Frequently Asked Questions
Supplemental Terms of Service are additional terms that apply to specific services offered, like SMS, Numbers, and AI Services. These terms only apply if you've ordered or are using those specific services. If you haven't ordered or don't use them, the Supplemental Terms don't affect you.
To use the SMS service legally, obtain consent from every recipient before sending messages. You must also comply with all applicable laws, including supporting opt-out messages, following country-specific mass-messaging rules, and ensuring content legality. Never use the service for fraudulent activities.
You're responsible for getting consent from SMS recipients and following all relevant laws. You also need to ensure message content is legal in the recipient's location and avoid sending messages to numbers on do-not-call lists. You're also responsible for all SMS Service usage under your login.
The Numbers Service lets you use telephone numbers, alphanumeric numbers, and short codes. However, you don't own these numbers; you only have the right to use them as outlined in the Supplemental Terms and for the agreed-upon period.
No, you can't keep a Telephone Number indefinitely. The provider can disconnect the number if you violate the agreement or applicable laws. They can also reclaim the number with five days' notice if they deem it underutilized.
Your access to the Numbers Service can be suspended or terminated if a third-party complaint is received about your usage, or if the provider suspects your use is unlawful. This includes activities like forwarding numbers to dead endpoints.
You can use Telephone Numbers only for the period specified in your order or as otherwise communicated. You can't transfer or assign them without written approval, and forwarding to a dead endpoint is prohibited.
The provider can reclaim Telephone Numbers if they believe the number is unutilized or underutilized. They will provide five days' notice before reclaiming the number. This allows them to manage their number inventory efficiently.
AI Services provide features like AI chatbots to help you access information and use the services. However, there's no guarantee of accuracy or reliability for information from these services, and the provider disclaims liability for their use.
Use AI Services ethically and legally, avoiding any illegal, harmful, or offensive purposes. You must adhere to data protection, privacy, and intellectual property laws when using these services. Always consider the potential impact and consequences of your use of the AI services.
The provider disclaims all liability related to the use of the AI Services to the fullest extent permitted by law. This means they aren't responsible for any issues or damages resulting from information or actions generated by the AI services.
The Supplemental Terms prohibit using AI Services for illegal, harmful, or offensive purposes. This could include generating harmful content, spreading misinformation, or using the AI to violate intellectual property laws.
Supplemental Terms of Service
These supplemental terms of service apply to SMS messaging, telephone numbers, and AI services ("Supplemental Terms"). These Supplemental Terms supplement and form part of your master services agreement with us (the "Agreement"). If these Supplemental Terms conflict with the Agreement, these Supplemental Terms prevail solely for the specific Services to which they apply. These Supplemental Terms only apply when we make the applicable Services available to you. If you have not ordered, or do not have access to or use of the applicable Services, these Supplemental Terms will not apply to you. Capitalized terms not defined here have the meaning given elsewhere in the Agreement.
1. SMS Service and TCPA Compliance Requirements
The Services may permit you, and your users, to send and/or receive SMS text messages through the Services subject to certain fees and charges set forth on our webpage or the applicable order ("SMS Service"). All SMS messaging must comply with TCPA regulations and FCC guidelines.
Understanding Marketing vs. Transactional Messages: Under the Telephone Consumer Protection Act (TCPA), "marketing messages" are communications designed to encourage the purchase, rental, or investment in property, goods, or services (47 USC § 227). "Transactional" or "informational messages" convey necessary information related to an existing transaction or relationship (e.g., appointment reminders, delivery notifications, fraud alerts, account updates) without primarily promoting sales. Marketing messages require prior express written consent; transactional messages require prior express consent.
You shall:
(a) Obtain all necessary consents and prior express written consent from each recipient prior to initiating an SMS message through the Services. Such consents must comply with applicable regulations, including the Telephone Consumer Protection Act (TCPA) and FCC compliance guidelines, which require:
(b) Comply with all applicable laws, rules, regulations, and telecommunication industry standards, including, but not limited to:
You agree not to use the SMS Service, directly or indirectly, to commit fraud or other criminal activities. Immediately notify us if you suspect or become aware of a third party using the SMS Service in a fraudulent or other illegal manner.
TCPA Consent Record Requirements: Maintain complete records of consent for at least 4 years (consistent with TCPA statute of limitations and compliance best practices). Each consent record must include: (1) the name and telephone number of the person providing consent; (2) a copy of the consent request in the same format presented to the recipient (e.g., screenshots of web forms, recorded audio for verbal consent); (3) the purpose for which consent was requested and given; (4) a copy of the consent provided; (5) the date and time consent was given; and (6) for website-based consent, copies or screenshots of the consent capture mechanism. An IP address with timestamp alone is not sufficient documentation (16 CFR § 310.5).
We may, at any time, request proof of your compliance with applicable law, rules, or regulations, such as proof of any required opt-ins. Respond to such requests within 10 business days of receipt. If (x) you fail to provide the requested documentation within the specified timeframe, (y) we receive a third-party complaint regarding your use of this SMS Service, or (z) we suspect or reasonably determine your use of the SMS Service is unlawful, we may suspend your (and your users') access to the SMS Service or deactivate your account. You are solely responsible for all usage of the SMS Service under your login credentials.
