SMS Consent & Opt-In Policy

Summary: CrewHub360 is a field service management platform. Our small-business customers (workspaces) collect consent from their own end-customers during normal business interactions and then enter the customer's phone number into the platform. Once a number is entered, the platform sends transactional SMS — quotes, appointments, invoices, technician en-route notices — on the workspace's behalf. We do not send marketing SMS. Recipients can reply STOP to any message to opt out immediately.

1. Who is sending the messages?

CrewHub360 is the technical platform that delivers SMS via Twilio, Inc. from a dedicated CrewHub360 phone number. The sender from the recipient's perspective is the workspace — i.e., the small business (HVAC company, plumber, concrete delivery service, landscaper, etc.) that has the recipient as a customer. Each workspace has a direct customer relationship with the people it texts; CrewHub360 does not text strangers, marketing lists, or numbers acquired from third parties.

2. How consent is collected

Consent is collected by the workspace, not by CrewHub360 directly. Workspaces collect consent during their normal business interactions with their customers — typically one of the following:

The customer requests a quote or service appointment by phone, in person, on the workspace's own website, or through a written form, and provides their phone number for follow-up.
The customer is an existing client of the workspace with an established service relationship, and the workspace has the customer's phone number on file from prior service.
The customer signs a service agreement or work-order document that includes contact-by-SMS terms.

Once consent has been obtained, the workspace operator enters the customer's phone number into the CrewHub360 platform. At the point of entry, the workspace operator sees and accepts the following on-screen disclaimer next to the phone-number field:

By entering a phone number, you confirm this customer has authorized contact for service-related communications, including SMS notifications about quotes, appointments, and invoices. Customers can reply STOP to any message to opt out.

This disclaimer is presented in the workspace operator's interface every time a customer record is created or edited with a phone number.

3. What messages are sent

CrewHub360 sends only transactional SMS related to a service the recipient has requested or has an ongoing relationship with the workspace about. The full catalog of message types:

Quote ready — a link to review and approve a quote in a secure customer portal.
Invoice ready — a link to view and pay an invoice.
Appointment scheduled — confirmation of a service appointment date and time window.
Technician on the way — real-time notification when a technician dispatches.
Technician running late — an updated arrival window.
Payment received — confirmation that a payment was applied to an invoice.
Direct service messages — ad-hoc messages from the workspace's dispatcher about a specific job or appointment.

We do not send marketing, promotional, sales, sweepstakes, third-party offers, or political messages.

4. Sample message

A representative quote-sent message:

Hi Bob, your quote #QU-1234 from Acme Plumbing is ready: https://app.crewhub360.com/portal/abc123. Reply STOP to opt out.

5. Frequency

Message frequency varies by service activity. A typical service appointment generates 2–4 messages from quote through payment confirmation. High-activity workflows (e.g., a multi-visit installation) may generate more. Messages are not sent on a fixed schedule and there is no minimum or maximum cadence.

6. How to opt out

Reply STOP, UNSUBSCRIBE, or CANCEL to any CrewHub360 SMS to immediately stop all further messages to that number. Opt-out is processed automatically at the carrier and Twilio level; no further action is required from the recipient. The workspace operator is notified that the number has opted out, and the platform blocks any further SMS attempts to that number from any workspace.

Reply HELP to receive a help message with contact information for support.

7. Workspace operator responsibilities

By using CrewHub360's SMS capability, each workspace agrees in our Terms of Service to the following responsibilities before adding a phone number to the platform:

The workspace has obtained the customer's consent to be contacted at the provided phone number for service-related communications.
The workspace will not use the SMS feature for marketing, promotional, or solicitation purposes.
The workspace will honor opt-out requests promptly and will not re-add a phone number that has previously opted out without obtaining fresh consent.
The workspace acknowledges and accepts the on-screen disclaimer (quoted in section 2) at the point of customer entry.

8. Carrier charges

Message and data rates may apply per the recipient's mobile carrier plan. CrewHub360 does not charge SMS recipients for messages.

9. Phone number data handling

Phone numbers are stored as part of the workspace's customer record and are used only for the transactional purposes listed in section 3. We do not sell phone numbers, do not share them with advertisers, and do not use them for marketing across other channels. See our Privacy Policy for full data-handling details.

10. Workspace SMS kill switch

Each workspace has an admin-controlled sms_enabled toggle. When disabled, no SMS is sent from the workspace regardless of other settings. Workspace admins can disable SMS at any time from their settings page.

11. Contact

For platform-level questions about SMS handling, email [email protected] or call 1-833-681-6335. For account-specific questions about messages you have received, contact your service provider (the workspace) directly.