SMS Consent & A2P 10DLC Compliance
Documentation of the verbal consent scripts our AI receptionist uses to obtain SMS opt-in during live HVAC service calls and after-hours emergency calls. This serves as proof-of-consent for carrier A2P 10DLC registration and TCPA compliance.
Last updated: September 2026
Purpose of this document
Northeast Booking Systems LLC operates an AI receptionist that may send text (SMS) messages to callers for appointment confirmations, scheduling updates, and service notifications on behalf of our client businesses. Under the FCC Telephone Consumer Protection Act (TCPA) and the wireless carriers' A2P 10DLC registration framework, prior express written consent must be obtained before sending any non-emergency SMS message.
This page documents the exact verbal consent scripts the AI receptionist speaks during two call scenarios — a standard HVAC service call and an after-hours emergency call — to capture that consent at the point of conversation. Each script discloses message frequency, identifies the sender, and provides opt-out instructions before any message is sent.
How consent is captured
Consent is captured verbally during the inbound call. The AI receptionist asks the caller for explicit permission to send text messages, states that message frequency may vary, and explains that the caller can reply STOP to opt out at any time. The caller's verbal "yes" (or equivalent affirmative response) is recorded in the call transcript and stored as proof of opt-in, timestamped to the call.
- Consent is requested only after the caller's identity and phone number have been confirmed on the call.
- The AI logs the caller's affirmative response in the call transcript with a timestamp.
- No SMS message is sent until affirmative consent is captured in the transcript.
- Callers may withdraw consent at any time by replying STOP to any message, or by contacting the client business directly.
Scenario 1 — Standard HVAC Service Call
Verbal consent script spoken by the AI receptionist during a routine inbound service call, after booking details are confirmed.
“Thank you, [Name]. Just to confirm, the best number to reach you on is the one you're calling from — is that correct?”
“Can I have your permission to send you text messages about your appointment — things like your confirmation, your technician's arrival window, and any service updates? Message and data rates may apply, and message frequency varies. You can reply STOP at any time to opt out, or reply HELP for help.”
“Thank you. I've noted your permission to text you. You'll receive a confirmation message shortly at this number. Remember, you can always reply STOP to stop receiving messages.”
Scenario 2 — After-Hours Emergency Call
Verbal consent script spoken by the AI receptionist during a 24/7 emergency dispatch call, after the technician has been dispatched.
“And your name, plus the best callback number in case we get disconnected?”
“Can I text you at this number with your technician's name and live arrival tracking, plus any updates while they're en route? Message and data rates may apply, and message frequency varies. You can reply STOP at any time to opt out, or reply HELP for help.”
“Got it — I've recorded your permission to text you. You'll receive a message within 3 minutes with your technician's details. If anything changes, call us back and I'll update them. You can reply STOP at any time to stop receiving messages.”
Required disclosure elements in each script
Both scripts contain the disclosure elements required for A2P 10DLC and TCPA compliance:
- Identification that the caller will receive text messages from the business.
- Statement that message and data rates may apply.
- Statement that message frequency varies.
- Clear opt-out instructions: reply STOP to opt out at any time.
- Help instructions: reply HELP for assistance.
- Affirmative opt-in confirmation recorded in the call transcript.
Opt-out & help message handling
Once consent is captured, the following automated responses are sent when a recipient replies with a keyword:
Recipient is immediately unsubscribed from all future SMS messages. A confirmation message is sent: 'You have been unsubscribed and will receive no further messages from this number.'
Recipient receives a help message identifying the sender, the purpose of the messages, and opt-out instructions: 'Northeast Booking Systems on behalf of [Business Name]. Reply STOP to unsubscribe. For support, contact support@northeastbookingsystems.com or (267) 438-9828.'
If a previously opted-out recipient replies START or YES, opt-in is re-enabled and a confirmation is sent: 'You have been re-subscribed. Reply STOP to opt out at any time.'
Consent record retention
For each opt-in, the following record is retained and made available to the client business and to carriers upon request:
- Caller's phone number (the number that provided consent).
- Timestamp of the consent capture (date and time, with timezone).
- The call transcript segment containing the consent request and the caller's affirmative response.
- The name of the client business on whose behalf consent was captured.
- The campaign / use-case identifier registered under A2P 10DLC for that business.
Consent records are retained for as long as the caller may receive messages, and for a minimum of four (4) years thereafter, consistent with TCPA record-keeping guidance.
A2P 10DLC campaign registration
Each client business's messaging is registered under a dedicated A2P 10DLC campaign with an assigned Campaign ID and Brand ID before any SMS traffic is sent. The consent scripts on this page correspond to the "Customer Care" and "Emergency Services" use cases registered for HVAC and field service businesses. Message throughput, daily limits, and carrier fees are governed by the registered campaign's tier.
Questions about this policy?
This document is provided for general informational purposes and is not legal advice. Have your attorney review it before relying on it for your business.