SMS and Communications Policy

PennyReply helps service businesses send operational customer communications. These may include missed-call text back, replies to customer questions, booking updates, appointment reminders, follow-ups, review requests, and service-related support messages.

Message content should be based on the business information, services, pricing, hours, booking rules, and policies approved inside the PennyReply dashboard.

Businesses using PennyReply are responsible for having permission to contact customers by SMS, phone, email, or any other channel they enable.

A customer may provide a phone number through a website widget, booking request, service inquiry, missed call, form submission, or existing customer relationship. Marketing messages require the level of consent required by applicable law.

Customers can reply STOP to opt out of SMS replies from a PennyReply-powered number. Customers can reply START to opt back in where supported.

Customers can reply HELP for help. PennyReply should identify that messages are being sent for the business the customer contacted and provide a path for assistance.

Message frequency varies based on the customer conversation, missed-call activity, booking workflow, follow-up settings, and review request settings configured by the business.

Message and data rates may apply depending on the customer's mobile carrier and plan.

Businesses should not use PennyReply to send spam, misleading offers, public short links, prohibited content, harassing messages, or messages to people who opted out.

Quiet hours, consent rules, custom quote approval, refund requests, complaints, and low-confidence AI replies should be configured before live SMS is enabled.

For help with PennyReply communications, email support@pennyreply.com.

For privacy requests related to messages or lead records, email privacy@pennyreply.com.