Legal

SMS and calls

Version 0.1 (DRAFT for attorney review) · Effective to be set

Draft under attorney review. Not yet in effect.

This page explains how text messages and phone calls work on Right Hand. It covers both:

  • Mike, the AI receptionist that answers and makes calls and texts for the home-service companies that use Right Hand
  • the texts Right Hand itself sends to its own subscribers

Right Hand is operated by Revive Flow LLC, doing business as Right Hand. Our Privacy Policy explains how we handle personal information.

Part A: If you get texts or calls from a company that uses Right Hand

A1. Who is texting you

Many lawn, HVAC, plumbing, cleaning, roofing, pest, pool, and other home-service companies use Right Hand to talk with their customers. The company named in the message is the sender, and it is responsible for the messages. Right Hand provides the technology.

A2. Types of messages

Depending on what you agreed to with that company, you may receive:

  • Service messages: replies to your questions, appointment confirmations and reminders, "on our way" alerts, weather delays, quotes, invoices, receipts, and payment links.
  • Marketing messages (only with your separate written consent): seasonal offers, promotions, and requests to book again.

A3. Consent

  • The company texts you only if you gave it permission. You can do that, for example, by texting or calling the company, checking a box on its website or quote form, or agreeing in person or on a call.
  • Consent to marketing texts is never a condition of buying anything.
  • If you text the company's Right Hand number first, you agree to get replies about your request.

A4. How often

Message frequency varies. Service messages follow your requests and appointments. Marketing messages, if you opted in, are usually no more than a few per month.

A5. Stop anytime: reply STOP

  • Reply STOP to any message to stop texts from that company's number. STOP, END, CANCEL, UNSUBSCRIBE, QUIT, and STOPALL also work.
  • You'll get one message confirming you've been unsubscribed, and no more texts unless you opt back in.
  • To opt back in, reply START or UNSTOP.
  • Opting out of texts doesn't cancel your service with the company. They may still reach you in other ways about work you've booked.

A6. Help: reply HELP

Reply HELP for help. You'll get the company's name and how to contact it. You can also reach Right Hand at support@righthandcrm.com.

A7. Costs and carriers

  • Message and data rates may apply, based on your mobile plan.
  • Carriers are not liable for delayed or undelivered messages.
  • Texts may not reach every carrier or device, and delivery isn't guaranteed.

A8. Your privacy

  • Your mobile number and text-message consent are never shared with or sold to third parties or affiliates for their marketing.
  • Right Hand handles your information for the company you deal with, under its instructions and our Privacy Policy.

A9. Calls with Mike, and recording

  • When you call a company that uses Right Hand, you may talk with Mike, an AI assistant, instead of a person.
  • Calls with Mike are recorded and transcribed, and an AI listens and replies, so the company can help you, keep accurate records, and check and improve how it serves you. Recordings are not used to train AI models. See AI and Mike.
  • Mike tells you this at the start of the call. If you don't want the call recorded, you can hang up and contact the company another way, such as by text, email, or its website, or ask Mike to have someone call you back.
  • Mike is not an emergency service. In an emergency, hang up and call 911.

A10. Calls from Mike

If a company has Mike call you, for example to confirm or reschedule an appointment you booked:

  • Mike says it is an AI assistant calling for that company, says what the call is about and that it is recorded, and gives the company's call-back number.
  • Mike makes these calls only where you have given the consent the law requires, and never cold marketing calls.
  • Tell Mike "don't call me again" or reply STOP to a text, and the company's number will stop.

Part B: Rules for subscribers (the companies using Right Hand)

These rules are part of the Terms of Service (see Section 6). They exist so your messages get delivered and so you stay on the right side of the TCPA, state laws, and carrier rules.

B1. Get consent the right way

  • Service texts (replies, reminders, "on our way," invoices): you need the client's permission, such as their texting you first or giving you their mobile number for updates about their job.
  • Marketing texts (campaigns, offers, win-back): you need prior express written consent: a clear checkbox, a signed form, or a keyword text-in, made with the disclosure below. Never pre-check the box. Never make it a condition of service.
  • AI or prerecorded calls from Mike to a cell phone need prior express consent, or written consent for marketing.
  • Keep proof. Right Hand records the source and time of each opt-in it captures. If you collect consent elsewhere, record it on the client in Right Hand.

