This policy covers all automated SMS messages sent by FL Reception on behalf of business clients through Twilio. By calling a business using FL Reception services you may receive automated SMS messages as described below.
1. Types of SMS Messages We Send
1.1 Missed Call Text-Back
Sent automatically within 10 seconds when a call goes unanswered.
Example: Hi! Sorry we missed your call at [Business]. Book a time here: [link]. We will confirm right away!
1.2 Appointment Confirmation
Example: Your appointment with [Business] is confirmed for [Date] at [Time]. See you then!
1.3 Appointment Reminder
Sent 24 hours before a scheduled appointment.
Example: Hi! Reminder: your appointment with [Business] is tomorrow at [Time]. Reply CONFIRM or CANCEL.
1.4 Follow-Up SMS
Sent to callers who spoke with the AI receptionist but did not book. Triggered only when call duration exceeds 30 seconds.
Example: Thanks for calling [Business]! Still want to book? Grab a time here: [link].
1.5 Cancellation Re-Engagement
Example: No worries! Want to find another time? Rebook here: [link].
1.6 Google Review Request (Optional Add-On)
Sent ~2 hours after a completed appointment. Only enabled for clients who have purchased the reputation management add-on.
2. Consent Basis
2.1 Implied Consent
All FL Reception text-back messages are sent exclusively to individuals who initiated contact by calling the business first.
2.2 Express Consent
Individuals who provide their phone number through Cal.com booking forms expressly consent to receive appointment confirmations and reminders.
2.3 No Cold SMS
FL Reception never sends unsolicited cold SMS to numbers that have not first called the business.
3. Sender Identification
- All messages are sent from a dedicated local 10-digit Twilio phone number
- The sending business is identified by name in every message body
- Phone numbers are registered under FL Reception's A2P 10DLC brand (Customer Care and Appointment Booking)
4. Message Frequency
Message frequency is determined entirely by the recipient's own actions. A person who calls and books an appointment may receive up to 3 messages: a text-back, a confirmation, and a reminder. There are no recurring promotional campaigns.
5. Opt-Out Instructions
Reply STOP to any message to immediately unsubscribe. Reply HELP for assistance. Opt-outs are managed by Twilio and logged in Airtable. STOP requests are honored immediately and permanently for that Twilio number.
6. Message Content Standards
- All messages identify the sending business by name
- All messages include STOP opt-out instructions
- Messages contain no deceptive, illegal, or prohibited content
- Messages are limited to service-related content directly related to the recipient's call or appointment
- No adult content, hate speech, or illegal offers are permitted
7. Carrier Compliance
All SMS is sent through Twilio's A2P 10DLC registered messaging program. FL Reception maintains active brand and campaign registration with The Campaign Registry ensuring compliance with AT&T, Verizon, T-Mobile, and all major US carrier requirements.
8. Data Used for SMS
- Caller phone number from Twilio call data
- Caller name if provided during AI call via Vapi
- Appointment details from Cal.com booking data
- Business name and booking link stored in Airtable
9. Contact
To opt out: reply STOP to any message. SMS policy questions: hello@flreception.com.
FL Reception · Tampa Bay, Florida · flreception.com