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LimeCall
  • Welcome to LimeCall
    • ❓What's In The Box?
  • 🚀Getting Started
    • 🚀Activate Your Trial
    • 🚀Getting Started Checklist for Admin
      • ⬇️Step 1 | Setting Up Call Forwarding
      • ⬇️Step 2 | Install Widget
      • ⬇️Step 3 | Invite A Team Member
      • ⬇️Step 4 | Configure Notifications
      • ⬇️Step 5 | Set Personal Working Hours
      • ⬇️Step 6 | Set Business Hours
      • ⬇️Step 7 | Personalize Your Widget
      • ⬇️Step 8 | Integrate Your Calendar
    • 🔧Settings
      • Personal Settings
      • Company Settings
      • Platform Settings
        • Calls
        • Schedules
        • Countries
        • Auto Response
        • BlackList
        • Caller ID
      • Quick Replies
      • Lead Qualification
      • Users + Teams
      • Billing
      • Integration
      • API
      • Audit Log
      • Installation
      • My Page
    • 🚀Getting Started for Agents
      • ⬇️Configure Work Hours
      • ⬇️Setup Call Forwarding
      • ⬇️Test Call Forwarding
      • ⬇️Configure Profile
      • ⬇️Configure Virtual Number (If assigned)
      • ⬇️Watch a Demo Video
    • 🚀Widget Setup
      • ⬇️Installing the Widget
      • ⬇️How each Widget theme works
        • Comparing each Widget theme functions
        • Classic Widget
        • Smart Widget
        • Modern Widget
        • Callback Widget
        • Ultimate Widget
      • ⬇️Widget Basic Settings
      • 🆕Customize the Widget to your brand design
      • 🆕Customize the Call Button to your brand design
      • 🆕Adding / Removing Channels to your widget
      • 🆕Adding Social & External Links
      • ☑️Testing Your Widget
  • ℹ️Onboarding Guide
    • Click 2 Call
    • Virtual Number
  • ℹ️Getting Started Guide
    • ⬇️Installing the Widget
    • ⬇️Widget Templates
      • Comparing each Widget theme functions
      • Classic Widget
      • Smart Widget
      • Modern Widget
      • Callback Widget
      • Ultimate Widget
    • ⬇️Widget Basic Settings
    • 🆕Customize the Widget to your brand design
    • 🆕Customize the Call Button to your brand design
    • 🆕Adding / Removing Channels to your widget
    • 🆕Adding Social & External Links
    • ☑️Testing Your Widget
  • 📔Manager's Handbook
    • Learn the basics of LimeCall
    • Login to LimeCall
    • Start managing your first lead
    • Set up the Agent App
    • Bring people on board
    • Edit Agent profile
    • Test LimeCall with teammates and friends
    • Check out the basic tools and features
    • Set up the Widget
    • Customize the Widget
    • Add LimeCall to your website
    • Start connecting
    • Choose a plan and subscribe
    • Adding A Payment Method
    • Dive into Reports
    • Train your team
    • Go beyond basic features
    • Register for A2P
      • Registering for A2P
      • A Complete Guide to A2P 10DLC
      • LimeCall Messaging Policies
      • Compliance Requirements
      • Is LimeCall HIPAA Compliant?
  • 💡Use Case Examples
    • For Business Texting
    • For Call/Meeting Scheduling
    • Personal Booking Page
    • Callback Automation Platform
      • Reduce Lead Response Time
    • Business or Additional Number
    • Lead Routing
      • For Lead Notification & Distribution
    • Facebook Lead Ads
  • ⁉️FAQs
    • General
      • What is LimeCall used for?
      • How do I activate my Free Trial?
      • Is it mandatory to verify the number?
      • Trial Activated, what next?
      • Getting Started Checklist - What is it and must I complete it?
      • What languages does LimeCall support?
      • Do I need coding experience to install LimeCall on my site?
