AAA Backflow Prevention Services — SMS

Opt-In / Opt-Out Policy

1. Purpose

This document outlines the procedures for obtaining explicit customer consent for SMS

service messages and for allowing them to opt out at any time. It ensures compliance and

provides an auditable record of all interactions.

2. Opt-In Process

Step 1: How Customers Opt-In

• Customers must text YES to our Twilio number to receive service updates.

• No messages are sent until a customer opts in.

Step 2: Recording Opt-In

• Twilio captures inbound messages.

• Once a customer texts YES:

o Twilio Studio sets a variable opt_status = opted_in.

o A Make HTTP Request widget sends the following JSON to Zapier:

{

"phone_number": "{{contact.channel.address}}",

"message": "{{widgets.IncomingMessage.Body}}",

"status": "opted_in",

"timestamp": "{{widgets.IncomingMessage.Inbound.BodyDateCreated}}",

"result": "success"

}

• Zapier records this information and sends an email and/or SMS alert to AAA

Backflow staff with:

o Customer phone number

o Timestamp of opt-in

o Original message content

Step 3: Confirmation to Customer

• Confirmation SMS:

You’re successfully opted in to receive communication about service from AAA Backflow

Prevention Services.

3. Opt-Out Process

Step 1: How Customers Opt-Out

• Customers may text STOP at any time to opt out.

Step 2: Recording Opt-Out

• Twilio captures the STOP message.

• A Make HTTP Request widget sends the following JSON to Zapier:

{

"phone_number": "{{contact.channel.address}}",

"message": "{{widgets.IncomingMessage.Body}}",

"status": "opted_out",

"timestamp": "{{widgets.IncomingMessage.Inbound.BodyDateCreated}}",

"result": "success"

}

• Zapier records the opt-out and sends an email and/or SMS alert to AAA Backflow

staff with:

o Customer phone number

o Timestamp of opt-out

o Original message content

Step 3: Confirmation to Customer

You’ve successfully opted out. You will no longer receive service messages from AAA

Backflow Prevention Services.

4. Logging and Audit Trail

• Every inbound message (YES/STOP) is captured.

• Webhook records in Zapier provide:

o Phone number

o Message content

o Status (opted_in / opted_out)

o Timestamp

o Result (success / failed_to_record)

• Alerts ensure staff know who opted in or out in real time.

• Backup mechanisms ensure no record is lost, even if the initial webhook fails.

5. Key Compliance Points

• No messages are sent until explicit opt-in.

• Customers may opt out at any time.

• Every opt-in and opt-out is recorded and auditable.

• Confirmation messages ensure customers know their request was processed.