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TEXLINE SMS & COMMUNICATIONS PRACTICES

Effective Date: January 17, 2026

This SMS & Communications Practices Policy ("Policy") is incorporated into and forms part of the Texline Terms of Service. This Policy governs the use of Texline's SMS, voice, and electronic communication features.

1. CONSENT RESPONSIBILITY

Customer is solely responsible for obtaining and maintaining all patient consents, authorizations, and notices required by applicable law for any communications sent or received through the Service.

1.1 Customer Obligations

Customer acknowledges and agrees that:

  • Customer determines the content, timing, and recipients of all communications sent using the Service.
  • Customer must obtain express consent from patients before sending SMS or electronic communications.
  • Customer must provide clear opt-out instructions in all marketing communications.
  • Customer must promptly honor opt-out requests.
  • Customer must maintain records of consent as required by applicable law.

1.2 Texline's Role

Texline acts only as a service provider facilitating communications on Customer's behalf. Texline does not independently determine message recipients or obtain patient consent. Texline is not responsible for Customer's compliance with consent requirements.

2. COMPLIANCE WITH CASL

Canada's Anti-Spam Legislation (CASL) governs commercial electronic messages. Customer is responsible for ensuring all communications sent through the Service comply with CASL, including:

  • Consent: Obtaining express or implied consent before sending commercial electronic messages.
  • Identification: Clearly identifying the sender (your clinic) in all messages.
  • Contact Information: Including valid contact information in commercial messages.
  • Unsubscribe Mechanism: Providing a working unsubscribe mechanism in commercial messages.

Note: Transactional messages (appointment confirmations, reminders) may be exempt from certain CASL requirements, but Customer should consult legal counsel to confirm applicability.

3. OPT-OUT HANDLING

3.1 Standard Opt-Out Keywords

The Service supports standard opt-out keywords. When a patient sends any of the following keywords, they will be automatically opted out of receiving future messages:

  • STOP
  • UNSUBSCRIBE
  • CANCEL
  • END
  • QUIT

3.2 Customer Responsibilities

  • Customer must not send messages to opted-out recipients.
  • Customer must honor opt-out requests promptly (within 10 business days at maximum).
  • Customer must maintain records of opt-out requests.

3.3 Re-Opt-In

Patients who have opted out may opt back in by providing new express consent to Customer. Customer is responsible for obtaining and documenting re-opt-in consent.

4. PROHIBITED USES

Customer must not use the Service to:

  • Send spam or unsolicited messages
  • Send messages to recipients who have opted out or not consented
  • Send messages that are illegal, deceptive, fraudulent, or misleading
  • Send messages that harass, threaten, or abuse recipients
  • Send messages containing malware, viruses, or malicious content
  • Misrepresent the sender's identity or affiliation
  • Send messages promoting illegal products or services
  • Resell, sublicense, or transfer messaging capabilities to third parties
  • Violate CASL, PIPEDA, or other applicable laws

5. AI-ASSISTED MESSAGING

The Service may include AI-assisted features for drafting or suggesting message content.

5.1 Customer Control

  • AI-generated message suggestions are configurable by Customer.
  • Customer can review, edit, and approve AI-assisted messages before sending.
  • Customer can configure automated workflows and message templates.

5.2 Responsibility

All messages sent through the Service, whether AI-assisted or not, are sent on Customer's behalf. Customer remains solely responsible for the content of all messages and compliance with applicable laws.

5.3 No Medical Content

IMPORTANT: AI features do not provide medical advice. Customer must not rely on AI suggestions for clinical content or medical recommendations.

6. PHONE NUMBERS

6.1 Provisioning

Texline may provision phone numbers for Customer's use with the Service. These numbers remain the property of Texline or our telecommunications providers.

6.2 Restrictions

  • Customer may not resell, sublicense, or transfer phone numbers.
  • Phone numbers are for use solely with the Service.
  • Texline may reclaim or reassign phone numbers upon termination of service.

6.3 Number Portability

Upon termination, Customer may request to port numbers to another provider, subject to carrier availability and applicable fees.

7. VOICEMAIL PROCESSING

7.1 Voicemail Handling

The Service may include voicemail transcription and processing features.

  • Voicemail recordings are stored securely and processed for transcription.
  • AI may be used to transcribe and analyze voicemail content.
  • Customer controls retention and access to voicemail recordings.

7.2 Accuracy

Voicemail transcriptions are AI-generated and may contain errors. Customer should verify transcription accuracy before taking action on voicemail content.

8. MESSAGE RATES AND LIMITS

Message volumes and rates are subject to the limits specified in Customer's subscription plan. Texline may implement rate limiting to ensure service quality and compliance with carrier requirements.

9. SUSPENSION

Texline may suspend Customer's messaging capabilities immediately and without notice if:

  • Customer violates this Policy or the Terms of Service
  • Customer's messaging generates excessive spam complaints or opt-out requests
  • Customer's messaging violates carrier policies or applicable law
  • Required by our telecommunications providers or regulators

10. RECORDS AND COMPLIANCE

Customer is responsible for maintaining records as required by CASL and other applicable laws, including:

  • Records of consent (date, time, manner of consent, and consent language)
  • Opt-out requests and dates
  • Message content and delivery records

The Service provides messaging logs and reports to assist Customer with compliance record-keeping.

11. INDEMNIFICATION

Customer agrees to indemnify and hold harmless Texline from any claims, damages, or expenses arising from Customer's violation of this Policy, CASL, or other applicable laws governing electronic communications.

12. CONTACT

For questions about this Policy, please contact:

Texline Inc.
Email: info@texline.ai
Address: Toronto, Ontario, Canada