WAYPOINT

SMS POLICY

Last Updated: May 29, 2026

This SMS Policy explains how SMS works at Waypoint Automation Inc. ("Waypoint"). It covers two audiences: End-Customers (people who interact with a business that uses Waypoint, typically by missed-calling the business; see §§2-3), and internal recipients (Account Owners and Authorized Users of a Subscriber business who receive operational lead-alert SMS from Waypoint; see §3A). If you are a business considering using Waypoint, the Subscription Agreement at waypointautomation.com/subscription-agreement is the contract document; this Policy describes the SMS programs you and your team may receive messages from.

This SMS Policy covers (i) when you might receive an SMS from a Waypoint-powered business, (ii) what kinds of messages you can expect, (iii) how to opt out, and (iv) the legal basis on which the SMS is sent. Capitalized terms used but not defined in this SMS Policy have the meanings given in the Subscription Agreement §1 (Definitions).

1. What This Policy Covers

When you call a small business in Canada that uses Waypoint, and the business doesn't answer your call, Waypoint may text you back on the business's behalf to find out what you needed. If you reply to that text-back, Waypoint may continue the conversation by SMS, with an AI system asking some basic questions to help the business owner respond to you faster. This Policy explains how that works, what messages End-Customers can expect, and how to opt out at any time. It also describes a separate program of operational lead-alert SMS that Waypoint sends to Account Owners and Authorized Users of Subscriber businesses (covered in §3A).

Waypoint operates in Canada. The businesses that use Waypoint (the "Subscribers") are located in Canada outside the Province of Quebec. End-Customers may be located anywhere, including in Quebec.

2. Consent — How Waypoint Lawfully Texts End-Customers

When you call a business and the call is not answered (and you hang up without leaving a voicemail with audible content; see §6), you have made an inquiry to that business. Under Canada's Anti-Spam Legislation (CASL) section 10(9)(a) read with 10(10)(e), an inquiry to a business creates an implied consent that the business may respond, including by text message, for six months from the date of the inquiry. Waypoint relies on this implied consent for the Greeting SMS we send to you on the business's behalf. That Greeting SMS asks you to reply YES (or OUI, in French) to confirm you want to continue by text. We do not continue the AI qualification conversation, and we send no further texts (except required STOP confirmations and HELP responses), unless you reply YES — your reply is your express opt-in, and we keep a record of it. If you reply anything other than YES, we hold and do not proceed; if you reply STOP (or another opt-out word in §5), you are opted out.

We also rely, secondarily and only for the single Greeting SMS, on the response-to-inquiry exemption in section 3(b) of the Electronic Commerce Protection Regulations (SOR/2013-221), which exempts a commercial electronic message sent in response to a request, inquiry, or complaint (or otherwise solicited by the recipient) from the consent and identification requirements of CASL section 6. We rely on this exemption only for the single Greeting SMS; the multi-turn AI qualification conversation that may follow is grounded in your express opt-in (your YES or OUI reply) layered on the implied-consent basis described above, not in §3(b).

2.1 Channel-Provenance Rule

Only one inbound channel triggers automated SMS from a Waypoint-powered business to End-Customers: a missed call to the business that does not leave a voicemail (the SMS Lead Rescue path described in §2.2). If Waypoint adds any new End-Customer-facing SMS surface in future, this SMS Policy will be updated under the Privacy Policy §16 change-notice process. Email, web chat, and forms piped through Zapier or similar integrations do not create an SMS-texting path with you. If you contact a Waypoint-powered business through more than one channel — for example, you call the business and you also fill out a form on the business's website — each inquiry establishes its own implied-consent window, but only the channel that triggers SMS (the missed-call path) results in SMS from the Service. An inquiry on one channel does not extend the implied-consent window to a different channel.

2.2 What Each Channel Triggers (Quick Reference)

If you do thisYou may receive
Call the business and hang up without leaving voicemailA Greeting SMS, then a multi-turn AI qualification conversation if you reply YES (see §2)
Call the business and leave a voicemail with audible contentNo automated SMS to you. The business owner and any team members set up to receive alerts are alerted instead.
Send a message in the business's web chat (wypt.ca/<slug> or embedded widget)A web chat conversation only; the conversation stays in the chat surface.
Email the businessNo automated email or SMS reply to you from us. The business may be alerted internally (see §3A), or the inquiry may be categorized according to the business's configured triage rules.
Submit a form connected to the business via Zapier or comparable integrationNo SMS to you from us. The business may be alerted internally (see §3A), or the inquiry may be categorized according to the business's configured triage rules.

