SMS Consent & Opt-in Process

How customers opt in

Customers provide their phone number when booking an appointment with a participating garage. This can happen through the following methods:

• Online booking form (website or digital system)
• In person at the garage
• Over the phone with garage staff

Online booking

Customers enter their phone number in a booking form and are presented with a clear disclosure stating that they may receive SMS messages related to their appointment and service if they opt in.

Example: Customers may optionally check an SMS consent checkbox before completing the booking. SMS messages are only sent if the customer opts in. Customers are not required to opt in to book or receive service.

In-person booking

Customers provide their phone number to garage staff. Staff inform the customer that they may receive SMS messages related to their appointment and service. The customer provides consent before any message is sent.

Phone booking

Customers provide their phone number over the phone. Garage staff inform the customer that SMS messages may be sent regarding their appointment and service, and consent is obtained before any message is sent.

Step-by-step consent flow

1. The customer provides their phone number when booking a service or appointment.
2. The customer is clearly informed that SMS messages may be sent regarding their appointment and service if they opt in.
3. If the customer opts in, they give explicit consent to receive SMS messages before any message is sent.
4. The consent is recorded by the garage in their system.

Types of messages sent

Customers may receive the following types of messages:

• Appointment confirmations
• Appointment reminders
• Service updates (e.g. vehicle ready)
• Review requests after service

Marketing or promotional messages are only sent if the customer has provided separate explicit consent.

Consent disclosure example

Visual example of consent collection

The following is an example of how consent may be presented during booking:

This example is provided to illustrate how SMS consent is collected before any message is sent. The checkbox is optional, not pre-checked, and is shown for illustration only.

Optional SMS Consent Checkbox

The SMS consent checkbox is optional and is not pre-checked. Customers are not required to opt in to SMS messages in order to request or receive service from the garage.

If a customer does not check the SMS consent checkbox, no SMS messages are sent through Kairos for that customer.

Customers may still book or receive service without consenting to SMS communications.

In-Person Verbal Opt-in Script

When a customer books an appointment in person at a participating garage, garage staff may use the following script to request SMS consent:

If the customer says yes, the garage records the customer’s SMS consent before any SMS message is sent. If the customer says no, no SMS messages are sent through Kairos for that customer.

Phone Verbal Opt-in Script

When a customer books an appointment over the phone, garage staff may use the following script to request SMS consent:

If the customer says yes, the garage records the customer’s SMS consent before any SMS message is sent. If the customer says no, no SMS messages are sent through Kairos for that customer.

Opt-out

Customers can opt out at any time by replying STOP to any SMS message. Customers can request assistance by replying HELP.

Additional information

Customers only receive messages if they have an existing business relationship with the garage and have provided explicit SMS consent.

Kairos does not sell or share mobile phone numbers with third parties.

Message frequency varies depending on appointment and service activity. Message and data rates may apply.