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Messaging policy

Last updated

WentBack exists to help businesses stay in touch with customers who want to hear from them. This policy sets out the rules every business on WentBack agrees to follow, so that messages stay welcome, carriers keep delivering them and customers stay in control. It's part of our Terms.

Received a message from a business using WentBack? Reply STOP to stop texts from that business, or HELP for help. For emails, use the unsubscribe link. Message and data rates may apply, and message frequency varies by business. If you think you were contacted without agreeing to it, email [email protected].
  • Only message people who have agreed to hear from your business on that channel, in a way the law accepts. For promotional messages, get clear, express consent: for example, a customer ticking "Send me texts about offers and events" on your sign-up page.
  • Some messages may be sent on a narrower basis under the law, such as reminders about an appointment the customer booked, or messages within an existing business relationship. If you're not sure a message is allowed, get express consent.
  • In the United States, marketing texts and prerecorded calls need the customer's prior express written consent under the TCPA.
  • Never use purchased, rented, borrowed, shared or scraped lists, and never add people who gave their details for a different purpose.
  • Keep consent records accurate. WentBack records which channels each customer agreed to and when; when you import customers, only mark consent that you actually have.

2. Say who you are

Every message must clearly identify your business, so people know who's contacting them. Emails must include your business's mailing address and a working unsubscribe link.

3. Make it easy to stop, and honour it

  • People can stop texts by replying STOP (or UNSUBSCRIBE, CANCEL, END, QUIT or ARRÊT), and can restart them by replying START. Emails always include an unsubscribe link. WentBack applies these automatically and immediately.
  • If someone asks you to stop in any other way (by phone, in person, or in a reply), update their consent in the dashboard straight away.
  • Never re-add someone who opted out unless they give you new consent.

4. Send at the right time and frequency

  • Respect quiet hours. WentBack holds messages between 9 PM and 9 AM in your local time by default; you can adjust this, but don't send promotional messages late at night or early in the morning.
  • Send only as often as customers would reasonably expect from what they agreed to. Too many messages lead to opt-outs, complaints and carrier blocks.

5. Keep content honest and appropriate

Messages must be accurate, relevant to your business and not misleading. Don't hide links' destinations, impersonate another business or person, or make claims you can't back up.

Content we don't allow on WentBack:

  • Anything illegal, or promoting illegal goods or services
  • Cannabis, CBD, tobacco and vaping products
  • Firearms, ammunition and weapons
  • Sexual or adult content
  • Hate speech, harassment, threats or violent content
  • High-risk financial offers, such as payday loans, debt relief, credit repair, and cryptocurrency or "get rich quick" schemes
  • Third-party debt collection
  • Gambling and sweepstakes
  • Phishing, fraud, malware or requests for passwords or financial details
  • Messages sent on behalf of another business that isn't on your account

Promotions for alcohol must follow the law where your customers are and may only go to people of legal drinking age. Carriers and platforms such as WhatsApp have their own rules, which can be stricter than these; you agree to follow them too.

6. Channel rules

  • Text messages: sent from a number assigned to your business. US numbers may need carrier registration (A2P 10DLC) before they can send, and we'll help with this.
  • WhatsApp: follow Meta's WhatsApp Business and Commerce policies. Messages you start must use a template approved by Meta, and customers must have agreed to hear from you on WhatsApp.
  • Email: follow CASL and CAN-SPAM, including identification, your mailing address and a working unsubscribe link.
  • Phone calls: automated and prerecorded calls must follow the CRTC's Unsolicited Telecommunications Rules in Canada and the TCPA in the US, and only go to people who have agreed to receive them.
  • Mail: if a customer asks you to stop sending mail, remove them from your mailing list.

7. How we enforce this policy

We review sending activity, opt-out rates, complaints and carrier feedback to keep messaging healthy. If a business breaks this policy, we may pause sending, ask for proof of consent, remove contacts or content, or suspend or close the account, as described in our Terms. Serious or repeated breaches may lead to immediate suspension.

8. Report a problem

To report unwanted messages or misuse of WentBack, email [email protected] with the phone number or email address that contacted you and, if you can, a copy of the message. We'll look into it and take action where needed.