-related workflows.
• Call summaries, transcripts, recordings, or metadata may be created when those features are enabled.
• Businesses are responsible for following call recording and transcription consent laws in their jurisdiction.
• AgentReception AI is not an emergency service and must not be used for life-safety communications.

• WhatsApp features may require WhatsApp Business setup, number approval, provider approval, and compliance with WhatsApp and provider rules.
• WhatsApp should be used for customer-care and appointment-related communication unless future features separately support compliant marketing.
• WhatsApp availability may depend on third-party approval, account status, and provider restrictions.

• Reminders and follow-ups should relate to customer requests, appointments, support, or an existing business relationship.
• Businesses must avoid excessive, repetitive, or unwanted messages.
• Customers should be able to opt out of SMS reminders where required by law or provider rules.

Businesses using AgentReception AI are responsible for:

• Obtaining and maintaining customer consent
• Using an accurate business identity in messages and call flows
• Keeping services, hours, prices, and appointment information accurate
• Sending lawful customer communications
• Honoring STOP, HELP, and other opt-out requests
• Reviewing AI-generated replies when messages are sensitive, regulated, or high-impact
• Not using AgentReception AI for spam or unlawful campaigns
• Ensuring invited staff follow this Messaging Policy

Messaging, calls, and WhatsApp depend on third-party networks and providers such as Twilio, carriers, and WhatsApp. These providers may filter, delay, reject, suspend, or block messages or calls even when sent in good faith.

• A2P registration, brand approval, campaign approval, or number setup may be required for SMS in the United States.
• Provider rules, throughput limits, and content restrictions may change without notice.
• AgentReception AI does not guarantee deliverability, approval, carrier acceptance, or uninterrupted sending.

SMS and related messaging may require third-party registration such as A2P brand and campaign approval in the United States. Setup, approval timelines, and provider requirements are outside AgentReception AI's control. Messaging channels may remain disabled until setup is complete and approved.

If we detect abuse, spam, missing consent, provider risk, or policy violations, AgentReception AI may:

• Reject or block messages
• Pause campaigns or sending workflows
• Disable a channel such as SMS, calls, or WhatsApp
• Limit sending volume or workspace activity
• Suspend or terminate workspace access
• Require proof of consent or additional compliance information
• Cooperate with providers, carriers, or legal requirements where appropriate

Our Privacy Policy explains how information is collected, used, and protected. Our Terms of Service govern use of the AgentReception AI platform. This Messaging Policy adds communication-specific rules on top of those documents.

If you have questions about this Messaging Policy, contact us at:

• General support: support@agentreceptionai.com
• Legal notices: legal@agentreceptionai.com
• Privacy requests: privacy@agentreceptionai.com