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Service Engine

SMS & Messaging Policy

Last updated: February 16, 2026

1. Overview

Service Engine is a platform that enables local service businesses (such as salons, barbershops, personal trainers, cleaning services, and other appointment-based businesses) to communicate with their clients via SMS text messaging. Messages are sent on behalf of the business using the business's dedicated phone number, powered by Twilio's messaging infrastructure.

This policy describes the types of messages sent through the Service Engine platform, the consent requirements businesses must follow, how clients can opt out, and other important information about our messaging practices.

2. Types of Messages Sent

Messages sent through Service Engine are transactional in nature and relate directly to appointments and services. The following types of messages may be sent to clients:

  • Appointment confirmations — Sent immediately after a client books an appointment, confirming the service, date, and time.
  • 24-hour reminders — Sent approximately 24 hours before a scheduled appointment to reduce no-shows.
  • 1-hour reminders — Sent approximately 1 hour before a scheduled appointment as a final reminder.
  • Post-appointment follow-ups — Sent after a completed appointment to thank the client and encourage rebooking.
  • Review requests — Sent after a completed appointment inviting the client to leave a review on Google or another review platform.
  • Missed call text-backs — Sent automatically when a call to the business goes unanswered, letting the client know the business will follow up or providing a booking link.
  • No-show follow-ups — Sent to clients who miss an appointment to offer rescheduling.
  • AI agent responses — When a client sends an inbound text message (for example, asking about business hours, services, or pricing), the AI agent may respond automatically with relevant information and a booking link. AI responses are only sent in reply to client-initiated messages.

3. Consent Requirements

Service Engine requires that all businesses using the platform obtain prior express written consent from clients before sending them text messages, in compliance with the Telephone Consumer Protection Act (TCPA) and applicable state laws.

What constitutes valid consent: Consent must be obtained through a clear, conspicuous disclosure. At the point where a client provides their phone number (whether on a booking form, intake form, or in person), the following language (or substantially similar language) must be displayed:

“By providing your phone number, you agree to receive text messages from [Business Name] including appointment confirmations, reminders, and follow-ups. Message frequency varies. Message and data rates may apply. Reply STOP to unsubscribe. Reply HELP for help.”

Consent cannot be a condition of purchase: A business may not require a client to consent to receiving text messages as a condition of purchasing a service or booking an appointment. Consent must be freely given.

Record retention: Businesses must maintain records of how and when consent was obtained for each client. This may include timestamps from online booking forms, signed intake forms, or other documentation. Service Engine records the consent status and timestamp in the platform when clients are added, but the business is ultimately responsible for ensuring consent was properly obtained.

4. Opt-Out Instructions

Any client who receives text messages through Service Engine can opt out at any time by replying to any message with the keyword:

STOP

Upon receiving a STOP request, the system will immediately confirm the opt-out with a final message and add the client to the opt-out list. Once opted out, the client will not receive any further text messages from that business through Service Engine, regardless of message type.

HELP keyword: Clients can reply HELP at any time to receive instructions on how to opt out and contact information for assistance.

Re-subscribing: A client who has previously opted out can re-subscribe by replying START to the same number. This will remove them from the opt-out list and allow messages to resume.

Automated enforcement: Service Engine automatically processes STOP and START keywords at the platform level. Businesses cannot override or bypass a client's opt-out status. The system checks opt-out status before every outbound message and will block delivery to any opted-out number.

5. Message Frequency

Message frequency varies based on the number of appointments a client books and their interactions with the business. Typical message volume is as follows:

  • Per appointment: 2 to 4 messages (one confirmation, one or two reminders, and one follow-up or review request).
  • Missed call text-backs: 1 message per missed call.
  • AI agent responses: Sent only in reply to client-initiated inbound messages. The AI agent does not initiate conversations.

Clients who book more frequently will receive more messages. Clients who do not book appointments will not receive messages unless they initiate a text conversation.

6. Message and Data Rates

Standard message and data rates from your mobile carrier may apply to messages you receive from or send to a Service Engine number. Service Engine does not charge clients any fees for receiving text messages. The cost of SMS messaging is covered by the business through their Service Engine subscription plan.

If you have questions about your messaging plan or data rates, contact your wireless carrier.

7. Business Responsibilities

Businesses that use Service Engine to send text messages to their clients are responsible for the following:

  • Obtain consent: Get prior express written consent from every client before adding them to the platform or sending them text messages.
  • Maintain consent records: Keep documentation of how and when consent was obtained for each client, and make records available if requested.
  • Honor opt-out requests: While Service Engine automatically enforces STOP requests at the platform level, businesses must not attempt to contact opted-out clients through other means to circumvent opt-outs.
  • No unsolicited marketing: Do not use the platform to send promotional, marketing, or advertising messages unless explicit consent for marketing messages has been obtained separately from transactional consent.
  • Legal compliance: Comply with all applicable federal, state, and local laws governing text messaging, including the Telephone Consumer Protection Act (TCPA), CAN-SPAM Act, and any state-specific consumer protection laws.
  • Accurate business information: Ensure that the business name, phone number, and other identifying information associated with messages are accurate and current.

8. A2P Messaging Compliance

All text messages sent through Service Engine are delivered via registered Application-to-Person (A2P) 10DLC messaging campaigns in compliance with carrier requirements set by The Campaign Registry (TCR) and major U.S. carriers.

Campaign registration: Each business on the platform is associated with a registered A2P campaign that describes the use case (appointment reminders and transactional notifications for local service businesses).

Transactional use case: Messages sent through Service Engine are transactional in nature. They relate directly to appointments, services, and client inquiries. The platform is not designed or intended for bulk marketing, promotional broadcasts, or unsolicited messaging.

Carrier compliance: Service Engine works with Twilio to ensure that all messages comply with carrier filtering rules and industry best practices. Messages that violate carrier policies or applicable law may be blocked.

9. Data Handling

Service Engine takes the security and privacy of client data seriously.

  • Phone number storage: Client phone numbers are stored securely in an encrypted database. Access is restricted to the business that owns the client relationship and to authorized Service Engine systems.
  • Message retention: Message content (both inbound and outbound) is retained for up to 12 months for business record-keeping and compliance purposes. After 12 months, message content may be automatically purged.
  • Multi-tenant isolation: Each business on the platform can only access its own client data and message history. Row-level security policies ensure that one business cannot view or access another business's data.
  • Third-party processors: Messages are transmitted through Twilio, our SMS delivery provider. AI responses are processed by Anthropic's Claude language model. Both providers are bound by their respective data processing agreements.

For complete details on how we collect, use, and protect personal information, please refer to our Privacy Policy.

10. Contact

If you have questions about this SMS & Messaging Policy, need assistance with opting out, or want to report a concern about messages received through Service Engine, you can reach us at:

Service Engine

Email: sms@serviceengine.app

You may also reply HELP to any message received from a Service Engine number for assistance, or reply STOP to unsubscribe.