LimeCall Messaging Policies

Policies regarding consent requirements, double opt-in, opt-outs, and contents we do not allow.

Last updated on 17 March, 2024

At LimeCall, our objective is to foster meaningful communication between our customers and their contacts. In pursuit of this goal, we insist that all communication facilitated through LimeCall is conducted with the explicit consent of the recipients. We prioritize ensuring that every message sent through LimeCall is received by individuals who genuinely wish to receive such communication.

The types of content permissible to be sent through LimeCall are outlined in our Acceptable Use Policy. To assist LimeCall customers in sending compliant messaging, we have developed this Messaging Policy.

Opt-in Consent Requirements

Before sending any communication through LimeCall, you must obtain agreement from each recipient, a process known as "opting in." It is imperative that recipients understand the type(s) of communication they are agreeing to receive from you.

This consent applies exclusively to the types of messages explicitly agreed upon by the recipients and cannot be extended to allow the transmission of different messaging or messages from a different entity.

Opt-in consent cannot be inherited or acquired from a recipient by any other entity; consent must be obtained directly from the recipient.

In the event that you receive an inbound message from a contact who has not previously opted in, you may engage in a conversation within the context of their initial message. However, additional consent must be obtained if you intend to send communication outside of that conversation.

Double Opt-In Consent

For certain use cases frequently associated with unwanted communication, such as affiliate marketing or financial product offers, double opt-in consent is mandatory.

The double opt-in process involves two steps:

  1. The recipient must provide consent before receiving any text message from you.

  2. In your first outbound message, you must identify yourself and prompt the recipient to confirm their consent.

For instance, after receiving initial consent, your first outbound message might read, "This is Company X. You recently signed up to receive text messages from us. Please reply YES to confirm or STOP to unsubscribe." Only after receiving confirmation ("YES") may you send communication in line with the recipient's expectations.

Recipient Opt-Out Requirements

In compliance with updates to LimeCall's Messaging Policy and phone carrier guidelines, Sender ID and opt-out language components are now mandatory and will be automatically appended to qualifying outbound messages via a compliance template starting April 29, 2022.

The compliance template for all qualifying messages that are not responses to a contact (i.e., non-conversational) will comprise:

  1. Sender ID (Organization name) for identification.

  2. Opt-out language (e.g., "Reply STOP to opt-out").

Content We Do Not Allow

To uphold the integrity of our service, LimeCall does not permit certain types of content, including but not limited to:

  • Illegal content in the jurisdiction of the recipient.

  • Fraudulent messages.

  • Malicious content such as malware or viruses.

  • Hate speech or harassment.

For a comprehensive list of forbidden content, refer to this article as well as our Acceptable Use Policy.

Enforcement of Policy Violations

If our system or our partners' systems detect unwanted messages, such messages may be prevented from delivery, and/or the sending phone number may be suspended from using LimeCall. While we strive to guide our customers towards compliant messaging in good faith, intentional violations of these policies may result in the removal of access to LimeCall.

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