SMS Consent & Opt-In

Overview

Toccavi is a SaaS platform that provides AI-powered phone agents for small businesses. Our platform sends SMS messages in two distinct contexts, each with its own consent mechanism:

• Account Notifications — SMS alerts sent to business owners about their phone agent's activity (call summaries, escalation alerts, task updates)
• Customer Conversations — Two-way SMS between a business's AI phone agent and their customers or callers

Campaign 1: Account Notifications (Business Owner SMS)

Business owners can opt in to receive SMS notifications through two paths within the Toccavi web application at toccavi.ai:

Path A: Phone Agent Setup (Call Alerts)

During phone agent configuration, the owner sets up call-related SMS alerts:

1. The business owner creates an account at toccavi.ai and logs in
2. During phone agent setup, the owner enters their personal phone number in the "Your Phone (for SMS alerts)" field
3. The owner selects their SMS notification preference from three options: Every call, Escalations only, or Never
4. A consent disclosure is displayed directly below the preference selector (see screenshot below)

Consent Disclosure

The following disclosure is displayed in the phone agent setup form when the owner selects any preference other than "Never":

This is the actual consent flow shown to business owners inside the Toccavi application during phone agent setup. The form is behind login because only authenticated business owners can configure phone agents.

Path B: Account Settings (Task & General Alerts)

In the Account Settings panel, owners can add their personal phone number to receive task completion results and general platform alerts:

1. The business owner navigates to Settings → Phone & SMS Notifications in the application
2. The owner clicks "Add phone number" and enters their mobile number
3. A consent disclosure is displayed below the input (see screenshot below)
4. The owner clicks "Send code", receives a 6-digit OTP via SMS, and enters it to verify ownership
5. After verification, the owner can toggle "SMS notifications for completed tasks" on or off at any time

Settings Consent Disclosure

The following disclosure is shown when the owner enters their phone number in Account Settings:

This consent flow is shown in Account Settings. After verification, the owner can toggle SMS notifications on or off at any time using the toggle switch.

Message Types

• Call summary transcripts (e.g., "Sarah (Receptionist) — 3min call. Caller asked about scheduling...")
• Emergency escalation alerts (e.g., "🚨 URGENT: A caller reported a water leak...")
• Phone agent activation confirmations
• Task completion results (e.g., "✅ Task complete: Monthly revenue report is ready to view")

Message Frequency

Message frequency varies based on call volume, task activity, and the owner's selected preferences. Call alerts are typically 1 message per phone call received ("Every call") or only for urgent situations ("Escalations only"). Task notifications are sent once per completed task. Business owners can change their preferences or opt out at any time.

Opt-Out

Recipients may reply STOP at any time to opt out of future messages. Reply HELP for assistance. Reply START to re-subscribe. Opt-out requests are honored immediately and permanently until the recipient re-subscribes. Business owners can also change their call SMS preference to "Never" in the phone agent settings, or toggle off task notifications in Account Settings.

Campaign 2: Customer Conversations (Two-Way SMS)

How Consent Is Collected

Customers opt in to receive SMS messages through the following methods:

1. Customer-initiated text — The customer initiates a text message conversation by texting the business's phone number. By texting first, the customer provides express consent to receive replies
2. Verbal consent during a call — During a phone call with the AI agent, the agent may ask if the customer would like to receive a follow-up text (e.g., appointment confirmation, requested information). The customer verbally agrees
3. Keyword opt-in — Customers can text START to the business phone number to opt in to receive messages

The business's phone number is publicly listed on their website, signage, and marketing materials as a contact number.

Consent Disclosure

When a customer texts the business phone number for the first time, they receive an automated welcome reply that includes the opt-out disclosure:

Example of a customer SMS conversation with the AI phone agent. The opt-out disclosure is included in the first reply to each new customer conversation.

Message Types

• AI replies to customer inquiries (e.g., "Our office hours are Monday-Friday 8am-5pm...")
• Appointment confirmations and reminders
• Follow-up information requested during a phone call
• Answers to business-related questions (pricing, services, availability)

Message Frequency

Message frequency varies. Conversational SMS messages are sent in response to customer-initiated texts. Follow-up messages after phone calls are typically a single message per call. No recurring or scheduled marketing messages are sent.

Opt-Out

Recipients may reply STOP at any time to opt out of future messages. Reply HELP for assistance. Reply START to re-subscribe. Opt-out requests are honored immediately and permanently until the recipient re-subscribes.

Program Details (Both Campaigns)

• Program name: Toccavi
• Message and data rates may apply. Toccavi is not responsible for carrier fees incurred by message recipients
• Message frequency varies based on call volume and user preferences
• Opt-out: Reply STOP to any message to unsubscribe
• Help: Reply HELP or contact admin@toccavi.ai
• No marketing: Toccavi does not send promotional or marketing SMS messages. All messages are transactional and directly related to phone agent interactions
• Data sharing: Mobile phone numbers collected for SMS are not sold, shared, or disclosed to third parties for marketing or any other purpose. See our Privacy Policy for full details

Related Policies

• Privacy Policy — Details on data collection, storage, and sharing practices
• Terms of Service — Section 7.4 covers SMS notifications in detail

Contact

Questions about our SMS practices? Contact us at admin@toccavi.ai.