Messaging Policy

Messaging Policy

Please take a moment to read our messaging policy. This document outlines important guidelines and rules that must be followed when using our messaging service. By familiarizing yourself with our policy, you can help ensure a positive and respectful communication environment for all users.

Last updated on February 16, 2024

Introduction

At KrispCall, we value the importance of seamless communication through various messaging channels such as SMS, MMS, Chat, and WhatsApp. We understand that receiving messages should be a hassle-free experience, free from any hindrance or blocking. Therefore, we aim to collaborate with our customers to eliminate unwanted messages and ensure that all messages sent are with the recipient’s consent and comply with applicable laws, communication industry guidelines, and standards.

KrispCall Messaging

We treat all messaging transmitted through our platform as Application-to-Person (A2P) messaging, regardless of the use case or phone number type (e.g., long code, short code, or toll-free). All A2P messages originating from KrispCall are subject to this Messaging Policy, which covers rules and /or prohibitions regarding:

  • Consent (“opt-in”);
  • Revocation of Consent (“opt-out”);
  • Sender Identification;
  • Messaging Usage;
  • Filtering Evasion; and
  • Enforcement.

As a customer using KrispCall’s messaging channels, it is your responsibility to ensure that any messaging activity generated by your users is in compliance with our policies. If you provide your own end-users or clients with the ability to send messages through KrispCall, you must ensure that they adhere to the same requirements when dealing with their users and customers.

At KrispCall, we take consent and opt-in seriously. We believe that communication should always be respectful, transparent, and legal. To ensure that our customers are adhering to the same standards, we require them to meet the following requirements when dealing with their users and customers.

  • Before sending the first message, you must obtain the agreement of the message recipient to communicate with them. This agreement, also known as “consent,” should make it clear to the individual what type of messages they are agreeing to receive. You should keep a record of the consent, such as a copy of the document or form that the message recipient signed or a timestamp of when the customer completed a sign-up flow.
  • If you don’t send an initial message to the individual within a reasonable period after receiving consent, you will need to reconfirm consent in the first message you send to that recipient.
  • Additionally, the consent only applies to you and the specific use or campaign that the recipient has consented to. You cannot treat it as blanket consent allowing you to send messages from other brands or companies you may have, or additional messages about other uses or campaigns.
  • Proof of opt-in consent should be retained as set forth by local regulation or best practices after the end user opts out of receiving messages.

While consent is always required and the consent requirements noted above are generally the safest path, there are two scenarios where it can be received differently.

Contact initiated by an individual

If an individual initiates contact with you, you are free to respond in an exchange with that individual. For example, if an individual texts your phone number asking for your hours of operation, you can respond directly to that individual, relaying your open hours. In such a case, the individual’s inbound message to you constitutes both consent and proof of consent. Remember that the consent is limited only to that particular conversation. Unless you obtain additional consent, don’t send messages that are outside that conversation.

Informational content to an individual based on a prior relationship

You may send a message to an individual where you have a prior relationship and the individual has taken some action to trigger the potential communication, and has not expressed a preference to not receive messages from you.

Actions can include a button press, alert setup, appointments, or order placements. Examples of acceptable messages in these scenarios include appointment reminders, receipts, one-time passwords, order/shipping/reservation confirmations, drivers coordinating pick up locations with riders, and repair persons confirming service call times.

The message can’t attempt to promote a product, convince someone to buy something, or advocate for a social cause.

If you intend to send messages to a recipient on an ongoing basis, you should confirm the recipient’s consent by offering them a clear reminder of how to unsubscribe from those messages using standard opt-out language (defined below).

You must also respect the message recipient’s preferences in terms of the frequency of contact. You also need to proactively ask individuals to reconfirm their consent as set forth by local regulations and best practices.

Identifying Yourself as the Sender

Every message you send must clearly identify you as the sender (the party that obtained the opt-in from the recipient), except in follow-up messages of an ongoing conversation.