Compliance
Built to be trusted, not just to work.
How LiveHelm handles carrier registration, opt-outs, call recording, and what the AI is and isn't allowed to say.
Carrier registration (A2P 10DLC)
Outbound text messages only ever go out once a business’s number is approved through the carrier registration process required for business texting in the US (A2P 10DLC). LiveHelm will not send unregistered or unapproved text traffic, even temporarily. During the review window, voice answering and call capture work fully on their own -- the phone side of the product doesn’t depend on texting being enabled.
Opt-outs (STOP)
Replying STOP is honored automatically by the carrier and independently tracked inside LiveHelm. Once someone opts out, no path in the product can text them again -- permanently.
Call recording
Calls are recorded, transcribed, and logged so nothing about how a request was handled is invisible. Where required by law -- including California’s two-party consent rule -- a recording disclosure plays at the start of the call. The business using LiveHelm is responsible for configuring and honoring the disclosure requirements that apply to it.
What the AI will and won’t do
The AI never invents a price and never promises a specific arrival time. Anything outside what it’s configured to say is escalated to a person rather than guessed at. Conversation state -- what’s been asked, offered, and confirmed -- is tracked explicitly, so it can’t lose the thread or contradict itself mid-conversation.
Every interaction is logged
Calls and messages are logged before they’re processed and are safe to retry without creating duplicates. If something fails permanently, it doesn’t fail silently.
Full opt-in/opt-out language lives on the messaging terms page.
Compliance questions
What happens if a customer replies STOP?
Replying STOP is honored automatically by the carrier and independently tracked inside LiveHelm. Once someone opts out, no path in the product can text them again -- permanently.
Is call recording legal?
Calls are recorded, transcribed, and logged so nothing about how a request was handled is invisible. Where required by law -- including California’s two-party consent rule -- a recording disclosure plays at the start of the call. The business using LiveHelm is responsible for configuring and honoring the disclosure requirements that apply to it.
Can text messages go out before carrier approval?
Outbound text messages only ever go out once a business’s number is approved through the carrier registration process required for business texting in the US (A2P 10DLC). LiveHelm will not send unregistered or unapproved text traffic, even temporarily. During the review window, voice answering and call capture work fully on their own -- the phone side of the product doesn’t depend on texting being enabled.
What stops the AI from making something up?
The AI never invents a price and never promises a specific arrival time. Anything outside what it’s configured to say is escalated to a person rather than guessed at. Conversation state -- what’s been asked, offered, and confirmed -- is tracked explicitly, so it can’t lose the thread or contradict itself mid-conversation.