SMS Messaging Policy

Effective Date: May 1, 2026  |  Last Updated: May 20, 2026

1. Purpose and Scope

This SMS Messaging Policy ("Policy") governs the use of SMS and MMS messaging features provided through ExtenX's platform. It applies to all Application-to-Person (A2P) messaging sent by ExtenX customers using ExtenX phone numbers or messaging infrastructure.

This Policy is designed to ensure compliance with:

• The Telephone Consumer Protection Act (TCPA)
• The CAN-SPAM Act
• CTIA Messaging Principles and Best Practices
• The Campaign Registry (TCR) A2P 10DLC guidelines
• U.S. wireless carrier acceptable use requirements
• Applicable state and federal telecom regulations

2. A2P 10DLC Registration Requirements

The U.S. wireless carrier ecosystem requires all commercial SMS traffic sent via 10-digit long code (10DLC) numbers to be registered with The Campaign Registry (TCR). Customers using ExtenX for A2P SMS must:

• Register their Brand with TCR, providing accurate business information;
• Register each Campaign with an accurate description of the messaging use case, sample messages, and opt-in method;
• Associate their 10DLC numbers with approved campaigns before sending A2P messages;
• Keep registration information current and update campaigns if the use case or content changes significantly.

Sending unregistered A2P SMS traffic is a violation of carrier policies and may result in message filtering, number suspension, or account termination. ExtenX may require proof of campaign registration before enabling or restoring SMS capabilities.

3. Consent Requirements

You must obtain appropriate consent from every individual before sending them SMS messages through ExtenX. The required level of consent depends on the type of message:

3.1 Conversational / Transactional Messages

Implied consent may be sufficient for transactional or conversational messages directly related to an existing business relationship, such as:

• Missed call auto-replies sent to individuals who called your business;
• Appointment confirmations or reminders;
• Responses to customer-initiated inquiries.

3.2 Marketing and Promotional Messages

Prior express written consent is required before sending marketing or promotional SMS messages. Written consent must clearly disclose:

• That the recipient is agreeing to receive recurring automated text messages;
• The identity of the sender;
• That consent is not a condition of purchase;
• Message frequency (if known);
• That message and data rates may apply;
• How to opt out (reply STOP).

3.3 Consent Documentation

You must maintain records of consent, including the date, method of consent, and language presented to the recipient. ExtenX may request documentation of consent during compliance reviews or investigations.

4. Required Message Disclosures

All SMS campaigns sent through ExtenX must include the following disclosures, either in the initial message or in your opt-in flow:

• Business identification: The name of your business must be clearly identified;
• Message frequency: Disclose approximately how often messages will be sent (e.g., "up to 4 messages per month");
• Rates disclosure: Include "Msg & data rates may apply";
• Opt-out instructions: Include "Reply STOP to unsubscribe" or equivalent;
• Help instructions: Inform recipients they can reply HELP for assistance.

Example Initial Message:

See an example of this message format in practice on our SMS Consent & Message Flow Evidence page.

5. Opt-Out and Opt-In Management

5.1 Opt-Out (STOP) Requirements

You must honor all opt-out requests immediately and completely. When a recipient replies STOP (or similar keywords: UNSUBSCRIBE, CANCEL, END, QUIT), your system must:

• Immediately cease sending messages to that number;
• Send a single confirmation message acknowledging the opt-out;
• Not send any further messages, including marketing or transactional messages, unless the recipient explicitly re-opts in.

Example Opt-Out Confirmation:

5.2 Opt-In (START) Re-subscription

Recipients who have previously opted out may re-subscribe by replying START or by providing new written consent through your opt-in process.

5.3 HELP Response

When a recipient replies HELP, your system must respond with a message that includes your business name and contact information.

