How appointment SMS consent works
This page explains how Nexania AI-powered receptionist workflows collect consent for appointment-related text messages and how review-link permission is handled separately.
Transactional appointment texts
When a customer calls to book, reschedule, or cancel an appointment, the receptionist collects the caller’s phone number for that requested service transaction. The receptionist asks for permission to send text updates about that specific appointment before sending appointment-related SMS messages.
- Booking confirmations
- Rescheduling confirmations
- Cancellation confirmations
- Service-specific appointment updates
- STOP/HELP instructions in outbound templates
Message frequency varies based on the appointment. Message and data rates may apply. Customers can reply STOP to opt out or HELP for help.
Review-link permission
Google review follow-up is not treated as automatic. The first appointment confirmation or rescheduling confirmation asks the customer to reply YES if they agree to receive service text updates and one review link after the job is completed.
If the customer replies YES, the workflow may send the service updates and the review link after the appointment. If the customer replies NO, replies STOP, or does not respond, the review link is not sent.
Representative call disclosure
The receptionist can say:
To confirm this appointment, may we send text updates to the phone number you provided? Message and data rates may apply. You can reply STOP to opt out or HELP for help. After the job is completed, we will only send a review link if you reply YES to the confirmation text.| Consent item | How it is handled |
|---|---|
| Transactional appointment SMS | The caller requests a booking, rescheduling, or cancellation and provides a mobile number during the call. The receptionist asks for permission to send text updates for that appointment. |
| Review request SMS | Sent only if the customer replies YES to the appointment confirmation or rescheduling confirmation. |
| Opt-out keywords | Outbound templates include “Reply STOP to opt out” and “HELP for help.” |
| Privacy Policy and Terms links | Publicly available at Privacy Policy and Terms of Service. |
| Mobile data sharing | Nexania AI does not sell, rent, or share mobile phone numbers or SMS consent for marketing or promotional purposes. |