3. What Messages You Might Receive

Depending on how you interact with the business, you may receive:

You will not receive automated SMS in the following cases:

3A. Operational Lead-Alert SMS for Account Owners and Authorized Users

This section describes a separate SMS program distinct from the End-Customer text-back program above. If you are an End-Customer (a customer or prospect of a Waypoint-powered business), this section does not apply to you and you can skip to §4.

If you are a business owner or team member of a Waypoint-powered business (an "Account Owner" or "Authorized User" of a Subscriber account), you may receive operational alert SMS from Waypoint when one of your inbound leads is processed by the Service. These are operational/transactional messages integral to using the Waypoint dashboard, not marketing or promotional content.

Opt-in. Alert SMS consent is captured by an affirmative click-through acceptance in the Waypoint dashboard. The consent screen identifies Waypoint as sender, states the message frequency, notes that message and data rates may apply, lists the STOP and HELP keywords, and links to this SMS Policy and the Privacy Policy. The SMS-consent checkbox is unchecked by default and is a distinct affirmative act, separable from acceptance of any other Terms or Privacy click. Signup and dashboard access never require SMS consent. On first dashboard entry a recipient who has not yet consented sees a dismissible opt-in prompt presenting an SMS-consent checkbox, unchecked by default; they may check it to opt in, or decline, and use the dashboard either way. A recipient who declines can turn alerts on at any time from the per-user Text alerts toggle in Settings → Notifications, which presents the same unchecked consent checkbox before alerts begin (per Subscription Agreement §7.10).

SMS alerts are optional and per-user. Alert SMS notifies the Subscriber's Account Owner and Authorized Users that the Service has processed an inbound lead on the Subscriber's behalf — operational, non-marketing content. Consent is given by checking an opt-in checkbox that is unchecked by default, a distinct affirmative act separate from access to the Service: declining does not limit dashboard use (a recipient who declines still sees every lead in the dashboard). Each recipient controls alert SMS for their own number independently, opting in or out at any time from the Text alerts toggle in Settings → Notifications. Waypoint sends no marketing or promotional SMS to internal recipients (per Subscription Agreement §7.10).

Sample messages you may receive. The alert templates vary by which lead channel triggered the alert. Representative templates (placeholders shown with curly braces; actual content includes End-Customer name and other lead details, see "What's in alert SMS content" below):

Qualified-SMS / Web qualified lead (most common):


🔔 [Web Lead] New qualified lead — Ref #{refNum}
From: {callerPhone} ({customerName})
{summary if present, else Service: {serviceType}}
Where: {serviceAddress}
Urgency: {urgency}
📷 Photo attached

([Web Lead] prefix only on web channel; (customerName), Where, Urgency, and photo lines only when those fields exist.)

Voicemail (AI-triaged routine):


📞 Voicemail from {callerPhone} ({contactName}) — {summary}. Ref #{refNum}

Voicemail (AI-triaged emergency):


⚠️ EMERGENCY LEAD — Ref #{refNum}
{callerPhone} ({contactName})
Problem: {summary}
This was a voicemail — the customer has NOT been contacted by us. Urgent situation detected. Please follow up immediately and advise them to call 911 if anyone may be in danger.

Voicemail (audio-only mode, no AI processing):


📞 New voicemail from {callerPhone} ({contactName}) at {HH:MM}. Ref #{refNum}. Listen in your Waypoint dashboard.

Email lead (routine triage):


[Email Lead]
From: {customerName}
Re: {subject}
Service: {serviceType}
Urgency: {URGENT or EMERGENCY when triaged as such}
{summary}

Zapier inbound lead:


[New Zapier lead (Ref #{refNum})]
From: {customerName}
Service: {serviceType}
Urgency: {URGENT or EMERGENCY}
{summary}

Message-only and follow-up alerts use shorter single-line templates with a Ref number and message excerpt.

What's in alert SMS content (cross-border PII disclosure). Alert SMS bodies are not generic — they may carry the End-Customer's phone number, name (when known), service type, urgency classification, and where applicable, the End-Customer's service address and a short AI-derived summary of the inquiry. This operationally necessary content (the contractor needs the caller's number plus lead context to respond) traverses Twilio's US infrastructure on its way to the recipient. AI processing that produces the summary / urgency / service-type classification occurs at Anthropic + AWS Bedrock (US) per Privacy Policy §§4 and 5. The cross-border data flow described in Privacy Policy §5 applies to alert SMS content.

