Effective date: July 29, 2026 · Version: 1.0
These SMS Terms cover text messages sent through the Charlotte AI receptionist platform, operated by Charlotte AI, Inc. (“Charlotte,” “we”). Charlotte answers the phone for local home-service businesses — HVAC, plumbing, and electrical contractors — and, with your permission, follows up by text on the business’s behalf. If you received a text mentioning one of those businesses, these terms apply to that message program. They supplement, and link to, our Privacy Policy and Terms of Service.
1. Who is texting you
When you call a business that uses Charlotte, our platform sends and receives service texts on that business’s behalf. Every message identifies the business. Charlotte AI, Inc. operates the phone numbers and the message program for the business.
2. What you’ll receive
Service messages tied to your request only — one-to-one follow-ups to a call you made:
- appointment and callback confirmations;
- status updates about your service request;
- a secure link to view a quote or your service history (links use our own domain, never a public link shortener);
- a request for a photo of your equipment (for example a unit’s nameplate) so the business can quote accurately;
- confirmations when you opt out or resubscribe.
No marketing or promotional messages are sent under this program. Message frequency varies with your request and the status of your service — messages recur only as needed to handle it. This is not a subscription to recurring marketing.
3. Consent — how you opted in
You receive texts because, during a call you placed to the business, Charlotte asked whether she could text you follow-up details and you agreed, confirming the mobile number to use. That consent is captured and time-stamped for the call. You can also resubscribe any time by texting START after an earlier opt-out. We do not use web forms, purchased lists, or third-party data to opt anyone into this program. Agreeing to receive texts is not a condition of purchasing any goods or services. Our platform checks for an active consent record before each customer message is sent.
4. Opting out
Your opt-out takes effect in our consent ledger immediately, and you will receive one final confirmation message telling you that you are unsubscribed and can reply START to resubscribe — then nothing further unless you opt back in (reply START or UNSTOP to resume, and you’ll get a short “welcome back” confirmation). Opting out of texts does not cancel an appointment or service request you’ve made; the business can still reach you by phone or email about work you have requested.
5. Getting help
The HELP reply identifies the message program and repeats the opt-out instructions. You can also text HISTORY followed by your own mobile number in international format (for example, HISTORY +14155551234) to receive a secure link to your service history. The link expires after 7 days and is only ever sent for your own number — the one you are texting from.
6. Fees
Message and data rates may apply according to your mobile plan. We do not charge you to receive texts. Check with your mobile carrier for details.
7. Carriers and delivery
The program is supported on major US wireless carriers. Carriers are not liable for delayed or undelivered messages. Delivery depends on your carrier and device and is not guaranteed; do not rely on SMS as your only channel for time-critical coordination.
8. Not for emergencies
9. Your privacy
Our Privacy Policy describes what we collect and how we handle it. For messaging, in short: we collect your mobile number when you provide it during your call, and we use it only to send service-related messages about your request on the business’s behalf. No mobile information — phone numbers, opt-in data, or message content — is sold, rented, or shared with third parties or affiliates for marketing or promotional purposes.
10. If you are a Charlotte operator
Businesses that subscribe to Charlotte also receive operational texts from the platform — urgent-call pages, missed-transfer alerts, and usage notifications — under the authorization given during signup. Message and data rates may apply, and frequency varies with your call volume. You can change or stop operator notifications any time in your admin portal notification settings or by emailing hello@charlotte.ai. Your customers’ opt-outs are tracked separately from your notification settings: a customer replying STOP never turns off your urgent-call pages, and your settings never affect your customers’ choices. If you turn off SMS pages, urgent-call alerts fall back to your configured non-SMS notification path.
11. Changes and contact
We may update these SMS Terms; the version and effective date above change when we do, and material changes are notified as described in our Terms of Service. Questions: hello@charlotte.ai · Charlotte AI, Inc. · charlotte.ai