Example HELP Response:

6. Permitted Message Types

ExtenX's SMS features may be used for the following business communication purposes:

• Missed call auto-replies: Automated notifications to callers who reached a missed call, to collect information and facilitate callback;
• Appointment reminders and confirmations;
• Transactional notifications: Order confirmations, delivery updates, account alerts;
• Customer service follow-ups;
• Two-factor authentication (2FA) and account verification;
• Promotional and marketing messages (with required prior express written consent);
• Business-to-customer communications consistent with the registered campaign use case.

7. Prohibited Message Content

The following content is prohibited in SMS messages sent through ExtenX:

• Phishing, smishing, or any deceptive content designed to obtain personal information under false pretenses;
• Content promoting illegal activity, including unlawful drug sales, illegal gambling, or fraudulent financial schemes;
• Sexually explicit content (unless operating a legally compliant adult content platform with verified age-gating and carrier approval);
• Hate speech, threats, harassment, or content targeting individuals based on protected characteristics;
• Malware, viruses, or malicious links;
• Content that misrepresents the sender's identity or impersonates another person or business;
• Unsolicited bulk messaging (spam);
• Content promoting tobacco, e-cigarettes, or vaping products to unverified recipients;
• Content promoting firearms, ammunition, or weapons in a manner prohibited by applicable law;
• Content related to alcohol advertising sent without age verification;
• Content that violates any third party's intellectual property rights.

8. Carrier Filtering and Delivery

U.S. wireless carriers filter SMS traffic based on content, sender reputation, and registration status. ExtenX does not guarantee message delivery and is not responsible for messages filtered, blocked, or delayed by carriers.

Factors that may result in carrier filtering include:

• Unregistered A2P campaigns;
• High complaint rates from recipients;
• Prohibited content;
• Unusual sending patterns or velocity;
• Poor sender reputation.

ExtenX will not attempt to circumvent carrier filtering on your behalf. If your messages are being filtered, you should review your content, consent practices, and campaign registration for compliance issues.

9. AI-Generated SMS Content

ExtenX offers AI-powered features that may automatically generate SMS messages on your behalf, including missed-call auto-replies and conversational follow-up messages. You acknowledge and agree that:

• You are responsible for AI-generated messages. Any message sent from your account — whether drafted by you or generated by AI — is your message, and you are solely responsible for its content and compliance;
• AI-generated content may be inaccurate. AI systems may produce responses that are imprecise, incomplete, or contextually inappropriate. You should review AI-generated message templates before deployment;
• AI-generated messages must comply with this Policy. AI features do not exempt you from consent, disclosure, opt-out, or content requirements;
• No guarantee of appropriateness. ExtenX does not warrant that AI-generated messages will be accurate, appropriate, or suitable for your specific business needs.

10. Customer Responsibility and Indemnification

You are solely and exclusively responsible for:

• All SMS campaigns sent through your ExtenX account;
• Obtaining all required consents from your message recipients;
• Registering your brand and campaigns with TCR;
• Maintaining opt-out lists and honoring opt-out requests;
• Ensuring message content complies with applicable law and carrier guidelines;
• All regulatory fines, penalties, or carrier charges resulting from your non-compliant messaging;
• All third-party claims arising from your SMS communications.

You agree to indemnify, defend, and hold harmless ExtenX from any claims, losses, damages, fines, penalties, or costs (including reasonable attorneys' fees) arising from your SMS campaigns, including violations of TCPA, CAN-SPAM, carrier policies, or other applicable law.

11. Enforcement

ExtenX reserves the right to:

• Suspend or terminate SMS capabilities for accounts that violate this Policy;
• Remove specific phone numbers from service in response to carrier or regulatory complaints;
• Report violations to The Campaign Registry, wireless carriers, or regulatory authorities;
• Cooperate with law enforcement investigations related to SMS abuse;
• Pass through carrier-imposed fines or penalties to the responsible customer account.

12. Contact

For questions about this SMS Messaging Policy or to report SMS abuse:

ExtenX — Compliance Team
Email: [email protected]
Abuse Reports: [email protected]
Website: extenx.com