Set Up the In-Conversation Notice for SMS and WhatsApp

SMS and WhatsApp chats don't have a widget where guests can read your consent or privacy text. The In-Conversation Notice fixes that: your Agent sends your own text as a message, right before its first reply in every new SMS or WhatsApp Conversation. You write the text once in your Organization settings, then switch it on for each Channel that should send it.

The notice helps you:

• Tell SMS and WhatsApp guests that they're chatting with an AI assistant.
• Share your privacy information and a link to your policy at the start of every chat.
• Meet the disclosure rules that apply to messaging in your region.
• Reach guests in their own language, with one version per language.

How It Works

When a guest writes to one of your SMS or WhatsApp numbers, your Agent sends the notice first, then its reply. The guest gets the notice once per Conversation, word for word as you wrote it.

A few things to know:

• Your Agent doesn't see the notice. It never reads it, so the text can't change how your Agent answers.
• It doesn't count as an interaction. The notice doesn't use up your interaction volume.
• It goes out only when the guest writes first. Conversations that your Agent starts with an outreach message don't get the notice.
• Web chat, email, and voice aren't affected. Your web chat already shows the AI Disclaimer and GDPR Notice in the widget.

Setup takes two steps: write the text, then switch it on per Channel.

Step 1: Write Your Notice

The notice lives in your Organization settings, next to the AI Disclaimer and GDPR Notice.

1. Open your Organization settings.
2. Select the Chat Settings tab.
3. Find the Consent section.
4. Pick a language from the Language dropdown.
5. Write your text in In-conversation notice.
6. Click Save.

Keep these rules in mind:

• Plain text only. SMS and WhatsApp show the text as is, so there's no formatting toolbar. Don't use * or backticks.
• Write links out in full, for example https://www.yourhotel.com/privacy. Guests can tap them in their messaging app.
• Up to 1,600 characters per language. The counter below the field turns red when you go over, and you can't save until you shorten the text.

You need permission to manage your Organization settings to edit the notice.

Step 2: Switch It On for a Channel

The notice goes out only on the Channels you choose. It's off for every Channel until you switch it on.

1. Open Agents and select the Agent.
2. Go to its Channels page.
3. Find the SMS or WhatsApp number that should send the notice.
4. Turn on Send the in-conversation notice.

Repeat this for each number. If the switch is grayed out, your Organization has no notice text yet. Write it first (see Step 1).

Add Your Notice in Other Languages

You can write a version for each language your guests use: English, German, French, Portuguese, Italian, Spanish, Dutch, Danish, Polish, and Hebrew.

1. In the Consent section, pick another language from the Language dropdown.
2. Write the notice for that language.
3. Click Save, then repeat for each language you need.

Your Agent picks the version in the language of the guest's first message. If you haven't written that language, it uses the guest's profile language, then your Agent's language, then English. If none of those exist, it sends the first version you wrote, so every guest always gets a notice.

See the Notice in a Conversation

In Conversations, the notice shows in the transcript with the label Compliance notice, so you can tell it apart from your Agent's replies.

Change or Remove the Notice

To change the text, edit it in the Consent section and click Save. New Conversations get the new text.

To remove a language, clear its text and click Save. If you remove the last language while Channels still send the notice, a dialog lists those Channels and asks you to confirm with Remove notice and save. After that, those Channels send no notice until you add a text again. Their switches stay on and show a warning, so you can spot them later.

To stop one Channel from sending the notice, turn off its Send the in-conversation notice switch.

Good to Know

• Conversations that were already open when you switched the notice on get it with the guest's next message, if they haven't had one yet.
• When a guest types /reset to start over, the new Conversation gets the notice with the guest's next message.
• You're responsible for the content of your notice and for any legal requirements that apply to it.

What's Next

With the notice in place, finish your consent setup and review the rest of your Agent:

• Set Up the AI Disclaimer and GDPR Notice -- add the consent messages guests see in the web chat
• Agent Settings to Review Before Going Live -- run through the pre-launch checklist