Messaging, SMS & WhatsApp Safety
Customer permission comes first
You may send service texts or WhatsApp messages only when you have an appropriate reason and the customer has agreed where required. You must keep your contact and consent information accurate and honor every opt-out.
Clear, useful messages
AeroDesk adds your business name to outgoing texts and supports customer replies, booking updates, and the missed-call follow-up you select. Unrelated or misleading content is not allowed.
STOP and HELP
Customers can reply STOP to opt out and START to opt back in. HELP returns a simple support path. Opted-out numbers stay blocked unless the customer validly starts messaging again.
Canada and USA are separate
You choose Canada, USA, both, or off. USA texting requires your business to complete its own carrier review. Canada texting has its own setup and delivery test. Calling can launch while either texting region is off or waiting.
Which number sends the text?
A new AeroDesk number handles your calls and texts from the same number. If you keep your old number by forwarding calls, texts come from your AeroDesk number. Using an existing number for both calls and texts requires a separate assisted review.
Phone activation and WhatsApp are separate
Choosing or activating an AeroDesk calling number does not connect WhatsApp. WhatsApp uses its own business-owned sender, provider approval, connection test, customer-service window, and same-account reply route.
How monthly SMS usage is counted
Your plan counts outbound carrier SMS segments. Longer messages can use more than one segment. Incoming customer replies do not reduce the allowance. The allowance resets on the Stripe billing date shown in your account, and safety and abuse limits still apply.
Your responsibility
You are responsible for your recipients, consent records, message purpose, public contact path, and industry rules. AeroDesk provides safeguards, but it does not replace legal advice or your own compliance review.
WhatsApp and social channels
Connect only accounts your business owns or is authorized to manage. Replies return through the same connected account. After a customer messages your business on WhatsApp, free-form replies are allowed during the 24-hour customer-service window. Outside that window, a business-started message requires an approved template and valid customer opt-in.
Outside-window WhatsApp messages
AeroDesk V1 does not send WhatsApp template messages outside the 24-hour customer-service window. That feature stays unavailable until the required provider approval, template review, consent checks, and delivery safeguards are complete.
Human help stays available
AeroDesk supports Take Over so an authorized team member can reply from the Unified Inbox. Customers must have a clear way to reach a person when automation cannot safely or accurately complete the request.