2. Telephone Numbers Service and Regulatory Compliance
The Services may permit you, and your users, to use telephone numbers, alphanumeric sender IDs, and short-codes (collectively, "Telephone Numbers") subject to certain fees and charges set forth on our webpage or the applicable order ("Numbers Service"). Telephone numbers are standard 10-digit numbers for voice and SMS. Alphanumeric sender IDs are text-based identifiers (e.g., "BRAND123") used in regions that support them for SMS. Short codes are 5–6 digit numbers designed for high-volume messaging. Provisioning timelines vary by number type and jurisdiction; we do not guarantee specific delivery timeframes or availability of particular numbers. You acknowledge and agree that:
(a) Nothing in the Agreement provides you any rights, title, or interest in and to the Telephone Numbers except the limited right to use the Numbers Service as provided in these Supplemental Terms. Telephone numbers remain subject to FCC jurisdiction and number resource management policies,
(b) You shall only use a Telephone Number for the time period set forth in an applicable order or as we otherwise communicate to you,
(c) We may disconnect a Telephone Number, at any time, without notice, in the event you breach or violate the Agreement or applicable laws,
(d) We may, in our sole discretion, reclaim any Telephone Number at any time upon 5 days' notice if we reasonably determine the Telephone Number is unutilized or underutilized. We consider a number unutilized or underutilized if it has: (i) sent or received fewer than 5 messages in a 30-day period; (ii) been inactive (zero traffic) for 60 consecutive days; or (iii) otherwise failed to meet carrier utilization standards applicable to the number type,
(e) You shall not transfer or assign a telephone number without our prior written approval, which may be requested by submitting a support ticket. We will respond to approval requests within 3–5 business days. Any authorized number portability requests will be processed in accordance with FCC regulations requiring simple ports to be completed within 1 business day, and
(f) Do not forward a Telephone Number to a dead endpoint. A "dead endpoint" is any destination that does not properly receive, process, or respond to communications, including disconnected numbers, non-functioning services, endpoints that consistently fail to answer or return errors, or destinations not configured to handle the forwarded traffic.
We may suspend or terminate your access to the Numbers Service if (x) we receive a third-party complaint regarding your use of the Numbers Service or (y) we suspect or reasonably determine your use of the Numbers Service is unlawful. Where feasible, we will provide notice before suspension, except in cases of suspected fraud, illegal activity, or urgent regulatory compliance. You are solely responsible for all usage of the Numbers Service under your login credentials.
3. AI Services Terms and Compliance Requirements
The Services may permit you, and your users, to use certain services that may include artificial intelligence features and functionality, including, but not limited to, generative AI models, natural language processing, AI chatbots to assist you in obtaining information and/or using the Services, and AI-powered analytics or automation tools (collectively the "AI Services"). Do not use the AI Services, directly or indirectly, for any illegal, harmful, or offensive purposes, including (without limitation) generating content that violates laws, infringes intellectual property rights, creates safety risks, or produces discriminatory, defamatory, or harassing material. Use the AI Services in a responsible and ethical manner, and comply with all applicable laws, rules, and regulations, including, but not limited to, data protection, data privacy, and intellectual property laws.
Data Usage and Privacy: Inputs you provide to AI Services may be processed to generate outputs but are not used to train our AI models unless you explicitly opt in to such usage. You are responsible for ensuring you have all necessary rights and consents for any data you input into AI Services. Do not input sensitive personal information, confidential information, or data subject to specific regulatory protections (e.g., HIPAA, GDPR special categories) unless the AI Service is specifically designated as compliant with such regulations.
Where required by applicable law or regulation (including but not limited to Utah's Artificial Intelligence Policy Act effective May 1, 2024, California's healthcare AI disclosure requirements, and the EU AI Act effective August 1, 2024), prominently disclose to end users when they are interacting with generative artificial intelligence. "Prominent disclosure" means clear, conspicuous notice displayed before or at the start of AI interaction, using plain language, and positioned where users will see it before relying on AI outputs. Example: "This conversation is with an AI assistant. Responses are generated by artificial intelligence and may contain errors. Please verify important information independently."
You acknowledge that AI-generated content may require human review and validation before use in decision-making processes, particularly for high-stakes applications (legal, medical, financial, or safety-critical decisions).
AI Accuracy and Liability: We make no warranties regarding the accuracy, completeness, or reliability of AI-generated outputs. AI systems may produce "hallucinations" (confident but incorrect outputs), biased results, or factually inaccurate information. You are solely responsible for verifying AI outputs before relying on them or distributing them to third parties. You assume all liability for decisions made based on AI-generated content.
We do not guarantee the accuracy, reliability, or suitability of any information arising from AI Services. To the fullest extent permitted by applicable law, we disclaim all liability arising out of or in connection with the use of the AI Services, including liability for errors, omissions, hallucinations, biased outputs, or consequential damages arising from reliance on AI-generated content.
Service Availability and Intellectual Property: AI Services are provided on an "as available" basis without guaranteed uptime or service levels unless specifically stated in your order. We reserve the right to modify, suspend, or discontinue AI Services at any time. As between you and us, you retain ownership of your inputs to AI Services, and subject to our rights in the underlying AI technology, you own the outputs generated in response to your inputs. However, AI outputs may not be unique to you; similar outputs may be generated for other users with similar inputs. You are responsible for determining whether AI outputs are protectable under intellectual property laws before relying on such protection.