Sample opt-in wording for your forms (fill in your company name):

☐ Yes, text me about my request and my appointments at the number above. [Company] may also send occasional offers by text. Consent is not a condition of purchase. Message frequency varies. Msg & data rates may apply. Reply STOP to opt out, HELP for help. See [Company's] privacy policy and [link to this page].

Use a separate checkbox if you want marketing consent apart from service updates. That is the safer setup.

B2. Honor opt-outs

  • Right Hand processes STOP and similar words automatically and blocks future texts to that number from your account.
  • Don't work around it, don't re-add numbers, and don't move people to another number.
  • If someone opts out by another method, such as saying "stop texting me" in a message, on a call, or in person, mark them opted out in Right Hand within the time the law requires. Some state laws require stopping within days. Do it right away.

B3. Timing and content

  • Hours: send marketing only during legal hours for the recipient's location. Right Hand defaults campaign sends to 9 a.m. to 8 p.m. local time.
  • Identify your business: say who you are in the first message.
  • Prohibited content: don't send content about the following, or anything the Acceptable Use Policy bans:
  • cannabis, illegal drugs, firearms, or tobacco and vaping
  • adult content, hate, or gambling
  • debt collection, or high-risk loans
  • third-party lead selling
  • No URL shorteners: don't use public URL shorteners (bit.ly and the like). Carriers block them.

B4. Registration (A2P 10DLC)

  • US carriers require business texting to be registered. Right Hand registers your brand and campaign through Twilio and The Campaign Registry using the business details you give us. Those details must be accurate and match your public website.
  • Unregistered or rejected campaigns can't send texts.
  • Registration fees charged by carriers or the registry may be passed through at cost.

B5. Call recording disclosure (Mike)

Mike plays a disclosure at the start of every answered call. It is on by default. Don't turn it off unless your lawyer says it isn't needed for your calls. Several states, including California, Florida, Illinois, Maryland, Massachusetts, Montana, Nevada, New Hampshire, Pennsylvania, and Washington, require everyone on a call to agree to recording.

Default inbound script:

"Hi, thanks for calling [Company]. This is Mike, [Company]'s AI assistant. This call is recorded and transcribed so we can help you. How can I help?"

Default outbound script (Mike placing a call):

"Hi, this is Mike, an AI assistant calling for [Company] about [your appointment / your request]. This call is recorded. Is now a good time?"

The AI part can't be removed. A company may change Mike's name and the wording, but Mike always says it is an AI assistant (see AI and Mike).

First text in a conversation: Mike's first text says it comes from the company's automated assistant and includes "Reply STOP to opt out."

If the caller objects to recording: Mike offers to stop and have someone from the company call or text back, and does not continue recording the call.

Your own staff: if you record calls your staff make or take through Right Hand, tell your staff in writing, and use a disclosure at the start of each recorded call.

B6. You are responsible

You are the sender of your messages and the party to your calls. You are responsible for consent, content, timing, opt-outs, recording notice, and following the TCPA, the Florida Telephone Solicitation Act and other state laws, CAN-SPAM, and carrier rules. Under the Terms, you indemnify Right Hand for claims caused by your messages and calls. We may pause texting or calling on an account to protect our registrations if we see complaints, high opt-out rates, or rule violations.

Part C: Texts from Right Hand to our subscribers

Program name: Right Hand Account Alerts.

  • What we send:
  • sign-in codes and security alerts
  • billing notices
  • new-lead and missed-call alerts
  • daily summaries you turn on
  • occasional product updates if you opt in
  • Consent: you opt in when you add your mobile number and check the text-alerts box in your account or at sign-up. Consent is not a condition of purchase.
  • Frequency: varies with your account activity and settings.
  • Rates: message and data rates may apply.
  • Opt out and help: reply STOP to opt out, or HELP for help, or email support@righthandcrm.com. You can also change alert settings in your dashboard.
  • Carriers: carriers are not liable for delayed or undelivered messages.
  • Privacy: your mobile number and opt-in data are never shared with third parties or affiliates for marketing. See our Privacy Policy.

Contact

Revive Flow LLC, doing business as Right Hand · ADDRESS · support@righthandcrm.com