Communication terms (SMS & automated calls)

!! Customer Responsibility !!: Customers are responsible for ensuring their SMS messaging practices, consent collection processes, and Twilio toll-free verification status comply with all applicable laws, carrier requirements, and industry standards. Rossware does not provide legal or compliance advice. [twilio.com], [help.twilio.com]

Additional Resources

• Twilio Messaging Policy - https://www.twilio.com/en-us/legal/messaging-policy [twilio.com]

• Guide to U.S. SMS Compliance - https://www.twilio.com/en-us/resource-center/guide-to-us-sms-compliance

• SMS Compliance and A2P 10DLC in the US - https://help.twilio.com/articles/4408675845019-SMS-Compliance-and-A2P-10DLC-in-the-US [help.twilio.com]

• Log into your dashboard.rossware.com account.

• Navigate to SD-CyberOffice > Settings.

• Scroll down to the Communication terms (SMS & automated calls) header.

• Ensure the toggle is set to active.

To obtain the URL to your communication terms to provide to your customers from your Rossware dashboard:

• Log into your dashboard.rossware.com account.

• Navigate to SD-CyberOffice > Settings.

• Scroll down to the Implementation header.

• Navigate to the Communication Terms section.

• Select Direct URL.

• Click on 'Copy' to copy the URL into your Windows clipboard.

To obtain the code to embed your communication terms into your own website from your Rossware dashboard:

• Log into your dashboard.rossware.com account.

• Navigate to SD-CyberOffice > Settings.

• Scroll down to the Implementation header.

• Navigate to the Communication Terms section.

• Select Embed code.

• Click on 'Copy' to copy the code into your Windows clipboard.

Office managers should instruct their CSRs to ask the consumer to agree to receive digital communications.

• The CSR should inform the customer that by providing a phone number, they are agreeing to the communication terms.

• The CSR should provide the costumer with the URL for the communication terms.

• The CSR should utilize the RoboTo, or TxtTo in the phone number attribute field as a flag that the consumer has agreed. (This will serve as documentation that the consumer agreed to the communication terms.

• The CSR should inform the customer they will receive an SMS as a second level of opt-in, and they must respond to that initial SMS in order for further SMS communications to occur.