Messaging · 6 min

SMS, reminders, and customer follow-up

AeroDesk uses SMS for approved service communication such as requested callbacks, appointment reminders, confirmations, and missed-call recovery. Messaging availability depends on the number, country, business use case, and carrier approval.

Before SMS is ready

Calling and texting have separate readiness states. A business may be able to receive calls while messaging registration is still pending.

Automatic texts remain off until AeroDesk confirms that the number and any required registration are ready. Clients cannot manually compose SMS, and the website chatbot has no Text header button.

Permission and purpose

The business is responsible for having the required permission or legal basis for each message. The customer-facing consent text should identify the business, explain the message purpose, say that frequency varies, mention message and data rates, and provide STOP and HELP instructions when required.

A callback permission should be used only for the requested callback. It should not silently become permission for unrelated marketing.

Opt-outs and duplicate protection

STOP and similar opt-out requests must prevent later messages where required. START can restore messaging only when the customer initiates it and the workflow allows it.

AeroDesk should use one logical follow-up record so retries, automations, and staff actions do not send the same reminder twice.

United States and Canada

US and Canadian messaging have different provider and regulatory requirements. Approval is not automatic, and a number that can make calls may still be unable to send application-to-person messages.

This guide explains AeroDesk product behavior, not legal advice. A business should confirm the rules that apply to its industry, message purpose, customer relationship, and location.