This page documents how SMS recipients consent to receive messages from Maintenance Concierge. The platform does not send unsolicited messages. There are two groups who may receive texts:
Contractors who have been specifically added by a landlord they work with.
Tenants of a landlord using the platform, who have been added with their phone number and Text as the preferred contact method to receive maintenance status updates.
Both groups go through a double opt-in flow and must explicitly confirm consent by replying YES before any non-opt-in messages are sent.
1. How consent is obtained
Maintenance Concierge uses a double opt-in flow for both contractors and tenants. Consent is captured in two steps:
Landlord initiates. A logged-in landlord adds the contractor or tenant to their account by entering the recipient's name and phone number and selecting Text as the preferred contact method. By doing so, the landlord confirms they have a relationship with the recipient (a business relationship for contractors; a rental relationship for tenants) and that the recipient has agreed to receive maintenance-related text messages.
Recipient confirms. The recipient receives a one-time opt-in SMS. No further messages are sent until they reply YES. If the recipient never replies, no follow-on messages are ever sent.
2. The landlord's view: adding a contractor
When a landlord adds a contractor inside the application, they see a form with the following fields and the Text Message option for preferred contact method:
Mike's Plumbing
(801) 555-1234
Phone Call
AI voice call via Vapi
Text Message
SMS via Twilio
Email
Email with accept/decline links
By selecting Text Message: we'll send this contractor a one-time opt-in SMS asking them to reply YES to confirm consent. No dispatch texts will be sent until they confirm. You confirm you have an existing business relationship with this contractor.
3. The contractor's view: opt-in conversation
Applies to contractors only. The tenant flow is described in section 4 below.
Once the landlord saves the contractor, Maintenance Concierge sends the opt-in SMS below. This is the exact message the platform sends — it includes brand identification, message frequency, rate disclosure, and links to Terms and Privacy.
Opt-in confirmation (first message, before consent)
Maintenance Concierge: Jane Smith has added you as a maintenance contractor. You'll receive texts for maintenance dispatch requests. Msg frequency varies. Msg & data rates may apply. Reply YES to confirm or STOP to opt out. Terms: https://maintenanceconcierge.ai/terms Privacy: https://maintenanceconcierge.ai/privacy
Contractor replies YES
YES
Consent confirmed
Maintenance Concierge: You're confirmed! You'll now receive maintenance dispatch texts from Jane Smith. Reply STOP at any time to opt out.
Dispatch message (only sent after consent)
Maintenance Concierge: New request from Jane Smith at 123 Main St. Issue: Kitchen sink leaking under cabinet. Reply 1 to accept or 2 to decline.
If the contractor does not reply YES, their SMS consent status remains pending and no further messages are sent. Dispatch messages are only sent to contractors whose status is active.
4. The tenant's view: opt-in conversation
Tenants are added to a property by their landlord with name, phone, and Text selected as the preferred contact method. After the landlord saves the tenant, Maintenance Concierge sends the opt-in SMS below. Tenant messages are restricted to maintenance status updates for repairs at their own rental — they do not receive dispatch decisions, billing, or marketing content.
Opt-in confirmation (first message, before consent)
Maintenance Concierge: Jane Smith will text you maintenance updates about repairs at 123 Main St. Msg frequency varies. Msg & data rates may apply. Reply YES to confirm or STOP to opt out. Terms: https://maintenanceconcierge.ai/terms Privacy: https://maintenanceconcierge.ai/privacy
Tenant replies YES
YES
Consent confirmed
Maintenance Concierge: You're confirmed! You'll now receive maintenance update texts from Jane Smith. Reply STOP at any time to opt out.
Maintenance update (only sent after consent)
Maintenance Concierge: Hi Alex, Mike's Plumbing is scheduled for Tuesday 2pm at 123 Main St to fix: Kitchen sink leaking under cabinet. Msg & data rates may apply. Reply STOP to opt out, HELP for help.
Cancellation update
Maintenance Concierge: Hi Alex, your repair appointment at 123 Main St (was Tuesday 2pm) has been cancelled. Your landlord will arrange a new one. Msg & data rates may apply. Reply STOP to opt out, HELP for help.
Tenant messages are sent only for maintenance lifecycle events on requests submitted for their own property: appointment scheduled and appointment cancelled. If the tenant does not reply YES, their status remains pending and the platform falls back to email (if the landlord recorded one) so the tenant is not left uninformed.
5. Opting out (STOP)
Contractors and tenants alike can opt out at any time by replying STOP to any message. The platform recognizes STOP, UNSUBSCRIBE, CANCEL, and QUIT as opt-out keywords.
Contractor replies STOP
STOP
Opt-out confirmation
Maintenance Concierge: You've been unsubscribed. No further messages will be sent. Reply START to re-subscribe.
Once opted out, the contractor's status is set to opted_out and they will not receive any further messages from Maintenance Concierge unless they reply START to re-subscribe.
6. Help (HELP)
Contractors can reply HELP (or INFO) at any time for support information.
Contractor replies HELP
HELP
Help response
Maintenance Concierge: For support, contact [email protected]. Msg frequency varies. Msg & data rates may apply. Reply STOP to opt out.
7. Required disclosures
Every opt-in message includes the following disclosures:
Brand: Maintenance Concierge
Program purpose: Maintenance dispatch notifications from a landlord to a contractor they work with, and maintenance status updates from a landlord to their tenants
Message frequency: Varies based on maintenance request volume (typically 1–5 messages per week during active periods)