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LobbyStack sends outbound, non-marketing account notifications by SMS. LobbyStack texts:
  • A booking confirmation, a reminder 24 hours before the appointment, and a cancellation confirmation, to customers who agree.
  • A one-time code when a caller changes an appointment by phone and your business asks for one.
  • Workspace alerts to verified operators.
LobbyStack doesn’t send marketing, promotions, age-gated content, AI SMS replies, or manual SMS conversations from its notification number.

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Which number sends your texts

On LobbyStack cloud, every business’s texts come from one toll-free number that LobbyStack owns: +1 844 656 2290. Twilio verified it for account notifications. LobbyStack collects each customer’s consent and writes every message, so this one number can text for all businesses. You don’t register a number for texting. A toll-free number can text only numbers in the United States and Canada. The AI receptionist doesn’t offer texts to callers with other numbers. On a self-hosted LobbyStack, texts come from your business’s own SMS-enabled Twilio number. Register that number before you text customers. A local US number needs a 10DLC (10-digit long code) brand and campaign, and a toll-free number needs toll-free verification. US carriers block texts from numbers that aren’t registered. When a customer texts your business number, LobbyStack saves the message in Messages and alerts your team. The AI doesn’t reply. STOP and HELP get fixed replies. The shared toll-free number takes no conversations and answers only STOP, START, and HELP. LobbyStack collects SMS consent before sending alerts. Appointment customers and operators get texts from the same number, but they consent in different places.

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Appointment customers

When a customer books by phone, the AI receptionist asks for verbal SMS consent before sending an appointment confirmation or reminder. The disclosure is:
Can I text this number with your appointment confirmation and reminder? Message and data rates may apply. Reply STOP to opt out or HELP for help.
If the caller says yes, LobbyStack records the opt-in and sends appointment SMS for that phone number. If the caller says no, the appointment is still booked and no appointment SMS is sent. When a caller cancels an appointment and hasn’t answered the question before, the receptionist asks:
Can I text this number to confirm the cancellation? Message and data rates may apply. Reply STOP to opt out or HELP for help.
A caller who already answered isn’t asked again: LobbyStack follows their earlier answer. LobbyStack records consent only on phone calls, for the number the customer calls from. Website chat and browser calls don’t offer texts, and an answer given there isn’t recorded.

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Operators

Operators are verified workspace users. Before operator workspace alerts are sent by SMS, the operator must enable SMS alerts in Settings > Notifications and accept the SMS disclosure in the dashboard. The operator disclosure is:
I agree to receive SMS alerts from LobbyStack about missed calls, new messages, appointment activity, and workspace notifications at my verified phone number. Message frequency varies. Msg & data rates may apply. Reply STOP to opt out or HELP for help. SMS alerts are optional.
Operators can disable SMS alerts later in notification settings.

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Example messages

Every appointment text ends with the rates notice and the STOP and HELP instructions, in the customer’s language. Appointment confirmation:
Example Business: Your haircut appointment is confirmed for May 24 at 2:00 PM. Msg & data rates may apply. Reply STOP to opt out or HELP for help.
Operator alert:
LobbyStack: New voice message for Example Business. Open your dashboard to review. Msg & data rates may apply. Reply STOP to opt out or HELP for help.

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Opt-out and help

A customer who replies STOP to the shared toll-free number gets no more texts from it, from any business. Twilio blocks the number from texting that phone. LobbyStack marks the phone as opted out at every business that has it as a contact, so no business queues texts to it. A customer who replies START or SUBSCRIBE can get texts again. Each business goes back to the customer’s earlier answer. A customer who agreed to a business’s texts gets them again, and a customer who declined stays declined. A customer who replies STOP to your business number opts out of your business’s texts only. START to that number subscribes them again. Recipients can reply HELP for support information. For help, contact hello@lobbystack.com or visit https://lobbystack.com. Message and data rates may apply.

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SMS is optional

SMS alerts are optional. Customers can book appointments without receiving SMS confirmations or reminders. Operators can use the dashboard without enabling SMS alerts.