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Messaging Policy

We all expect that the messages we want to receive will reach us, unhindered by filtering or other blockers. An important step TxTRIA and our customers can take to make that expectation reality is to prevent and eliminate unwanted messages. Towards that end, we strive to work with our customers so that messages--whether SMS, MMS, or chat--are sent with the consent of the message recipient, and that those messages comply with local laws and measures of fairness and decency.

This principle is central to TxTRIA's Acceptable Use Policy.

Navigating the path to proper consent for message sending can be complex. We developed the Messaging Policy to help TxTRIA customers partner with us to map out that path.

What Is Proper Consent?

Consent can't be bought, sold, or exchanged. For example, you can't obtain the consent of message recipients by purchasing a phone list from another party.

Aside from two exceptions noted later in this section, we need to meet each of the consent requirements listed below. If you are a software or platform provider using TxTRIA for messaging within your application or service, you need to require that your customers adhere to these same requirements when dealing with their users and customers.

Consent Requirements

Alternative Consent Requirements: The Two Exceptions

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

Verified Opt in Subscribers

We prefer customers use VORTxT, the Verified Opt In Registry for Text to subscribe all customers. VORTxT validates subscribers creating first contact with the subscribers unique phone ID and subscriber identifier. All Txtria customers will be automatically enrolled into Vortext and have access to the tools necessary to use this technology on any 10 DLC registered campaign, Short Code Campaign or Toll Free Txtria approved numbers.

Using VORTxT provides TxTRIA customers the best protection for the successful long term success of their campaigns.

Double Opt-in Consent

We require double opt-in consent in some limited use cases. Many of these use cases listed below generate the majority of complaints about unwanted messages which is why the burden of consent is higher.

Double opt-in is a two step process:

For example, your first outbound message would be compliant if it included text similar to, “This is Company X. You recently signed up to receive text messages from us. Please reply YES to confirm or STOP to unsubscribe.” Only after you receive the confirmation “YES” may you send a follow-up message with information related to a topic listed above.

Identifying Yourself as the Sender

Every message you send must clearly identify you as the sender, except in follow-up messages of an ongoing conversation.

Message Recipient Opt-out

The initial message that you send to an individual needs to include the following language: “Reply STOP or Exit to unsubscribe.

Individuals must also have the ability to revoke consent at any time by replying with a standard opt-out keyword. When an individual opts out, you may deliver one final message to confirm that the opt-out has been processed, but any subsequent messages are not allowed. An individual must once again provide consent before you can send any additional messages.

Periodic Messages and Ongoing Consent

In some cases, you may want to periodically send messages to an individual who earlier provided proper consent. This practice is allowed, provided that your message includes a reminder to the individual about how to unsubscribe. If you send more than one message in a given month, you need to include the reminder in just one of those messages--not in all of the messages that you send in that month.

You must respect the message recipient’s preferences in terms of frequency of contact. You also need to proactively ask individuals to reconfirm their consent no less often than once every 18 months.

Age and Geographic Gating

If you are sending messages in any way related to alcohol, firearms, gambling, tobacco, or other adult content, then more restrictions apply. In addition to obtaining consent from every message recipient, you must ensure that no message recipient is younger than the legal age of consent based on where the recipient is located. You also must ensure that the message content complies with all applicable laws of the jurisdiction in which the message recipient is located. Additionally, TxTRIA’s Acceptable Use Policy bans sending any content that is offensive, inappropriate, pornographic, obscene, illegal, or otherwise objectionable, even if the content is permissible by law and appropriate age restrictions are in place.

You need to be able to provide proof that you have in place measures to ensure compliance with these restrictions.

Content We Do Not Allow

The key to ensuring that messaging remains a great channel for communication and innovation is preventing abusive use of messaging platforms. That means we never allow some types of content on our platform, even if our customers get consent from recipients for that content. Those content types include:

How We Handle Violations

When we identify a violation of these principles, we work with customers in good faith to get them back into compliance. To protect the continued ability of all our customers to freely use messaging for legitimate purposes, we reserve the right to remove access to the TxTRIA platform for customers that we determine are not complying with the Messaging Policy, or who are not following the law in any applicable area

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