Overview
This policy applies to all subaccounts using Scalendo Phone for SMS communications within the CRM. The policy ensures messages reach consenting parties while complying with applicable laws and industry standards.
Key Policy Principles
The messaging policy covers four main areas:
- Consent Requirements: "Consent can't be bought, sold, or exchanged." Messages must only be sent to opted-in contacts through explicit consent, not purchased phone lists.
- Opt-Out Rights: Initial messages must include language allowing recipients to revoke consent, such as "Reply STOP to unsubscribe."
- Sender Identification: Every first message must clearly identify the sender (e.g., "Thanks, [Location Name]"), except in ongoing conversations.
- Prohibited Content: Messages cannot relate to alcohol, firearms, gambling, tobacco, or adult content. The platform prohibits filtering evasion, intentionally misspelled opt-out phrases, and "snowshoeing" (spreading messages across multiple numbers to evade detection).
SMS Ramp-Up Model (V2)
New subaccounts follow an 8-level ramp starting at 100 SMS daily, increasing after hitting each level's limit within 24 hours. After sending the daily limit, accounts face a 24-hour sending restriction before advancing to the next level. Level 8 allows 3000+ SMS daily.
DND (Do Not Disturb) System
The platform automatically enables:
- Temporary DND for inactive numbers, out-of-service contacts, and landlines (can be manually revoked)
- Permanent DND for opted-out contacts or those incapable of receiving SMS (requires recipient to reply with "START" or "YES" keywords)
Violation Monitoring & Enforcement
Accounts face warnings and temporary 24-hour suspensions when exceeding thresholds for opt-out rates (typically above 1%) and error rates. Suspension automatically lifts at 00:00 UTC.