Consent confirmation. After a recipient completes the dashboard consent click-through, the consent screen confirms that alert delivery is active for the number provided. The disclosure shown at consent (described above) carries the STOP and HELP reminders and the message-rate notice; this is the persistent reference for the recipient. The first alert SMS to a newly-consented recipient is the first regular operational alert; there is no separate welcome message.

Frequency. Alert SMS are event-triggered operational notifications tied to real inbound lead events — NOT recurring marketing or promotional broadcasts. Typical frequency per recipient: 0 to 10 alerts per business day; in burst conditions (e.g., emergencies, high-lead-volume periods) bursts may reach 15 to 20 alerts/day; monthly per-recipient total typically 30 to 200 alerts/month depending on the Subscriber's inbound volume.

Sender identity. Waypoint Automation Inc. Sender phone number topology is set out at Subscription Agreement §3.8: during a Subscriber's pre-TFV-verification window, alert SMS is sent from Waypoint's shared platform toll-free number; once the Subscriber's own toll-free number completes Toll-Free Verification, alert SMS is sent from that Subscriber's dedicated toll-free going forward.

STOP / opt-out. Reply STOP (or STOPALL / UNSUBSCRIBE / CANCEL / END / QUIT / ARRET / ARRÊT; the carrier layer additionally recognizes OPTOUT and REVOKE) at any time to opt out of further alert SMS to your number. Twilio's Advanced Opt-Out at the carrier layer handles the unsubscribe and emits the carrier-emitted confirmation; Waypoint additionally writes the recipient to a per-tenant suppression list. Alert SMS to a recipient who has replied STOP will not be sent. An equivalent dashboard-level Master Alert Switch (per Subscription Agreement §3.8) provides an alternative opt-out path. The carrier-emitted STOP confirmation is: "Got it – you've been unsubscribed. Reply START if you change your mind." The carrier-emitted START re-subscribe confirmation is: "You're re-subscribed. Reply STOP anytime to opt out." A carrier-level START reply re-subscribes the recipient to alert-traffic carrier-side; the Waypoint app additionally requires re-confirmation through the dashboard consent-capture screen before alert delivery resumes (per Subscription Agreement §7.10).

HELP. Reply HELP, AIDE, or AIDEZ-MOI for help. Both Twilio's carrier layer and the Waypoint application layer respond to HELP keywords (this dual-layer response is platform-imposed by Twilio's Console architecture). Twilio's carrier-emitted HELP confirmation is: "Reply STOP to unsubscribe." Waypoint's application HELP response provides additional context including Waypoint platform support contact and STOP instruction.

STOP handling architecture for recurring alert templates. STOP on recurring operational alert SMS is honored carrier-side throughout, regardless of message body content. Twilio Advanced Opt-Out at the toll-free carrier layer is the satisfying mechanism for CASL §6(2)(c) "readily performed" opt-out across all recurring alert traffic. The dashboard consent disclosure (described above) is the express, retained record of the "Reply STOP to opt out, HELP for help" notice given at the moment of consent; subsequent recurring alert templates do not repeat the in-body reminder because the architecture relies on carrier-layer STOP handling as the persistent opt-out mechanism. Recipients may reply STOP to any alert SMS at any time and the opt-out will be honored carrier-side.

4. Volume and Frequency

Message frequency varies by channel and program. You will not receive recurring marketing or promotional broadcasts from Waypoint-powered businesses through the Service.

End-Customer text-back program (§3): A typical missed-call conversation involves one to ten or more text messages, depending on whether you reply and how the conversation progresses. The initial Greeting SMS includes opt-out instructions in the body (see §5). Waypoint does not send any other proactive (non-conversational) SMS to End-Customers; if such a surface is added in future, this SMS Policy will be updated under the Privacy Policy §16 change-notice process and any such message will include opt-out instructions in the body.

Subscriber-side operational alert program (§3A): Alerts are event-triggered operational notifications tied to real inbound lead events. Typical per-recipient frequency: 0 to 10 alerts per business day; bursts during high-lead-volume periods may reach 15 to 20 alerts/day; monthly per-recipient total typically 30 to 200 alerts/month depending on the Subscriber's inbound volume.

You may reply STOP to any message at any time, and your opt-out will be honored regardless of whether the most recent message included opt-out instructions.

