Phone policyUpdated 16 days ago
When you create a phone number in Gorgias, we use Twilio — a third-party service provider — to create and host the number. When using a phone number in Gorgias, the content that passes through the service needs to abide by 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 a deactivation of your Gorgias SMS or Voice service.
Forbidden message content
Per Twilio’s content policy, the following types of content are forbidden from use on Gorgias SMS and Voice:
- 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)
Voice Limitations
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.
Call recording notifications
Certain laws that may apply to you could require that you obtain consent from both the agent and the end-user before initiating any call recording. Gorgias is not responsible for configuring the Voice integration to comply with the laws applicable to your business. You are solely responsible for determining which laws apply to you and for obtaining any required consent from the agent and end-user.
Any sample disclosure or consent language we may provide is intended for general informational and educational purposes only. You are responsible for seeking legal or business advice from your own counsel and should not rely on any sample language as a substitute for such advice.
By enabling call recording, you indicate that you have obtained consent from both the end-user and the agent before call recording began. You also confirm that you will not collect payment information over the phone while the call recording feature is active.
