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Phone policyUpdated 3 months ago

Gorgias doesn't own phone numbers - this service is provided by Twilio as a 3rd-party service provider - so the content that runs through it needs to be per the Twilio Terms of Service and Twilio’s Acceptable Use Policy which includes the Twilio Messaging Policy and Content Policy.

Any violation of these policies will result in deactivating the SMS/Voice service.

The following categories are banned:

  • High-risk financial services
  • 3rd-party lead generation services
  • Debt collection or forgiveness 
  • "Get rich quick" Schemes
  • Federally illegal substances (including Cannabis and CBD)
  • Gambling
  • "S.H.A.F.T" Use Cases (Sex, Hate, Alcohol, Firearms, Tobacco)=
Forwarding and/or international call charges may apply - contact your provider for more information.

Sending from non-US SMS-enabled numbers isn't supported when reaching +1 destinations (US and Canada), so please use other +1 SMS-enabled Twilio numbers when communicating in these regions.

What this means is that, if you have an international (non-US) SMS number in Gorgias, and receive an SMS from a US number, you wouldn't be able to respond to that SMS.

You're responsible for using the recording features in Gorgias in compliance with all applicable laws in your given area of residence. By enabling call recording, you're indicating that you've received end-user and agent consent before call recording began. You're also indicating that you won't be collecting payment information over the phone while the call recording feature is active as Gorgias subscribers aren't allowed to use our call recording feature when any credit card, debit card, or other payment information is made available to any party during a call.
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