Messaging & SMS Policy

Consent (opt-in)

You may only send SMS through Relay to individuals who have given prior express consent to receive messages from your business. Consent must be:

• Affirmative — the recipient knowingly opted in (e.g. by texting your number, submitting a form, or verbally agreeing during a recorded call).
• Specific — the recipient was told what type of messages they would receive and from whom.
• Recorded — you must keep records of consent and provide them on request.

Required disclosures

When collecting consent (web form, paper form, or verbal), you must clearly disclose:

• The name of your business.
• The types of messages you will send (e.g. appointment reminders, follow-ups).
• That message and data rates may apply.
• The approximate frequency of messages.
• How to opt out (reply STOP) and how to get help (reply HELP).

Opt-out (STOP)

Relay automatically honors the standard opt-out keywords: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT. When a recipient sends any of these keywords, all further SMS to that number from your business is blocked immediately. You may not attempt to circumvent or re-enroll an opted-out recipient without fresh consent.

Help (HELP)

Replies of HELP, INFO, or AIDE automatically return a response identifying your business and providing contact information.

A2P 10DLC registration

U.S. carriers require Application-to-Person (A2P) traffic on long codes to be registered. Relay collects the brand and campaign information needed for 10DLC registration during onboarding. You are responsible for providing accurate brand details and for any carrier fees associated with your registered campaign.

Prohibited message content

Even with consent, certain categories are restricted or prohibited by U.S. carriers, including: SHAFT content (Sex, Hate, Alcohol, Firearms, Tobacco) without age-gating, cannabis, CBD, illegal substances, gambling, payday loans, debt collection, and 'get rich quick' schemes. You may not send such messages through Relay unless you have written approval and the required carrier vetting.

Frequency and quiet hours

Do not send marketing messages before 8:00 a.m. or after 9:00 p.m. in the recipient's local time. Keep message frequency reasonable and consistent with what was disclosed at opt-in.

International messaging

Recipients in other countries are subject to local laws (GDPR/PECR in Europe, CASL in Canada, etc.). You are responsible for compliance with the laws applicable to each recipient.

Enforcement

Violations may result in immediate suspension of messaging, account termination, and forfeiture of fees. Carriers may also impose fines that we will pass through to you.

Sample opt-in disclosure

"By providing your phone number you agree to receive appointment reminders and follow-up messages from [Business Name] at the number provided. Message frequency varies. Message and data rates may apply. Reply HELP for help, STOP to cancel."