ProTow
SMS Consent

How text-message consent is collected

Towing and roadside-assistance companies that use ProTow ask each caller, during the service call, whether they want text updates about their request. Texts are sent only to callers who say yes.

When consent is asked

Consent is asked as the last question of a completed service call, after the caller has confirmed the details of their request. It is always its own separate question. Confirming the request, or giving a phone number, is never treated as agreement to receive texts.

The question is asked in one of two ways:

  • By the automated phone assistant that answers the towing company’s ProTow number.
  • By the towing company’s staff when they take a call themselves and enter the job in the Company Console. They read the caller the same question and record the caller’s own answer. Staff cannot agree to texts on the caller’s behalf.

The consent question

Consent script · English
“For text updates from [Towing company name], message frequency varies; message and data rates may apply. Reply STOP to opt out, HELP for help. Can we text you updates about this request?”

[Towing company name] stands for the real name of the towing or roadside-assistance company the caller contacted. The question is always asked with that company’s actual name, as in the example call below: “For text updates from Example Towing, …”.

If the answer is unclear, the phone assistant asks once more: “Just to check, would you like text messages about this request? Please say yes or no.” If it is still unclear, no texts are sent.

Example call

Illustration The end of a call, using an example company name. This is not a recording or transcript of a real call or customer.

Phone assistant…and the vehicle is going to the address you gave. Is everything correct?

CallerYes.

Phone assistantFor text updates from Example Towing, message frequency varies; message and data rates may apply. Reply STOP to opt out, HELP for help. Can we text you updates about this request?

CallerYes, please.

Phone assistantThank you. I’ll send these details to you and the driver.

A caller who says no hears “Thank you. I’ll send these details to the driver.” Their request continues exactly the same, without texts.

How the answer is recorded

ProTow records each answer for the towing company and the caller’s phone number. The record shows:

  • whether the caller said yes or no, or that the answer was unclear or not obtained;
  • when the answer was given;
  • whether it was given to the phone assistant or recorded by staff;
  • which version of the question was asked, and in which language;
  • a reference to the call or, when staff record it, the job and the staff member who recorded it.

A customer is texted only when the most recent answer recorded for that company and number is yes, and never after they have replied STOP.

The Company Console's Add Job form, section titled 'Text messages: the customer's answer'. It tells staff to read the question to the customer and record what they said, noting they cannot agree to texts for the customer. It shows the consent question for Example Towing, three choices (Customer said YES, Customer said NO, and Not answered / not asked, which is selected), and the note: No texts are sent to this customer unless they said yes. Saying no never affects the service.
Company Console, Add Job: the question staff read to the caller and the answer they record. Screenshot from a test environment with an example company name. It is not a real customer record.

The first text

A caller who said yes receives a first text that names the towing company and repeats the frequency, rates and STOP/HELP information:

Example The company name and reference number are illustrative.

Example Towing Ref: AB12CD We'll text updates about this service request. Msg frequency varies. Msg & data rates may apply. Reply STOP to opt out, HELP for help.

What the caller is agreeing to

  • Who sends the texts. The towing or roadside-assistance company the caller contacted sends the texts, and each text identifies it by its actual name. ProTow is the software platform that company uses.
  • What the texts are. Updates about the caller’s own request only: for example a confirmation and reference number, a link to share an exact location or upload photos or video of the vehicle, the driver’s estimated arrival time, and a link to the invoice or receipt. No marketing messages are sent.
  • Consent is optional. The caller can say no. Saying no does not prevent the caller from receiving towing or roadside service.
  • Frequency and rates. Message frequency varies with the request. Message and data rates may apply.
  • Stopping texts. Replying STOP to any text stops further texts from that company. Replying HELP returns a short message identifying the company, explaining how to stop texts and giving the company’s phone number for help.

Related terms

Message frequency, rates, opt-out and help are explained in the SMS Terms. How information is handled is explained in the ProTow Privacy Policy.

SMS Terms Privacy Policy

Questions about this consent process can be sent to ProTow at info@protow.ai.