SMS Notifications Program
Last updated: May 6, 2026
Program overview
CounterLine operates a transactional SMS program on behalf of the small service businesses that subscribe to our AI receptionist platform (salons, HVAC contractors, trades, fitness studios, and similar appointment-based businesses).
When you, an end customer, call a business that uses CounterLine and book an appointment with the AI receptionist, you may choose to receive transactional SMS messages from that business about your booking. This page explains how that works, what messages we send, and how to stop them.
Per-business SMS is transactional only. Messages sent by CounterLine on behalf of a subscribed business cover that business's bookings (confirmations, reminders, callbacks). They are not used for marketing or promotional content.
CounterLine's own number ( +1 (213) 295-8225 ) is a separate opt-in channel covering both CounterLine product updates and demos of how the per-business flow works. The “Opt in to CounterLine SMS” section below walks through that opt-in directly.
Opt in to CounterLine SMS
CounterLine LLC operates a web-form opt-in for its own SMS list (product updates, demos, and appointment-related information). Submit your phone number and tick the consent box, and we send a one-time confirmation SMS from +1 (213) 295-8225. Reply STOP at any time to unsubscribe.
The form records the opt-in (timestamp, phone number, the fact that you ticked the consent box) and triggers the confirmation SMS. The keyword-based opt-in described in the next section is the alternative path used by end customers of CounterLine-subscribed businesses on those businesses' own numbers.
How you opt in
Text an opt-in keyword to the business's number. To enroll in appointment-reminder SMS from a CounterLine-enabled business, text any of the following keywords to the business's CounterLine-provisioned phone number:
- JOIN, START, YES, or SUBSCRIBE
When we receive your opt-in keyword, we send you a confirmation SMS that identifies the business, confirms your enrollment in the appointment-reminder program, and includes HELP/STOP instructions. The verbatim inbound keyword is recorded as proof of your consent. You are not enrolled until your opt-in keyword is received.
Re-opt-in after STOP. If you previously opted out and want to re-enable messaging from the same business, text any opt-in keyword above. A new confirmation SMS is sent and your status is updated.
Consent is tracked separately for each (business, phone) pair. Opting out of messages from one business does not affect your relationship with any other business.
How consent is captured (keyword opt-in)
Below is a representative example of the opt-in exchange, followed by the record we store as proof of consent.
The inbound keyword above is what triggers consent capture. The confirmation SMS is sent automatically and identifies the business, the program, and your opt-out options.
Every opt-in is logged with timestamp, source, the verbatim inbound keyword as evidence, and the originating Twilio message SID — providing an immutable per-(business, phone) audit trail. The same record is updated when a customer opts out (status flips to opted_out with a new timestamp and the verbatim STOP keyword captured as evidence).
What messages we send
Examples of messages you may receive once you have opted in:
- Appointment confirmation: "Hi Jamie, this is Bella's Studio: your appointment is confirmed for Thu May 7 at 2:00 PM. Reply HELP for help, STOP to opt out. Msg freq varies. Msg & data rates may apply."
- Day-before reminder: "Hi Jamie, this is Bella's Studio: reminder — your appointment is tomorrow, Thu May 7 at 2:00 PM. Reply HELP for help, STOP to opt out. Msg freq varies. Msg & data rates may apply."
- Same-day reminder: "Hi Jamie, this is Bella's Studio: reminder — your appointment is today at 2:00 PM. Reply HELP for help, STOP to opt out. Msg freq varies. Msg & data rates may apply."
- Callback confirmation: "Hi Jamie, this is Bella's Studio: we will call you back at 3:15 PM today as you requested. Reply HELP for help, STOP to opt out. Msg freq varies. Msg & data rates may apply."
- Reschedule notice: "Hi Jamie, this is Bella's Studio: your appointment has been rescheduled to Fri May 8 at 10:00 AM. Reply HELP for help, STOP to opt out. Msg freq varies. Msg & data rates may apply."
Message frequency
Frequency varies based on your appointment activity with the business. A typical confirmed appointment generates up to three messages: one confirmation at booking, one day-before reminder, and one same-day reminder. Callback confirmations are one-off as requested.
Message and data rates
Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. Check with your wireless carrier for the rates that apply to your plan.
How to opt out — Reply STOP
To stop receiving messages at any time, reply STOP(or STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT) to any message from the business's number. You will receive a one-time confirmation that you have been unsubscribed, and no further SMS will be sent from that business. Opt-out is per (business, phone) pair.
How to get help — Reply HELP
For help with the SMS program, reply HELP(or INFO) to any message from the business's number, or contact us at counterlineadmin@gmail.com. For appointment-specific questions, contact the business directly using the phone number they have provided to you.
Supported carriers
AT&T, Verizon Wireless, T-Mobile, Sprint, U.S. Cellular, Boost Mobile, MetroPCS, Virgin Mobile, Cricket Wireless, and most other major U.S. carriers.
Privacy
Phone numbers and consent records collected for this program are used only to deliver the transactional messages described above. We do not sell, share, or transfer SMS opt-in data to any third party for marketing, advertising, or promotional purposes. Full details are in our Privacy Policy and Terms of Service.
Contact
Questions about this program?
counterlineadmin@gmail.com
Counter Line LLC, Los Angeles, CA