What your shop is responsible for

1. What stays with your shop

• You're the sender. Texts go out under your business name, under your own carrier registration (we file it for you), and your own privacy policy and SMS terms apply. Your registration uses your own pages, never islandreply.com.
• Your website must have an SMS terms page and a privacy policy in your business name, on https links, with the contents listed below. Both pages must be live on https before we file your carrier registration, and must stay up while you use Island Reply. The greeting reads your terms link aloud, so keep it working and matching what callers hear.
• Call forwarding: keep forwarding on for no answer, busy and, where your carrier offers it, unreachable (phone off or no signal) to your Island Reply number. Tell us before you change carriers or numbers.
• The wording: you OK every text before go-live. Two lines need your yes in particular: “We're alerting our on-call tech now” (someone must watch the alert phone) and “We have openings this week” (only if that's true for you).
• The alert phone: one cell per shop. Keep it on and tell us if it changes. Don't text STOP to your Island Reply number from that phone, because it would block your own alerts.
• Call the leads back. Island Reply doesn't book, quote, schedule or promise arrival times.
• Text BOOKED or LOST for every lead, so the customer's next call counts as a new request.
• Opt-outs you hear about yourself: if a customer asks you to stop texting by phone, in person or by email, tell the founder that day. The number is then blocked by hand. (The time limit: the client agreement will say. The FCC rule allows at most 10 business days.)
• What we won't do: text anyone who didn't call or text you and opt in, send text blasts, or text between 8 pm and 8 am.
• Anything the client agreement adds. The client agreement will say: who keeps the consent records, how opt-outs are passed on and the time limit, keeping the terms page live, and notice periods. The agreement isn't written yet.

2. What your two pages must contain

Carriers check these when the registration is filed. A missing item is a common reason for rejection.

Your SMS terms page

1. Your business name and the program: “service request texts”.
2. The exact greeting callers hear, with your full business name and your terms link (see what callers hear before they press 1), plus the press-1 prompt and the reminder question (“Want up to 3 reminder texts about this request? Reply YES...”).
3. Message frequency: varies; up to 3 reminders, only after YES.
4. “Message and data rates may apply.”
5. HELP and STOP, with the keywords (STOP, CANCEL, END, QUIT, UNSUBSCRIBE and the rest; START to opt back in).
6. Quiet hours: no texts 8 pm to 8 am Hawaiʻi time, except the replies to HELP, STOP and START.
7. A support phone number or email for your shop.
8. “Carriers are not liable for delayed or undelivered messages.”
9. A link to your privacy policy.

Your privacy policy

1. You don't sell, share or provide mobile numbers or texting opt-in and consent data to third parties or affiliates for marketing or promotional purposes.
2. Message frequency and “Message and data rates may apply”.
3. That you use a service provider to send your texts.

3. Questions

Questions about any of this can go to the founder: