These Messaging and Calling Terms are incorporated into, and form part of, the Z360 Terms of Service between Customer and Z360BIZ LLC ("Z360") (the "Agreement"). Capitalized terms not defined here have the meaning given to them in the Agreement. These terms apply to every Customer that sends messages or makes or receives calls through the Services ("you"), and they also describe Z360's own text messaging program for people who contact us.
1. Z360 Messaging Program
1.1If you provide your phone number to Z360 on our Site or in a demo request, you agree to receive calls and text messages from Z360 about your inquiry, your account, and our services.
1.2The following applies to these messages.
- Frequency. Message frequency varies.
- Cost. Message and data rates may apply.
- Opt-out. You may reply STOP at any time to stop receiving messages.
- Help. Reply HELP, or email help@z360.biz, for assistance.
- Privacy. We do not sell or share your mobile number with third parties for their marketing purposes.
- Carriers. Carriers are not liable for delayed or undelivered messages.
2. Messaging and Calling Services
2.1The Services allow Customers to communicate with their own customers through the following channels.
- Customers can send and receive SMS and MMS on business phone numbers.
- Customers can use RCS business messaging, where supported.
- Customers can make and receive voice calls in the web application and on mobile.
- An AI voice agent can answer calls and place outbound calls on your behalf.
- Customers can use voicemail, call forwarding, IVR menus, and call transfer.
- Customers can send and receive faxes.
2.2Phone numbers, calling, texting, and fax are provided through our carrier partner, Telnyx.
3. Carrier Registration (10DLC)
3.1U.S. carriers require businesses that send text messages from local numbers to register a brand and a campaign ("10DLC"). Z360 submits your registration to the carrier using the details you provide in your settings.
3.2The following applies to registration.
- Registrations are reviewed by the carriers. Approval is not guaranteed and may take several days.
- Registration and monthly campaign fees are charged to your Wallet.
- Your registration must accurately describe your use case, how recipients opt in, and sample messages. You may send only messages that match it.
- Carriers may filter, block, or suspend traffic that does not match your registration or that violates their rules.
4. Consent
4.1You are responsible for obtaining, and keeping records of, any consent required by applicable law before you send text messages or make calls, including under the TCPA and applicable state laws.
4.2The following general rules apply.
- Informational messages (such as appointment reminders or replies to a customer who contacted you) require the recipient's permission to be contacted at that number.
- Marketing messages and marketing calls that use AI or prerecorded voices require prior express written consent.
- Your opt-in must identify your business and describe the messages recipients will receive, how often they will receive them, that message and data rates may apply, and how to opt out.
- Z360 forms may include an optional consent checkbox and message that you configure for each pipeline. You are responsible for its wording and for keeping your own consent records.
5. Opt-Outs
5.1Automatic opt-out. When a contact replies STOP, STOPALL, STOP ALL, UNSUBSCRIBE, CANCEL, END, or QUIT, Z360 marks the contact as do-not-disturb and blocks further texts and calls to that contact from your organization.
5.2Other opt-out requests. Recipients may also opt out in other reasonable ways, such as by writing "please stop texting me" or by asking during a call. Your team can mark a contact as do-not-disturb or block the contact in the inbox, and the AI voice agent can do so when a caller asks.
5.3HELP requests. You must ensure that your messaging program responds to HELP requests with your business name and contact details.
5.4Re-subscribing. You may message a recipient who has opted out only if they provide new consent.
6. Calling Requirements
6.1Caller ID. You may use only phone numbers that you own or are authorized to use.
6.2Calling hours. You must comply with federal and state restrictions on when you may call or send text messages.
6.3Do-not-call rules. You must honor any internal and national do-not-call requirements that apply to you.
6.4Spam labels. Carriers may label calls as "Spam Likely." Z360 displays this label in the inbox when the carrier provides it.
7. Call Recording and Transcription
7.1Calls made or received through Z360 phone numbers are recorded and transcribed so that your team can review them. Voicemail messages are also stored and transcribed.
7.2For HIPAA organizations, a recording notice plays before recording starts. If the notice cannot play, the call continues without recording.
7.3For all other organizations, you are responsible for informing callers that calls are recorded and for obtaining consent where the law requires it. Some states require the consent of every party to a call.
8. AI Voice Agent
8.1The AI voice agent can answer inbound calls, place outbound calls, leave voicemail, navigate IVR menus, and carry out the Approved Abilities you enable.
8.2You choose the agent's voice and instructions and are responsible for what it says on your behalf.
8.3Some laws require that people be told they are speaking with an AI, or that consent be obtained before AI calls are placed. You are responsible for complying with those requirements.
8.4If you clone a voice, you must have the speaker's consent.
9. Health Information
9.1You may use SMS, calls, recordings, and fax with PHI only in a HIPAA organization with a signed BAA.
9.2Standard SMS and phone calls travel over public carrier networks and are not encrypted end to end by Z360. You should consider this when deciding what information to send by text.
9.3AI voices marked as not covered in the product are not approved for PHI.
10. Remedies
A violation of these terms is a violation of the Agreement. We may block messages or calls, pause campaigns, release or suspend phone numbers, or suspend accounts that violate these terms, our Acceptable Use Policy, or carrier rules. You are responsible for any carrier fines and fees caused by your traffic.
11. Contact Us
If you have any questions about these terms or wish to report abuse, please contact us at help@z360.biz or (469) 200-1097.