The Telephone Consumer Protection Act (TCPA) and related FCC regulations govern automated text messaging and calling in the United States. Fix IT Technologies, LLC takes TCPA compliance seriously and has built compliance controls directly into the Pocket Agent platform. This document describes our compliance framework and what we require from customers using the Service for business outreach.
1 A2P 10DLC Registration
All outbound SMS messages sent through Pocket Agent are delivered via Application-to-Person (A2P) 10-digit long code (10DLC) registered numbers, as required by US mobile carriers and the CTIA.
- All phone numbers provisioned through our platform are registered under A2P 10DLC requirements
- We maintain brand and campaign registration with US carriers on behalf of our platform
- 10DLC registration ensures higher deliverability and compliance with carrier filtering standards
- Customers may not use Pocket Agent numbers for use cases that violate campaign registration requirements
What this means for you: Your agent's outbound SMS is registered and carrier-compliant. You do not need to manage carrier registration — we handle it. You are responsible for ensuring your messaging content matches your registered use case.
2 Opt-Out & Keyword Handling
The Pocket Agent platform automatically handles the following standard TCPA/CTIA compliance keywords without any configuration required on your part:
| Keyword |
Action |
Persistence |
| STOP STOPALL UNSUBSCRIBE CANCEL END QUIT |
Immediately adds the number to the suppression list. No further messages will be sent. |
Permanent — number remains suppressed even if re-engaged |
| HELP INFO |
Automatically replies with service name, support contact, and opt-out instructions |
Informational — does not suppress messaging |
| START YES UNSTOP |
Re-enables messaging for a number that previously opted out (only if the user initiates) |
Active until next STOP |
Suppression lists are maintained permanently. Once a number opts out, it remains on the suppression list indefinitely. We do not expire or purge opt-out records. Re-engagement is only possible if the end user explicitly re-opts in by sending START or equivalent.
3 Quiet Hours Enforcement
The platform automatically enforces quiet hours to comply with TCPA requirements. Outbound messages are restricted during the following hours:
Quiet Hours: No outbound SMS or voice calls will be initiated between 9:00 PM and 8:00 AM, based on the recipient's local time zone.
- The recipient's time zone is determined by their area code using standard North American Numbering Plan (NANP) geographic mapping
- Messages queued during quiet hours will be held and delivered when quiet hours end
- Time zone detection is best-effort — we use area code mapping as the primary signal
- These restrictions apply to all outbound communications regardless of customer configuration
4 No Unsolicited Marketing
Fix IT Technologies, LLC does not use the Pocket Agent platform to send unsolicited marketing messages. Our outbound communications are limited to:
- Transactional messages initiated in response to user or customer action
- Service notifications to active subscribers
- Agent responses to inbound messages
We do not operate mass outbound marketing campaigns and prohibit customers from using the platform for such purposes.
5 Customer Opt-In Responsibility
While we build compliance controls into the platform, certain compliance responsibilities are shared between Fix IT Technologies, LLC and you, the customer. The division of responsibility is as follows:
Platform Responsibilities Fix IT Technologies
STOP/HELP keyword handling and suppression list enforcement · A2P 10DLC number registration · Quiet hours enforcement by recipient local time · Consumer complaint routing and response · Platform-level opt-out recordkeeping
Your Responsibilities Customer
If you are using Pocket Agent for business outreach (marketing, follow-ups, promotions, or any proactive outbound communication to your customers), you are responsible for:
- Obtaining prior express written consent from each recipient before sending marketing messages
- Maintaining records of consent (date, method, IP address, opt-in language shown)
- Ensuring your messaging content matches the consent provided
- Honoring opt-out requests through any channel (not just STOP keyword)
- Complying with any applicable state-level SMS marketing regulations
Failure to obtain proper opt-in consent is a violation of our Acceptable Use Policy and may result in immediate account suspension. TCPA violations can carry statutory damages of $500–$1,500 per message — responsibility for such violations rests with the customer.
6 Consumer Complaint Handling
We take consumer complaints about unwanted messages seriously. Our complaint handling process:
- Receipt: Complaints received via email at [email protected], carrier complaint routing, or regulatory referral
- Acknowledgment: Complainant receives acknowledgment within 2 business days
- Investigation: We review the associated account, message logs, and suppression records
- Resolution: Complaint is resolved within 10 business days of receipt, including immediate suppression of the complainant's number if not already suppressed
- Action: If a customer account is found to be sending non-compliant messages, the account is suspended pending review
Repeat complaints against a single customer account may result in permanent termination without refund.
7 Voice Call Compliance
Voice agent calls made through the platform are subject to the same TCPA requirements as SMS. Additional voice-specific policies:
- All calls made by AI voice agents must comply with applicable federal and state call recording disclosure laws
- Quiet hours enforcement applies to voice calls in addition to SMS
- AI-generated voice calls to consumers without prior express consent are prohibited
- Calls to numbers on the National Do Not Call (DNC) Registry are prohibited without an established business relationship and prior consent
8 Contact & Reporting
For TCPA compliance questions, to report an unwanted message, or to submit a consumer complaint:
You may also file complaints with the FCC at consumercomplaints.fcc.gov or the FTC at reportfraud.ftc.gov.