SMS Policy

1. Introduction

This SMS Policy outlines the requirements and best practices for using CloudBot's SMS API. By sending SMS messages through our platform, you agree to comply with this policy and all applicable regulations.

2. Regulatory Compliance

2.1 A2P 10DLC Registration

All business SMS in the United States must comply with A2P 10DLC regulations:

• Businesses must register their brand with The Campaign Registry (TCR)
• Each messaging campaign must be registered and approved
• Messages must match registered use cases
• Throughput limits apply based on brand reputation

2.2 Laws and Regulations

You must comply with:

• Telephone Consumer Protection Act (TCPA) - US federal law
• CTIA Guidelines - Industry best practices
• CAN-SPAM Act - For commercial messages
• GDPR - If messaging EU recipients
• State laws - California, Florida, etc.

3. Consent Requirements

3.1 Required Consent

3.2 Types of Consent

Transactional Messages (lowest consent requirement):

• Appointment reminders
• Order confirmations
• Delivery notifications
• Account alerts

Requires: Implied consent (existing business relationship)

Promotional/Marketing Messages (highest consent requirement):

• Sales offers
• Promotions
• Newsletters
• Product updates

Requires: Express written consent (clear agreement)

3.3 Valid Consent Methods

• ✅ Signed paper form
• ✅ Website checkbox (not pre-checked) with clear disclosure
• ✅ Text-to-join with clear terms
• ✅ Verbal consent with recorded verification
• ❌ Pre-checked boxes
• ❌ Purchased or rented lists
• ❌ Business cards collected at events
• ❌ Website visitors who didn't opt in

4. Message Content Requirements

4.1 Required Elements

Every SMS campaign must clearly communicate:

• Who is sending the message (business name)
• What types of messages will be sent
• Message frequency (e.g., "up to 4 messages per month")
• That message and data rates may apply
• How to opt out (reply STOP)
• How to get help (reply HELP)

4.2 Sample Opt-In Disclosures

Website Opt-In:

Text-to-Join Auto-Reply:

4.3 Sample Messages

Here are examples of compliant messages:

5. Prohibited Content

You may NOT send messages containing:

• Profanity, hate speech, or harassment
• Adult content or sexually explicit material
• Illegal drugs, weapons, or illegal activities
• Fraud, scams, or deceptive practices
• Malware, phishing links, or viruses
• Content that infringes intellectual property
• Personal health information (PHI) without proper safeguards
• Financial account numbers or passwords

6. Opt-Out Handling

6.1 Required Actions

• Honor all STOP, END, CANCEL, UNSUBSCRIBE, or QUIT requests
• Process opt-outs within 24 hours
• Add opted-out numbers to a suppression list
• Send confirmation of opt-out

6.2 Opt-Out Confirmation Message

6.3 Re-subscribing

Users can resubscribe by:

• Replying START to any message
• Going through the opt-in process again

7. Message Timing

• Marketing messages: Only between 8 AM and 9 PM local time (TCPA)
• Transactional messages: Can be sent anytime
• Respect quiet hours and time zones

8. CloudBot Platform Rules

8.1 Whitelist Requirement

All destination phone numbers must be whitelisted in your account before sending. This helps prevent spam and ensures compliance.

8.2 Verification Required

You must verify your phone number to activate SMS sending. This confirms your identity and enables two-factor authentication.

8.3 API Usage Limits

• Rate limit: 60 messages per minute per API key
• Daily limit: Based on your plan and reputation score
• Only send to whitelisted numbers

9. Violations and Enforcement

9.1 Monitoring

We monitor for:

• High opt-out rates
• Spam complaints
• Invalid phone numbers
• Prohibited content
• Regulatory violations

9.2 Consequences

Violations may result in:

• Warning and required corrective action
• Temporary suspension of SMS privileges
• Permanent account termination
• Reporting to carriers and regulators
• Legal action for damages

10. Record Keeping

You must maintain records of:

• All opt-in consent (date, time, method)
• Opt-out requests and processing dates
• Message content and delivery receipts
• Complaint handling

Records should be kept for at least 4 years.

11. Support and Resources

For questions about SMS compliance:

• Email: compliance@cloudbot.ai
• Phone: [Support Number]
• Resources:
  • CTIA Guidelines
  • FCC TCPA Rules
  • Twilio Messaging Guidelines

12. Policy Updates

This policy may be updated to reflect changes in regulations or business practices. We will notify users of significant changes via email.

Last Updated: March 14, 2026