CreoleCentric
CreoleCentric
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SMS Consent Policy

CreoleCentric is a product of iTech Home Solutions, Inc., a Florida corporation (the "Company," "we," "our"). "CreoleCentric" is the Company's registered trade name for its multilingual AI voice-agent platform. All SMS messages originating from this service are sent by iTech Home Solutions, Inc. doing business as CreoleCentric. Last updated: November 2026.

Overview

CreoleCentric operates a multilingual (Haitian Creole, English, Spanish) AI voice-agent platform for small businesses, primarily medical clinics. Our system places and receives phone calls on behalf of our business customers and may send SMS to end users (patients) in support of those calls. Messages are either transactional (tied directly to an appointment booking the caller initiated by phone) or occasional clinic-initiated updates from the same clinic the caller consented to (for example seasonal health reminders, new-service announcements, or hours changes). This page describes how we collect, honor, and record consent for every SMS our platform sends.

How end users consent to receive SMS

Verbal consent during inbound phone calls

CreoleCentric uses a single opt-in path for all patient-facing SMS: verbal consent given during an inbound phone call. End users dial a phone number operated by a CreoleCentric clinic customer. Our AI voice agent answers, and before any SMS is dispatched the agent explicitly asks for consent in natural language and discloses that message and data rates may apply. The caller's spoken response is captured in the live transcript and (when the clinic has enabled call recording) in the audio recording. A single affirmative verbal yes during the call authorizes the full set of SMS the clinic may send to that caller: the appointment confirmation, the day-before reminder, any directions message the caller specifically asks for, any reschedule or cancel confirmation the caller later initiates with the same clinic, and occasional clinic-initiated updates from the same clinic (for example seasonal health reminders, new-service announcements, or hours changes). No SMS is sent through any other channel. End users do not opt in through a web form, a mobile app, a social media post, a QR code, or any third-party source. Mobile phone numbers and SMS consent captured on this path are never shared or sold.

The verbal consent utterance used by the production voice agent is reproduced in full on our SMS Opt-In Proof page, along with representative samples of each SMS a caller may receive after consenting.

Call opening and recording disclosure

Every inbound call opens with a brief multilingual greeting:

"Welcome. Byen-vee-nee. Bienvenidos. This is the [Clinic Name]. How may I help you?"

When call recording is enabled on the clinic's agent configuration (a per-clinic opt-in), the greeting automatically includes "This call may be recorded for quality and training" before "How may I help you?" This conditional behavior is enforced server-side in the prompt-assembly layer — the disclosure cannot be bypassed when recording is on, and will not be falsely spoken when recording is off.

Specific consent moments and corresponding messages

Consent point 1 — appointment confirmation SMS

When a caller schedules an appointment through the voice agent, the booking itself is the consent event. The agent speaks the confirmation aloud ("Your appointment for [patient name] on [date]at [time] with [provider] is confirmed. We will text you a confirmation and a reminder the day before.") before any SMS dispatch. The caller may decline at any point.

Consent point 2 — directions-to-clinic SMS

The agent asks "Would you like me to text you the clinic's address?" and waits for a yes/no. If yes, the agent confirms the destination phone number aloud ("I'll send it to the number you're calling from — the one ending in [last 4]. Is that correct?"). Only after an affirmative verbal yes is the directions SMS dispatched. The directions message contains the clinic's physical address plus Google Maps and Apple Maps links.

Consent point 3 — reschedule confirmation SMS

When a caller affirmatively requests to move an existing appointment, the reschedule itself is the consent event. The agent speaks the new date and time aloud and announces the confirmation SMS ("I've moved your appointment to [new date] at [new time]. I'll send you a text confirming the change. Reply STOP at any time to stop future messages.")

Consent point 4 — day-before appointment reminder

Sent 24 hours before a scheduled appointment, only to callers who have an appointment booked through the voice agent. The underlying booking (consent point 1 or 3) is the consent event. Reminder messages include "Reply STOP to opt out."

Consent point 5 — occasional clinic updates

After a caller has consented on an inbound call, the same clinic may send low-frequency clinic-initiated updates to that caller (for example a seasonal health reminder, a new-service announcement, a hours change, or availability of a walk-in service such as a flu shot). These are always sent from the same clinic the caller consented to and never from an affiliate or third party. Frequency is low: typically no more than one or two per quarter. Every such message includes the clinic name and "Reply STOP to opt out." A caller who replies STOP is immediately suppressed for all future SMS from that number, including transactional messages tied to future bookings.

Opt-out

Opt-out keywords honored platform-wide: STOP, UNSUBSCRIBE, END, CANCEL, QUIT (case-insensitive, with or without punctuation). On receipt of any opt-out keyword, our platform immediately halts all outbound SMS to that phone number and sends a single confirmation reply ("You've been unsubscribed and will no longer receive messages from this number"). The suppression is persisted — future calls or bookings for that number will not trigger SMS unless the user explicitly re-opts in through one of the consent paths above.

End users can also opt out verbally during a call ("don't text me") — the agent respects this immediately and no SMS is sent for the remainder of the call. The STOP preference is also persisted so future calls honor it.

HELP keyword returns the clinic's main phone number and a reference to this policy.

Message types and frequency

Every message falls into one of the categories below. A single verbal consent on an inbound call authorizes the full set, all from the same clinic the caller consented to.

  • Appointment confirmation (one SMS immediately after booking).
  • Reschedule confirmation (one SMS immediately after reschedule).
  • Cancel confirmation (one SMS immediately after cancellation).
  • Directions SMS (one SMS, only on explicit verbal yes).
  • Day-before reminder (one SMS, 24 hours before a scheduled appointment).
  • Occasional clinic updates (low-frequency, typically no more than one or two per quarter): seasonal health reminders, new-service announcements, hours changes, or walk-in availability notices sent by the same clinic the caller consented to.

Typical frequency: 1 to 3 SMS per booking plus the occasional clinic-initiated update described above. No recurring daily broadcasts and no third-party content. All messages originate from the same clinic the caller consented to on the inbound call.

Consent records and audit

Transcripts of every voice-agent turn — including the specific consent utterances described above — are persisted in CreoleCentric's AgentSession and AgentTurn database records. When call recording is enabled on a per-clinic basis, the audio recording is also persisted (and the recording disclosure is spoken at the start of the call). These records are retained for a configurable period per clinic customer and are available for carrier audit on request.

Message and data rates

Message and data rates may apply. SMS delivery is best-effort and the carrier is not liable for delayed or undelivered messages.

Contact

Questions about this policy or about SMS received from CreoleCentric: email [email protected].