SMS Consent Policy

Last updated: May 2026

Program Description

PipeSpark AI operates an automated SMS messaging program on behalf of licensed home service contractors (HVAC, plumbing, roofing, and similar trades). The purpose of these messages is to respond to missed calls, follow up on service estimates, and request reviews upon job completion. Messages are transactional and service-related — not marketing promotions.

Senders: Messages are sent from Twilio-provided phone numbers assigned to individual contractors. The sending number will identify the contractor's business name in the message body.

How We Collect Consent

Consent to receive automated SMS messages is collected in one of the following ways:

  • Missed call (implied consent): When a customer places a phone call to a contractor's business number and the call is not answered, an automated SMS may be sent to the calling number. By placing a call to a business, the customer has initiated contact and expressed intent to communicate with that business. Note: this implied consent applies to transactional/informational messages only. It is not prior express written consent for marketing communications as defined by the TCPA.
  • Inbound SMS (explicit consent): When a customer sends a text message to a contractor's business number, they have explicitly initiated SMS contact and expressly consent to receive a reply and reasonable follow-up related to their inquiry.
  • Web form or verbal agreement: Customers who provide their phone number through a contractor's website form or verbally during a service inquiry have consented to SMS follow-up related to their stated request. Written consent is preferred and provides the strongest legal protection.

Contractors using PipeSpark AI are solely responsible for ensuring appropriate consent exists before any automated message is sent. See our Terms of Service.

Message Types

  • Missed call acknowledgment and service inquiry
  • Estimate follow-up reminders (1, 3, and 7 days after estimate)
  • Job completion review request
  • Replies to customer-initiated SMS inquiries

All automated messages are clearly labeled [Auto-reply] to identify them as automated. The contractor's business name is included in every message.

Message Frequency

Message frequency varies based on customer interaction. For a single service inquiry, a customer may receive up to 5 messages: an initial missed-call reply, up to 3 estimate follow-ups, and 1 review request. Customers who reply and continue the conversation may receive additional replies. Message and data rates may apply.

Opt-Out (STOP)

Every automated message includes opt-out instructions. Customers may reply STOP at any time to immediately unsubscribe from all further automated messages from that number.

Additional opt-out keywords honored: STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT.

Opt-out requests are:

  • Honored immediately upon receipt
  • Recorded permanently in our system — that number will not be contacted again by our platform
  • Also enforced at the carrier level by Twilio, providing a second layer of protection

A one-time confirmation of opt-out will be sent after a STOP request. No further messages will follow.

Re-consent: If a customer who previously opted out later initiates contact by calling or texting the contractor's number, that action constitutes re-consent to receive a response to that specific inquiry.

HELP Keyword

Customers may reply HELP to any automated message to receive program information, support contact details, and opt-out instructions. The HELP response includes the program name, support email, and a reminder of the opt-out process.

Do Not Contact

Our platform does not contact numbers that have previously opted out. Contractors using PipeSpark AI are required to maintain their own Do Not Contact lists and to not use our platform to contact individuals who have requested not to be contacted through any channel.

A2P 10DLC and Toll-Free Registration

All messaging campaigns operated through PipeSpark AI are registered with The Campaign Registry (TCR) under an A2P 10DLC or toll-free number program. This registration identifies the sending brand, use case, and message type to carriers, and is required by U.S. wireless carriers for automated business messaging.

Contact

For questions about this policy, reply HELP to any message, or contact us at: support@pipespark.ai

For disputes or complaints about message delivery, contact Twilio at twilio.com/help/complaints.