    • Dashboard
      • Setting up your profile
      • How to add several users to one LimeCall account?
      • What is the "Customer answer rate"?
      • What is the 'Agent answer rate'?
      • Can I manage the access level of team members to my account?
      • Can I assign specific teams & users to a specific widget/site?
    • Calls
      • What is a call button?
      • What is the time limit per call?
      • How to block spam callers?
      • How to assign an incoming number?
      • How to switch off SMS notifications?
      • What are Call Settings
      • Setting Caller ID
      • Will I get a toll-free phone number from my preferred country included in the Pro Plan?
      • Receiving digital calls from your website and app (WebRTC)
    • Widget
      • Customise the appearance of the Widget's design
      • The basic settings of the Widget Display
      • How can I design my Widget Template?
      • How to set your business hours?
      • Where do messages from the LimeCall widget go?
      • Can I choose where the widget is displayed?
    • Platform
      • Can I save individual and company contacts?
      • How to check the activity of Leads?
      • How to allow Customers to schedule a Call?
      • Selecting which URL’s display your widget?
      • How to add users and teams to your Dashboard?
    • Working Hours + Availability
      • How to add business hours to reflect team availability?
      • Turning off my team's availability
  • ⚠️Troubleshooting
    • Dashboard
      • Trouble logging in?
      • Why is the widget not displaying on my website?
      • LimeCall System Status
      • Resetting your password
    • Calls
      • Outbound calls are not connecting
    • Widget
      • Why is the Widget is loading slowly on my website?
    • Troubleshooting For Admins
      • Trial is not working
      • Widget not working
      • Callback not showing on widget
      • Widget web call not working
      • Unable to make outgoing calls
      • Unable to send/receive SMS
      • Unable to purchase incoming number
  • 🔀Data Integrations
    • HubSpot
    • Zapier
    • Slack
    • API
    • Google Calendar
  • Channels
    • ↗️Channels Overview
    • ↩️WebHooks + API
    • 🔢Virtual Phone Numbers
      • Purchasing a virtual number from your Dashboard
      • Forwarding a number
        • Forwarding to your team
      • Call Routing and IVR
      • Manage Your Virtual Number
    • 🌀Web Widget
    • 🗓️Personal Booking Page
    • 🔽Integrations
      • Website Contact Forms
      • TikTok Leads
      • Clickfunnels
      • WordPress
      • Google Forms
  • Agents Usage Guide
    • 🔍Overview
      • Admin Web Dashboard
        • Managing Leads
        • Managing Calls
        • Managing SMS
      • Agent Dashboard
        • Managing Leads
        • Managing Calls
        • Managing SMS
      • Andriod App
      • Chrome Extension
      • Call Forwarding
    • 📨Send & Receive SMS
    • 📞Making Calls
      • 📞Making calls from your Admin Web Dashboard
      • 📞Making calls from your Agent Dashboard
      • 📞Making calls from your Android App
      • 📞Making calls from your Chrome Extension
      • Making A Call From The Dialer
      • Calling a lead
    • 📞Receiving Callbacks
    • 📈SMS Campaigns
      • Create and manage lists
      • Send bulk SMS
      • Track campaigns
    • 🔢Virtual Numbers
      • Purchasing a virtual number from your Dashboard
      • Forwarding a number
        • Forwarding to your team
      • Call Routing and IVR
      • Manage Your Virtual Number
    • 👥Managing Leads
      • Types of Leads
      • Lead Management
      • Lead Qualification
      • 🆕Manually Adding A Lead
      • 🆕Lead Pipeline
      • Lead Filtering
      • Tags and Segments
    • ▶️Video Tutorials
      • Dashboard
      • Leads
      • Conversations
      • Contacts
      • Virtual Numbers
      • Campaign
      • Analytics
      • Settings
      • Widget
      • Call Recording
      • Team Collaboration
      • Call Pop
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  1. Manager's Handbook
  2. Register for A2P

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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Last updated 1 year ago

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