Messaging Terms & Conditions

The program

RouteSide operates business phone numbers on behalf of the organizations that use it. Under this SMS program you may receive:

• Conversational replies — responses from a business after you text its RouteSide number first.
• Staff routing notifications — if you are on a business's team, texts asking whether you can take an incoming call or message, relays of customer conversations, and account/setup texts.

Consent

Customers receive direct replies after they start an active text conversation with a business, or when another applicable written consent record exists. A phone call by itself does not authorize a follow-up text.

Before RouteSide sends a staff member the first setup or routing text, that person must already have given the organization prior express written consent for those messages. The organization may record an attestation to an existing written consent record, or the staff member may opt in through an independently visited consent form or an independently initiated opt-in message. A reply of YES during an authorized setup conversation means the person wants to participate in profile setup; it does not retroactively authorize the first text.

Recipients may withdraw consent at any time. Consent to receive text messages is not a condition of purchasing any goods or services.

Frequency, rates, and cancellation

• Message frequency varies based on your conversations and, for staff, on call volume.
• Message and data rates may apply per your mobile carrier plan.
• Reply STOP at any time to opt out. Twilio, our messaging provider, sends its standard opt-out confirmation. RouteSide records the opt-out, cancels applicable pending messages, and keeps an audit record. A message already being sent cannot be recalled and will not be retried.
• Reply START to opt back in after opting out. Twilio sends its standard opt-in confirmation. RouteSide applies the choice only to future messages and does not restore messages that were previously cancelled.
• Reply HELP for Twilio's standard automated messaging instructions. For RouteSide program support, contact support@routeside.org.

Twilio owns the automatic STOP, START, and HELP transport replies. RouteSide does not send a second keyword reply.

Carriers

Messages are supported on major US carriers (AT&T, T-Mobile, Verizon, and others). Carriers are not liable for delayed or undelivered messages.

Privacy

How we handle your information — including that mobile information is never shared with third parties or affiliates for marketing, and that opt-in data and consent are never shared — is described in our Privacy Policy.

Changes

If these terms change, we will update this page and its effective date. Questions: support@routeside.org.