[ Communications ]
How Texting Consent Works
- Effective
- August 12, 2026
- Version
- 2026-08-12
Businesses use Syntax Voice’s AI phone assistant to answer their calls. This page describes the only two ways a business’s messaging program initiates a text to a customer through our platform. Both paths are enforced by the platform’s own software, identically for every business — a business cannot configure the assistant to start texting a customer outside of them. (Two things are not initiations and sit outside these paths: if you text a business’s number first, the business — its assistant or its staff — may reply within that conversation, and the STOP handling below applies to those replies identically. And separately from customer messaging, a business’s own designated staff may receive an operational text when a call is transferred to them; that is not a customer message and follows the same STOP handling below.)
If you received a text from Syntax Voice about your own Syntax Voice account, that is a different program with its own terms: Account Notifications.
01 / What This Page Covers
Messages under this program are customer-service texts sent under the business’s own name and phone number: appointment confirmations and reminders, requested business information such as hours or an address, and follow-ups to calls the recipient placed. Consent applies per business — agreeing to receive texts from one business never opts you in to messages from any other.
02 / Path 1: Express Verbal Consent
When a caller asks the assistant to text them something — business hours, an address, an appointment confirmation — the assistant asks for permission to text the number they are calling from before anything is sent. The permission request always identifies the message to be sent and the number it will go to.
The platform then enforces, in order:
- Consent is recorded first. A consent record — phone number, date, and time — is written durably before any message is sent. If the record cannot be written, the message is not sent.
- A fixed confirmation is spoken. After the text is sent, the assistant speaks a fixed, word-for-word confirmation stating that message frequency varies, that message and data rates may apply, and that the caller can reply STOP to opt out or HELP for help.
Consent is never a condition of service: a caller who declines the text still receives the same information spoken on the call.
03 / Path 2: Reply to Your Own Call
If you call a business and the call is missed, ends, or arrives while all lines are busy, the business may send one follow-up text about that call to the number that called. You contacted the business first, so no separate opt-in is collected for this single transactional reply.
- Prior opt-outs are always checked before sending — a number that has replied STOP never receives this follow-up.
- Calls with no service interaction — including calls classified as spam — receive no follow-up at all.
04 / What Is Recorded
Every express consent is recorded against the phone number with a date-and-time stamp, and every opt-out is recorded the moment it is received. These records survive the call and are what the platform checks before any later message.
Your number, your opt-in data, and your consent
No mobile information, opt-in data, or consent will be shared with, sold to, or provided to third parties or affiliates for marketing or promotional purposes. See our Privacy Policy.
05 / Opt-Out and Help
Every message sent under this program identifies the business and includes opt-out instructions. Reply STOP to any message to opt out immediately — the platform processes it automatically and blocks that business from texting you further. Reply HELP for help. Message frequency varies; message and data rates may apply.
The full set of safeguards the platform applies to every message — keywords honored, the sending window, delivery limitations — is published at Platform Messaging Safeguards.