Consent, opt-in & opt-out.
This policy explains how consent is obtained, recorded, and honored for every message Sorvyn sends on behalf of a business — across SMS and email. It applies to both the businesses that use Sorvyn and the customers who receive messages. Sorvyn is a service layer: messages are sent on behalf of the business, and the business is responsible for ensuring it has a lawful basis to contact each customer.
Sorvyn is built for legitimate, consent-based communication only. It is never used for unsolicited marketing, cold outreach, purchased lists, or bulk promotional blasts. Every outbound message is either (a) a direct reply to a customer who contacted the business first, or (b) sent to a customer who has given prior consent to be contacted.
All SMS sent through Sorvyn follows the U.S. Telephone Consumer Protection Act (TCPA) and CTIA Messaging Principles & Best Practices. Consent requirements depend on whether the conversation is customer-initiated (the customer messages or calls the business first) or business-initiated (the business reaches out proactively).
- The business's name, so the recipient always knows who is messaging
- Reply STOP to opt out — honored immediately and permanently
- Reply HELP for help
- "Message & data rates may apply" where relevant, and message frequency varies
How consent is established, per agent
When a customer submits a business's web form, SMS consent is collected through a clear, optional opt-in checkbox. It is never pre-ticked and never required to submit the form.
"(Optional) I agree to receive SMS messages from [Business Name] regarding my inquiry. SMS consent is optional and not required to submit this form. Message frequency varies. Msg & data rates may apply. Reply STOP to opt out or HELP for assistance."
When a customer texts the business's number first, this is a customer-initiated (conversational) message. The customer's own message constitutes implied consent for the business to reply within that conversation. Sorvyn's first reply still includes opt-out information.
When a customer calls the business and the call is missed, the call itself is a customer-initiated contact. Sorvyn sends a single reply text identifying the business and inviting the customer to continue by text. The customer must reply to continue the conversation — if they don't respond, no further messages are sent. The first text always includes opt-out language.
"Hi, this is [Business Name] — sorry we missed your call! Reply YES and let us know how we can help, and we'll take it from here. Reply STOP to opt out. Msg & data rates may apply."
These are business-initiated messages. Sorvyn only sends them to customers who have previously given express consent to receive SMS from the business. Before any of these messages are sent, the business must confirm — within their Sorvyn dashboard — that the customer has provided prior consent. A past appointment, purchase, or missed appointment alone does not constitute consent.
"I confirm this customer has previously provided explicit consent to receive SMS messages from my business."
The business is responsible for obtaining and keeping a record of consent, collected through any lawful method, such as:
- A signed or digital form (e.g. an intake or booking form with an SMS opt-in)
- A prior text message from the customer agreeing to receive messages
- A prior email in which the customer agrees to be contacted by text
- Clear written or verbal agreement obtained in person, documented by the business
Records should capture, where possible, the date and time, the method of consent, the customer's phone number and name, and the scope of what they agreed to. Businesses must retain these records and produce them if a dispute arises. Consent is per-business and cannot be bought, sold, shared, or transferred.
A customer can opt out at any time by replying STOP (or UNSUBSCRIBE, CANCEL, QUIT, or END) to any message. The opt-out is processed immediately and applies to all future automated messages from that business through Sorvyn. Opting out is never a condition of receiving service. Replying HELP returns contact information and assistance.
Email sent through Sorvyn is either a direct reply to a customer-initiated inquiry (web form or inbound email), or a message to a customer who has consented to email contact. Every email is sent on behalf of the business, identifies the business, and includes a one-click unsubscribe link. Unsubscribe requests are processed promptly and apply to future automated emails from that business. Sorvyn does not send unsolicited bulk email or promotional campaigns.
The website chat assistant only responds to visitors who actively start a conversation on the business's website. It does not capture phone numbers for outbound messaging and does not initiate contact. Information shared in chat is handled per our Privacy Policy.
For questions about consent, opt-out, or how your information is handled, contact us at hello@sorvyn.io, or contact the business that messaged you directly. See also our Terms and Privacy Policy.
This policy is provided for general informational purposes and does not constitute legal advice. Businesses are responsible for their own compliance with applicable laws.
Last updated: May 2026