Voice and Messaging Policy

These policies govern the use of our voice messaging and WhatsApp services, ensuring compliance with applicable regulations, including the standards set by A2P 10DLC in the United States.

1. Introduction

Our services are designed to provide effective and personalized communication through voice messages and automated WhatsApp responses. These policies ensure appropriate use of the service while respecting user privacy and adhering to legal regulations.

2. Delivery Schedule

• Voice Messages: Voice messages will only be sent between 7:00 a.m. and 7:00 p.m. (local recipient time). No messages will be sent outside of these hours unless explicitly requested by the customer.
• WhatsApp Interaction:
  • Agents will respond to customer messages at any time they are received, regardless of the hour. If the customer sends a message, the agent will reply promptly, either automatically or manually.
  • Proactive messages from agents will not be sent outside the business hours of 7:00 a.m. to 7:00 p.m., unless the customer has requested or consented to receive messages during extended hours.

3. Consent and Opt-In

• Voice Messages: Users must give explicit consent to receive voice messages. Consent may be granted through online forms, checkboxes, or recorded verbal confirmations.
• WhatsApp: By initiating a conversation via WhatsApp, the customer consents to receive agent responses relevant to their inquiries.

4. Message Frequency

• Voice Messages: Frequency depends on the service requested and will not include unnecessary or repetitive messages.
• WhatsApp: Responses will be limited to the context of the customer’s inquiry, ensuring relevant and useful interactions.

5. Permitted Content

The content of messages and calls must adhere to the following rules:

• Be clear, relevant, and exclusively related to the service requested by the user.
• Contain no misleading, fraudulent, offensive, or illegal information.
• Not include unsolicited advertising or promotional content without explicit user consent.

6. Opt-Out Policy

• Voice Messages: Users can opt out of receiving voice messages at any time by submitting a verbal request, replying “STOP” to a text message, or contacting us directly.
• WhatsApp: Users can opt out of receiving further responses from our agents by typing “STOP” in the WhatsApp chat. Once this request is received, no further interactions will take place, except for confirmation messages related to service cancellation.

7. Responsible Use of Data

• All information provided by users, whether for WhatsApp or voice messages, will be used exclusively for communication with the customer in the context of the requested services.
• Personal data will not be stored or shared with third parties for purposes other than those outlined in this policy.
• Voice recordings and chat histories will only be retained as long as necessary to ensure service quality and will be securely deleted thereafter.

8. WhatsApp Response Policy

• Our agents are available to respond to any customer inquiry through WhatsApp at the moment it is received, regardless of the time. This ensures smooth and effective communication at all times.
• Responses will be tailored to the context of the customer’s inquiry, avoiding irrelevant automated replies.
• Agents will not proactively send messages outside the business hours of 7:00 a.m. to 7:00 p.m., unless the customer has explicitly consented to receive them.

9. User Responsibility

• Users must provide accurate and updated information to ensure effective communication.
• We are not responsible for undelivered messages caused by incorrect information or restrictions by the mobile carrier.

10. Limitations of Liability

We will not be held responsible for:

• Delays or failures in delivering messages or calls due to technical issues, service interruptions, or carrier limitations.
• Damages or losses resulting from the use or inability to use this service.

11. Policy Modifications

We reserve the right to update these policies at any time. Significant changes will be communicated to active service users.

12. Contact

If you have questions, concerns, or need support regarding our voice messaging and WhatsApp services, you can reach us through the following channels:

• Email: kverschuren@solutionsatc.com
• Phone: +1 (347) 654-2049
• WhatsApp: [+1 385 425 5311]