How we stay on the right side of the messaging rules.

Text messaging (TCPA)

Statutory damages for a TCPA violation run $500–1,500 per message. That is why the controls below are enforced inside the send function itself, not left to whoever is writing the campaign.

• Opt-out is absolute. STOP, UNSUBSCRIBE, CANCEL, END and QUIT are honoured immediately and permanently. They are processed before we even work out which client the number belongs to, so an opt-out works even from a number we have no record of.
• Quiet hours.No marketing message is sent outside 8am–9pm in the customer's own local time. Transactional messages — booking confirmations, a technician on the way — are exempt, because those are messages the customer is waiting for.
• Consent is recorded before any marketing send.Every message is classified, and the default classification is “marketing” — so forgetting to classify a message makes it stricter, never looser.
• Carrier registration. We register your business with the mobile carriers during installation. This is also what stops your messages being filtered as spam.

AI disclosure on calls

The assistant says it is an AI in its opening sentence, on every call, before the caller has said anything. It is a fixed line, not something the model decides to include — so it cannot be skipped on a call that goes unusually.

Texas requires disclosure within the first 30 seconds; California, Florida, Colorado, Illinois and Utah have their own variants. Disclosing in the first sentence satisfies all of them with room to spare. Full detail on our AI & call-recording disclosure.

Call recording

Where recording is enabled for your agent, the opening line says so — in the same sentence as the AI disclosure. Where it is not enabled, no recording claim is made.

If a caller objects to being recorded, the assistant does not argue and does not carry on. It offers a callback from your team and ends the call.

States differ on whether one party or all parties must consent to a recording. Which rule applies depends on where you and your caller are. We write your opening line with you during installation for the states you operate in.

Data retention and access

• Call recordings and transcripts are encrypted and access-limited. We never sell them.
• Your data is yours. You can request a full export of call records, transcripts and customer data at any time, and we provide one automatically on termination.
• After termination we delete your data from our systems within 30 days.
• Each client's data is isolated at the database level, not just filtered in the application — so a bug in our code cannot show one client another client's customers.

Subprocessors

These are the third parties that may process data on our behalf. We keep this list current; if it changes materially we will tell you.

• Retell AI — realtime voice: call handling, transcription
• Anthropic — language model for call handling and message drafting
• Supabase — database and storage (call records, transcripts, customers)
• Vercel — application hosting
• Stripe — payment processing
• Twilio — SMS delivery
• Upstash — rate limiting

What stays your responsibility

We can build the controls. We cannot warrant the provenance of your customer list.

• The consent records behind any list you ask us to message, and where that list came from. We will not message a list you cannot account for.
• Enabling the notices and consents required in the states where you and your callers are located.
• Using the service in line with recording, telemarketing and messaging laws.

Our Terms of Service set this out formally. What we do not do is on limitations — we would rather you read that page than find out later.

Questions

Compliance questions go to hello@serviceedgedigital.com and we answer them properly rather than pointing you at a policy.