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SMS Messaging Policy

Version 2026-05-01.1 · Effective May 1, 2026

This page describes the SMS / text-messaging program operated by SandyBrook Dev Works LLC (“SandyBrook”) for the Relay platform (“Service”). It is a companion to our Privacy Policy and Terms of Service, and is the public Call-to-Action reference for our 10DLC campaign registered with The Campaign Registry.

1. Overview

Relay sends outbound transactional SMS only. All messages originate from a single Sandy Brook–operated number registered under our 10DLC campaign. We do not send marketing, promotional, or broadcast SMS, and we do not allow subscribing businesses to do so through the Service.

Phone numbers we provision to subscribing businesses are voice-only. They cannot originate SMS, and inbound SMS to them is silently dropped at the carrier and never processed.

Geographic scope. Delivery is restricted to U.S. and Canadian numbers (NANP). Messages addressed to numbers outside that range are not sent.

2. Who Receives Messages & How They Opt In

There are exactly two opt-in pathways. Both are recorded for audit; neither is purchased, imported from third parties, or carried over between businesses.

A. Subscriber recipients — web double opt-in (OTP)

A signed-in account holder visits https://relay.sandybrook.io/dashboard/notifications and adds a mobile phone number they own. Relay then sends a 6-digit verification code via SMS to that number. The recipient must enter the code back into the dashboard before any further SMS is enabled. Per-event toggles (new message, urgent message, daily summary, appointment booked) only become editable after a phone is verified.

Verification codes are SHA-256-hashed before storage, expire after 10 minutes, and lock after 5 incorrect attempts. Dashboard copy at the point of opt-in: “Verified phones that receive notification SMS. We’ll text a 6-digit code to confirm each phone. US and Canada numbers only.”

B. Callers — verbal opt-in during a Receptionist call

When a caller schedules an appointment with our AI receptionist, the assistant verbally asks the caller whether they would like a text confirmation. Only if the caller agrees and provides their number does Relay record a verbal-consent audit entry (timestamp, originating call SID, source = “verbal-receptionist”) and send a confirmation SMS.

The caller-confirmation pathway is strictly one-shot: at most one confirmation SMS per booked appointment, plus — if the appointment is later canceled by the business — one cancellation SMS. No other messages are sent to a caller through this pathway.

3. Sample Messages

Every outbound message Relay sends falls into one of the eight templates below. Placeholders in {braces} are filled at send time from the relevant tenant or appointment record.

Verification code (subscriber opt-in)

Sent to a subscriber-supplied phone immediately after they request to add it as a recipient.

Relay verification code: 482910. Expires in 10 minutes.

New voicemail (subscriber)

Sent to verified subscriber recipients who enabled the “New message” toggle, after a non-urgent inbound call concludes.

Relay: new message at (512) 555-0143 from +15125550144. Listen: https://relay.sandybrook.io/dashboard/calls/CA1234abcd

Urgent voicemail (subscriber)

Sent to verified subscriber recipients who enabled the “Urgent message” toggle, when the AI flags a call as urgent.

Relay URGENT: new message at (512) 555-0143 from +15125550144. Listen: https://relay.sandybrook.io/dashboard/calls/CA1234abcd

Appointment booked (subscriber)

Sent to verified subscriber recipients who enabled the “Appointment booked” toggle, after the receptionist successfully books on the connected Google Calendar.

Relay: new appointment for Acme Plumbing — Sarah Chen on Mon, May 4 at 2:30 PM.

Daily summary (subscriber)

Sent once per day at the subscriber’s configured local hour, only if they enabled the “Daily summary” toggle.

Relay daily: 5 calls (1 urgent). https://relay.sandybrook.io/dashboard/calls

Relay daily: no calls in the last 24h. https://relay.sandybrook.io/dashboard/calls

Booking confirmation (caller)

Sent only to a caller who verbally agreed during the call. One message per booked appointment.

Confirmed: your appointment with Acme Plumbing on Mon, May 4 at 2:30 PM. Reply STOP to opt out.

Booking cancellation (caller)

Sent only to a caller whose booking-confirmation opt-in is on file, when the business later cancels the appointment from the dashboard. At most one per appointment.

Canceled: your appointment with Acme Plumbing on Mon, May 4 at 2:30 PM. Call to reschedule.

4. Message Frequency

Subscriber recipients. Frequency depends on the events the subscribing business has enabled and on call volume on their lines. Typical pattern: one message per inbound voicemail, one per booked appointment, plus an optional once-daily digest. There is no fixed cadence beyond what the underlying call activity produces.

Callers. At most one confirmation SMS per booked appointment, plus at most one cancellation SMS if that appointment is later canceled by the business. No other messages are sent to a caller.

5. Opting Out (STOP) & Getting Help (HELP)

Reply STOP, UNSUBSCRIBE, CANCEL, QUIT, or END to any message sent from the Relay number to stop receiving further messages. You will receive one confirmation reply, after which no further messages will be sent. Opt-outs are processed automatically by Twilio Advanced Opt-Out.

Cross-tenant scope. Because all Relay SMS originates from a single number, an opt-out applies to that number across every business that uses Relay. Once you opt out, you will not receive Relay messages on behalf of any subscribing business.

Reply HELP to the Relay number for information about the service, or contact us at hello@sandybrook.io.

6. Carrier Charges

Message and data rates may apply based on your mobile carrier plan. Relay and SandyBrook Dev Works LLC are not responsible for charges your carrier assesses for receiving these messages.

7. Privacy & No Third-Party Sharing

Mobile phone numbers and SMS consent are not shared with third parties or affiliates for marketing purposes under any circumstances. SMS data is processed only by the sub-processors identified in our Privacy Policy §5 (Twilio, Inc. for delivery) and only for the purpose of operating the Service.

Caller verbal-opt-in audit records, subscriber-recipient verification records, and outbound message metadata are retained alongside the related call data and follow the same retention rules described in Privacy Policy §7.

8. Contact

Questions about this policy or about a message you received from a Relay number can be sent to hello@sandybrook.io. Privacy-specific inquiries: privacy@sandybrook.io.