5. How to Opt Out

You can opt out of receiving SMS at any time by replying with any of the following words:

The keyword can be in any case (uppercase, lowercase, or mixed) and may have leading or trailing whitespace and trailing punctuation (for example, "Stop." or "STOP!" both work). Replying STOP and ARRET have the same effect — you will be opted out from further SMS from that business. For English opt-out keywords, the carrier (Twilio) emits a brief confirmation of your unsubscription at the network layer; French opt-out keywords (ARRET / ARRÊT) are processed by Waypoint at the application layer without a separate carrier confirmation. In either case, Waypoint does not send any additional confirmation beyond the carrier's.

For End-Customer text-back SMS, replying HELP, AIDE, or AIDEZ-MOI to any message returns a short response identifying the business's name and owner phone number, Waypoint's support contact, a link to the business's per-Subscriber terms/privacy info page, and an instruction to reply STOP to opt out at any time. The response is rendered in the language of the keyword you used (English for HELP, French for AIDE / AIDEZ-MOI); for an English-keyword HELP query received from a phone number with a Quebec area code prefix, the response is bilingual (English and French). Internal recipients (the operational lead-alert program described at §3A) who reply HELP receive the same HELP response described above — there is a single HELP reply for all recipients — see §3A for that program's HELP behavior.

If you change your mind and want to receive SMS again, you can re-subscribe by replying START, SUBSCRIBE, or UNSTOP.

Opting out applies on a per-business basis for End-Customer text-back traffic. If you opt out from messages from one Waypoint-powered business, you will still receive messages from a different Waypoint-powered business (a different Subscriber on Waypoint's platform), if you have inquired to that business. Each business is a separate sender under CASL, and each opt-out applies to that sender only.

For Subscriber-side operational alert SMS (the lead-alert messages described in §3A above for business owners and team members), during a Subscriber business's pre-verification window those alerts are sent from Waypoint's shared platform toll-free number. Replying STOP on that shared platform number opts the recipient out of all Waypoint platform alerts until the recipient re-consents in the dashboard; this is by design because the platform number serves multiple Subscriber businesses during the pre-verification window. End-Customer text-back opt-outs remain per-Subscriber-business as described above.

6. Voicemail-No-SMS Exclusion

If you leave a voicemail with audible content when calling a Waypoint-powered business, you will not receive an automated SMS in response. Voicemail handling is separate from the text-back path: the voicemail is recorded and made available to the business owner and any team members set up to receive alerts (via an alert SMS plus access through the business's Waypoint dashboard), and any follow-up to you is the business owner's responsibility. The voicemail audio may also be transcribed and analyzed by AI Sub-Processors if the business has Voicemail AI Triage enabled — see §7 for details.

If your call lands in voicemail but the recording contains no audible content (for example, a hang-up after the prompt, a silent line, or a fax tone), the call is treated the same as a missed call without voicemail and you may receive a Greeting SMS as described in §3. A call that lands in voicemail and captures audible content — including any ambient audio if you did not intend to record a message — is handled on the voicemail path described above, not the text-back path.

7. Voicemail AI Triage

Some Waypoint-powered businesses have Voicemail AI Triage enabled. When that feature is on, voicemails left for the business are recorded by Twilio (a Sub-Processor located in the United States), then transcribed and classified by AI Sub-Processors located in the United States; the resulting summary is delivered to the business owner and any team members set up to receive alerts. When that feature is off, voicemails are stored as audio only and are not transcribed; no AI-derived summary or classification of the voicemail's content is produced.

The pre-recording notice you receive about recording, AI processing, and cross-border handling is provided through the business's voicemail greeting. Where Voicemail AI Triage is enabled by the business, the business has committed to ensuring its greeting includes the pre-recording notice required by applicable privacy law, as described in the Subscription Agreement that the business accepted when signing up. The business is the data controller for its own voicemail interactions and is responsible for the content of its greeting. Voicemail AI Triage requires the business to have set up a greeting; without one, callers receive a busy signal rather than reaching voicemail, so no recording or AI processing of voicemail content occurs. For full information about Sub-Processors and cross-border data flows, see Waypoint's Privacy Policy.

8. Message and Data Rates

Standard message and data rates may apply. Check with your wireless carrier for details on applicable charges. Waypoint does not charge you for receiving messages — any carrier fees are between you and your wireless carrier.

9. Who You Are Texting With

When you receive an SMS from a Waypoint-powered business, the message comes from a phone number provisioned for that specific business. Each Waypoint-powered business has its own dedicated phone number, used exclusively for that business's SMS communications.

