SMS consent

Overview

Your AI Agent may use SMS during Voice conversations to exchange information with end users. There are three primary ways your AI Agent uses SMS:

1. Capture data: Collect more complicated or sensitive information from end users, such as an email or mailing address.
2. Send instructions or troubleshooting steps: Provide detailed troubleshooting steps or information that end users can reference after their call.
3. Send CSAT survey link: Send a link to a CSAT survey so end users can provide feedback on their automated support experience.

Your AI Agent only sends transactional or customer-care SMS messages in accordance with industry best practices; promotional or marketing messages are not supported.

Limitations

SMS consent has the following constraints:

• Single message per consent: Consent applies to a single, one-time text message per conversation. The AI Agent must request consent before each SMS.
• Compliance responsibility: Ada supplies the mechanics for requesting and logging SMS consent, but you remain responsible for ensuring that your implementation complies with all applicable laws and regulations in the regions where you operate.

Use cases

SMS consent ensures your AI Agent communicates transparently with end users before sending text messages.

• Capture complex information: Obtain consent before sending an SMS to collect email addresses, mailing addresses, or other information that’s easier to type than speak.
• Share detailed instructions: Request permission before texting troubleshooting steps or reference materials that end users need after the call.
• Collect feedback: Ask for consent before sending a CSAT survey link at the end of conversations.

Capabilities & configuration

Your AI Agent automatically handles SMS consent during Voice conversations.

How AI Agents obtain SMS consent

Before sending an SMS message to an end user, your AI Agent always requests express consent:

• The AI Agent asks for permission before each SMS, since consent applies to a single, one-time text message per conversation.

  • e.g. “Would you like me to send you a single, one-time text message to gather your email address, or would you prefer to provide it over the phone?”
  • e.g. “Would you like me to send you a single, one-time text message with these steps?”
  • e.g. “Would you like me to send you a quick survey via a single, one-time text message to rate your experience today?”

• By default, end users can unsubscribe from future AI Agent SMS messages by replying with any of the following STOP words: STOP, UNSUBSCRIBE, END, QUIT, STOPALL, CANCEL, REVOKE, OPTOUT

• If an end user declines consent, the agent continues the conversation without sending an SMS.

Documenting SMS consent

Ada retains conversation transcripts for two years and call recordings for 90 days to maintain an audit trail of consent and message history.

Related features

These features work with SMS consent:

• Voice call capture options: Configure how your AI Agent collects input via SMS.
• Voice AI Agent tools: Send instructions or troubleshooting steps via SMS.
• CSAT configuration for Voice: Send satisfaction surveys via SMS.