SMS Opt-In and Consent Policy
Overview
Tenants initiate contact by calling our toll-free number to report a maintenance issue. During the call, we request explicit consent before sending any SMS message.
Opt-In Method: Verbal (IVR-based)
Consent is collected using an automated Interactive Voice Response (IVR) system.
IVR Consent Script
After a tenant reports their issue, they hear the following prompt:
"To help us resolve your issue faster, we can send you a one-time text message with a secure link to upload photos or videos.
Press 1 to receive the text message.
Press 2 if you do not want to receive a text message.
Message and data rates may apply. You can reply STOP to opt out or HELP for help."
Consent Capture
Consent is considered explicitly granted when:
- The caller presses "1" in response to the IVR prompt
Opt-Out Instructions
Users can opt out at any time by replying:
- STOP → to unsubscribe
- HELP → for assistance
Opt-Out and Help Handling
- When a user replies STOP, they are immediately unsubscribed and will not receive further messages
- When a user replies HELP, they receive assistance instructions or a link to contact support
- STOP and HELP requests are processed in compliance with carrier requirements
Message Type
- Customer Care / Transactional
- One-time message per request
- No marketing or promotional messaging
Consent Logging & Storage
We store proof of consent using the following method:
Application Logs / Database Records:
- Phone number (e.g. +12155551234)
- Timestamp of consent
- Associated maintenance request ID
- Consent method (e.g. "IVR_KEYPRESS_1")
These records are securely stored in our backend system and can be retrieved for compliance verification if required.
Message Flow
- SMS messages are sent only after explicit opt-in
- Only users who press "1" receive a message
- A single SMS message is sent per maintenance request