For most businesses, the dedicated number is a verified toll-free phone number. For businesses that have just signed up and whose toll-free number is still being verified by the carrier (a process that typically takes a few days), SMS may temporarily come from a Canadian local phone number provisioned for that business. Once the toll-free number is verified, the business's SMS automatically switches to the toll-free number going forward. In both cases, the End-Customer-facing number is the business's dedicated number — not a generic Waypoint number, and not a short code — and the business is responsible for identifying itself within the SMS text so you can identify the sender. (Operational lead-alert SMS to Account Owners and Authorized Users — described separately at §3A — may be sent from a Waypoint-owned shared platform toll-free number during a Subscriber's pre-verification window.)

10. CASL Compliance

"You" in this Policy refers to anyone who receives SMS from Waypoint or a Waypoint-powered business — primarily End-Customers (people who interacted with a business that uses Waypoint by calling, texting, web-chatting, or emailing the business; §§2-3), and also internal recipients (Account Owners and Authorized Users of a Subscriber business who receive operational lead-alert SMS from Waypoint; §3A). Subscribers (the businesses themselves, as contracting parties) are governed by the Subscription Agreement; this SMS Policy describes the SMS programs Subscribers' Account Owners and Authorized Users may receive messages from.

Waypoint operates in Canada and adheres to Canada's Anti-Spam Legislation. We only facilitate the sending of commercial electronic messages where express or implied consent exists. The Subscriber (the business using Waypoint) is also considered a sender under CASL for messages sent on the Subscriber's behalf, and the Subscriber agrees to use Waypoint only in ways that comply with CASL and all other applicable laws.

Mobile-opt-in phone numbers and consent records — whether collected from End-Customers via SMS inquiry consent or from Subscriber Account Owners and Authorized Users via dashboard click-through — are used solely to communicate with the consenting individual in connection with the Service. This opt-in and consent data is shared only with the service providers strictly necessary to deliver the messages (such as our SMS carrier); it is never sold, rented, or transferred, and is never shared with any third party or affiliate for marketing or promotional purposes.

You will not receive billing or platform-announcement SMS from Waypoint. Account-related communications such as billing notices and platform announcements occur through email and the Subscriber's dashboard, not by SMS. SMS from a Waypoint-powered number falls into one of three categories: (i) End-Customer-facing inquiry-response traffic (described in §§2-3); (ii) operational lead-alert SMS to internal recipients (described in §3A); or (iii) short-lived authentication codes sent to Account Owners and Authorized Users for signup or login (a Subscriber-only, account-access flow not directed at End-Customers).

If you have a complaint about a specific message, you can:

11. Quebec Note

The Waypoint-powered businesses ("Subscribers") that use Waypoint are not located in the Province of Quebec; Subscriber eligibility is governed by Subscription Agreement §18.5, which describes the conditions on which Quebec Subscriber eligibility may be opened in future. You may be located in Quebec — End-Customers can be anywhere — and may receive SMS from a Waypoint-powered business located in another Canadian province. If you are in Quebec and want to exercise privacy rights under Quebec's Act respecting the protection of personal information in the private sector (as amended by Law 25), you may contact Waypoint directly at privacy@waypointautomation.com (in addition to or instead of contacting the business that you were communicating with). Waypoint will respond in the language of your request (English or French), per the commitment at Privacy Policy §7.4(c). Quebec End-Customers' rights under Law 25 are addressed in Waypoint's Privacy Policy at §7.4.

Quebec End-Customers also retain non-waivable rights under Quebec consumer-protection legislation, including the Consumer Protection Act (CQLR c P-40.1) and the jurisdictional protections at article 3149 of the Civil Code of Québec. Nothing in this SMS Policy or in any related Waypoint document waives or limits those non-waivable rights. Quebec End-Customers may bring claims arising from SMS interactions before Quebec courts as permitted by article 3149.

12. Age of Participants

This messaging program is intended for individuals 18 years of age or older. If you are under 18, please ask a parent or guardian to communicate with the business on your behalf or contact the business by phone or in person. Subscribers' obligations regarding minors are addressed at Waypoint's Privacy Policy §11.

13. Contact

For questions about this SMS Policy or general privacy / data-rights matters, contact Waypoint at privacy@waypointautomation.com. For operational SMS issues (delivery problems, blocking questions, replies you didn't expect), contact support@waypointautomation.com — this is the address surfaced in the HELP keyword reply. Both addresses are monitored and reach Waypoint. For broader privacy questions see Waypoint's Privacy Policy at §17, and the Terms of Service for the terms governing your use of the Service. For complaints about a specific SMS message you received, see the options listed in §10.