SMS consent

There are three primary ways your AI Agent may use SMS during a Voice conversation:

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.

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 message per conversation.

  • e.g. “Would you like me to send you a 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 text message with these steps?”
  • e.g. “Would you like me to send you a quick survey via 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.