SMS Messaging Policy

How SMS works in Synor

Synordelivers SMS on behalf of our customers (“you”) through Twilio. When a visitor submits a form on your website, our embed sends the submission to our platform, our AI generates a response, and Twilio sends that response by SMS from the phone number assigned to your business. Subsequent replies from the lead return to our system, where our AI can generate further responses.

You remain the message sender under the TCPA and equivalent laws. Synor is a platform provider and does not control the content or timing of campaigns beyond the automation rules you configure.

Customer obligations

As a condition of using SMS features, you represent and warrant that for every phone number Synor sends to on your behalf, you have:

• Obtained prior express written consent for any promotional or marketing message, as required by the TCPA. Consent must be obtained through a clear, conspicuous disclosure — not buried in terms — and the consumer must affirmatively agree (for example, an unchecked checkbox adjacent to the consent language).
• Obtained prior express consent (not necessarily written) for transactional, informational, or service-related messages.
• Disclosed at the point of collection: (i) that submitting the form may result in SMS messages sent using automated technology; (ii) the approximate frequency of messages (e.g. “up to {N}messages per inquiry”); (iii) that message and data rates may apply; and (iv) a link to your privacy policy and this SMS policy.
• Retained records of consent sufficient to demonstrate compliance (the exact language shown, timestamp, IP address, and form submitted).
• Completed A2P 10DLC registration with The Campaign Registry through Twilio for any messaging to U.S. consumers from a long code. You will provide truthful Brand and Campaign information and keep it current.

Prohibited content

You will not use Synor to send messages about, or otherwise promoting:

• Sex, hate speech, alcohol, firearms, or tobacco marketing;
• Cannabis or CBD (including hemp-derived) in the U.S.;
• Prescription drugs marketed to consumers;
• Payday loans or high-risk lending;
• Gambling, except where explicitly authorized by carriers;
• Deceptive or misleading content, phishing, or links to malicious sites;
• Any content prohibited by the CTIA Messaging Principles and Best Practices.

We may suspend an account immediately for suspected violations and will cooperate with carrier and regulator investigations.

Opt-out handling

Synor honors industry-standard opt-out keywords automatically. Replies of STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT stop further messages to that number and acknowledge the opt-out as required by carriers. Leads who opt out are flagged in your dashboard; you must not attempt to re-contact them through another channel without fresh consent.

Replies of HELP trigger a standard response that identifies the sender and provides support contact information.

For consumers receiving messages

If you are a consumer who received an SMS sent through Synor:

• The business whose form you submitted is the sender. Reply STOP to opt out at any time.
• Reply HELP for contact information about the business.
• Message and data rates may apply. Message frequency varies based on your inquiry.
• Carriers supported include the major U.S. networks. We cannot guarantee delivery to all carriers or all handsets, and SMS is not a secure channel — do not send sensitive personal information (SSNs, financial details, medical records) by text.
• To request access to or deletion of your personal information, see our Privacy Policy. Because the business whose form you submitted is the controller of your data, we may forward your request to them.

Frequency and timing

Message frequency varies depending on the lead’s engagement. Typical conversations involve 1–10 messages over several days. Synorrespects quiet-hours guidance and, by default, avoids sending outbound marketing SMS outside reasonable hours in the recipient’s time zone.

Records and audits

You agree to retain proof of consent (including the exact disclosure shown, submission timestamp, and any relevant IP address or device fingerprint) for at least four years from the date the message is sent, consistent with the TCPA statute of limitations. Synor may request these records in the event of a complaint or carrier investigation, and you agree to provide them within five business days.

Software, not legal advice

Synor provides software, not legal compliance. You are responsible for determining whether your use of the Service complies with the TCPA, CAN-SPAM, state mini-TCPAs (Florida TCPA, Washington CEMA, Oklahoma TCPA, and others), carrier rules, and any other applicable law.

Indemnification and liability

Your responsibilities under our Terms of Service, including the indemnification and limitation-of-liability provisions, apply in full to SMS activities. If a claim is brought against Synor arising from messages sent on your behalf, you will defend and indemnify us as set out in the Terms.

Sample consent language

The following is example language you can adapt. Place it adjacent to your form’s submit button with an unchecked checkbox the visitor must affirmatively check:

“By submitting this form and checking the box, I agree to receive SMS messages from [Business Name] at the phone number provided, including messages sent using automated technology. Consent is not a condition of purchase. Message frequency varies. Message and data rates may apply. Reply STOP to opt out or HELP for help. See our Privacy Policy and SMS Policy.”

Contact

Synor
contact@getsynor.com