SMS Notifications Program
Last updated: June 13, 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 and customer-care only. Messages sent by CounterLine on behalf of a subscribed business cover that business's bookings (confirmations, reminders, callbacks) and replies to questions you text the business. They are not used for marketing or promotional content.
Some businesses also enable two-way texting. If a business turns on the automated text assistant, you can text its CounterLine number with a question and receive an automated reply that helps with hours, services, and scheduling. See “Text a business a question” below.
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.
Text a business a question (two-way conversation)
Some CounterLine-powered businesses enable an automated text assistant. If you text the business's CounterLine number first, the assistant may reply in that conversation to answer questions — hours, location, services — and help you schedule. Because you started the conversation, your message is your consent for the assistant to reply to you in that thread.
The assistant identifies itself as automated on its first reply, and every reply includes HELP and STOP instructions. Replying to a question does not enroll you in reminders or any ongoing messages — those require the separate opt-in described below. Reply STOP at any time to stop messages from that business.
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.
Opt in by phone at booking (verbal)
Agree to reminders when you book by phone. This is the primary way end customers enroll in per-business reminders. When you call a CounterLine-powered business and book an appointment with its AI receptionist, the assistant asks whether you'd like text reminders for that appointment before enrolling you. You are enrolled only if you affirmatively agree. Your spoken response, the timestamp, your phone number, and the call ID are recorded as proof of consent.
The first message you receive is the booking confirmation shown above — it names the business and carries the rate, HELP, and STOP disclosures. Reply STOP at any time to stop all reminders from that business.
Opt in by keyword
Text an opt-in keyword to the business's number. Alternatively, 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, 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."
- Booking link (only when you ask for one on a call): "Hi Jamie, this is Bella's Studio: as requested, here's your link to book: https://www.counterline.net/b/abc123. Reply HELP for help, STOP to opt out. Msg & data rates may apply."
- No-show rebooking invitation: "Hi Jamie, this is Bella's Studio: we missed you at your appointment. To reschedule, call +1 (555) 123-4567. Reply HELP for help, STOP to opt out. 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