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SMS Communications - User Opt-In & Consent

Outermind provides bidirectional SMS messaging between business users and their AI agents. Users can receive real-time notifications, approval requests, and task updates via text message, and reply directly to provide instructions, approve actions, or request information - all without logging into the web application.

This page covers the complete SMS communications flow: administrator setup, user opt-in and consent, message types and frequency, opt-out mechanisms, and data privacy.

Overview​

SMS communications in Outermind follow a two-step enablement process:

  1. IT Administrator configures an SMS provider (Azure Communication Services or Twilio) in the Build Hub
  2. Individual users opt in to SMS on their agent's settings page, providing their phone number and explicit consent

Both steps must be completed before any SMS messages are sent. Users cannot receive SMS communications until they have individually opted in, even if the administrator has configured an SMS provider.

IT Admin configures           User opts in on               Agent sends/receives
SMS provider                  settings page                 SMS messages
       |                            |                              |
       v                            v                              v
+-----------------+       +---------------------+       +---------------------+
| Build Hub >     |       | Enter phone number  |       | Task updates,       |
| Connections >   |  -->  | Review consent terms |  -->  | approval requests,  |
| ACS SMS or      |       | Check consent box    |       | status alerts,      |
| Twilio          |       | Click "Enable SMS"  |       | and replies         |
+-----------------+       +---------------------+       +---------------------+
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SMS communications are available to users with a Personal Assistant or AI Chief of Staff (CAIOO). The opt-in process is the same for both agent types, accessed from their respective settings pages.

Step 1: Administrator Setup​

Before users can opt in to SMS, an IT administrator must configure an SMS communications provider in the Build Hub. Outermind supports two providers:

Azure Communication Services (ACS)​

Connect your organization's Azure Communication Services resource to enable SMS capabilities.

  1. Navigate to Build > Connections > ACS SMS
  2. Enter your ACS connection string and phone number
  3. Assign the connection to an agent
  4. Configure Event Grid for inbound message delivery

For full ACS setup instructions, see Azure Communication Services SMS Integration.

Twilio​

Connect your organization's Twilio account for SMS and additional communications tools.

  1. Navigate to Build > Connections > Twilio
  2. Enter your Twilio API Key credentials
  3. Select a default phone number for outbound SMS
  4. Assign the Twilio tool group to agents

For full Twilio setup instructions, see Twilio Communications Integration.

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The administrator must also enable Allow Autonomous Sends on the SMS provider connection before agents can send outbound messages. This is a separate safety control from user opt-in.

Step 2: User Opt-In​

Once an SMS provider is configured by an administrator, individual users can opt in to SMS communications on their agent's settings page.

Where to Find the SMS Opt-In​

Agent TypeSettings Page
Personal AssistantPA Hub > Preferences (/pa-hub/settings)
AI Chief of StaffBoardroom > Preferences (/boardroom/preferences)

SMS Communications Card​

The SMS opt-in appears as a dedicated card section on the settings page, located below the existing Communication and Notification Preferences sections.

The card contains:

  1. Phone Number Input - Enter your mobile phone number in standard format (e.g., (555) 123-4567 or +15551234567). The system normalizes all entries to E.164 format.

  2. Consent Checkbox - You must check the consent box to enable SMS. The consent text reads:

I agree to receive SMS messages from my AI agent at the phone number provided above.

By checking this box, I consent to receive automated text messages from my Outermind AI agent, including task notifications, status updates, approval requests, and responses to my messages. Message frequency varies based on agent activity. Message and data rates may apply.

Reply STOP to any message to opt out at any time. Reply HELP for support information. For questions, contact your organization's IT administrator or visit our Privacy Policy.

Consent is not a condition of using Outermind. You may use all platform features without enabling SMS.

  1. Enable SMS Button - After entering your phone number and checking the consent box, click Enable SMS to activate bidirectional SMS messaging with your agent.

What Happens After Opt-In​

After enabling SMS:

  • Your agent will send a welcome message confirming SMS is active: "SMS enabled! You can now communicate with your AI agent via text. Reply STOP to opt out at any time, or HELP for assistance."
  • Your phone number is stored securely and associated with your user account
  • The SMS Communications card updates to show your active phone number and options to update or disable SMS
  • You can immediately begin sending text messages to your agent and receiving notifications

Verification​

After opting in, you can verify SMS is working:

  1. Send a text message to your agent's phone number (shown on the settings page after opt-in)
  2. Your agent will process the message and respond via SMS
  3. Check Monitor > Agent Executions in the admin console to see the SMS-triggered execution

Message Types and Frequency​

Your AI agent may send you the following types of SMS messages:

Message TypeDescriptionFrequency
Task NotificationsUpdates on task progress, completions, and blockersAs tasks progress
Approval RequestsRequests for your approval on agent actionsAs needed
Status AlertsImportant status changes requiring attentionAs events occur
Scheduled UpdatesDaily briefs or check-in summaries (if configured)Per your schedule
RepliesDirect responses to messages you send to the agentWhen you text the agent

Estimated frequency: Message volume varies based on your agent's configuration and activity level. Most users receive between 2-15 messages per day during business hours. You control notification frequency through your agent's notification preferences.

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SMS messages are limited to 160 characters per segment. Longer messages may be split across multiple segments by your carrier. Your agent is configured to keep messages concise and within standard SMS length.

Opt-Out​

You can opt out of SMS communications at any time using any of these methods:

Reply STOP​

Reply STOP to any SMS message from your agent. You will receive a confirmation message: "You have been unsubscribed from Outermind SMS notifications. You will no longer receive text messages. Reply START to re-subscribe."

Reply HELP​

Reply HELP to any SMS message to receive support information: "Outermind AI Agent SMS - For help, contact your IT administrator or visit outermind.ai/support. Reply STOP to unsubscribe."

In-App Settings​

  1. Navigate to your agent's settings page (PA Hub > Preferences or Boardroom > Preferences)
  2. In the SMS Communications card, click Disable SMS
  3. Confirm the dialog to immediately stop all SMS communications

Standard Opt-Out Keywords​

The following keywords are recognized and processed automatically when sent as a reply:

KeywordAction
STOPImmediately opts you out of all SMS messages
STOP ALLSame as STOP
UNSUBSCRIBESame as STOP
CANCELSame as STOP
ENDSame as STOP
QUITSame as STOP
STARTRe-subscribes you to SMS messages
HELPReturns support and opt-out information
INFOSame as HELP

After opting out via SMS keyword, the SMS Communications card on your settings page will reflect the change and show SMS as disabled.

Re-Subscribing​

If you previously opted out, you can re-subscribe:

  • Via SMS: Reply START to the agent's phone number
  • Via Settings: Return to the SMS Communications card on your settings page, confirm your phone number, re-check the consent box, and click Enable SMS

Re-subscribing requires the same explicit consent as the initial opt-in.

Data Privacy​

What Data Is Stored​

DataStorageRetention
Phone numberEncrypted at rest (AES-256-CBC) in tenant databaseUntil user disables SMS or account is deleted
Consent recordTenant database with timestampRetained for compliance audit trail
Message historyAzure Table Storage, per conversationIndefinite, scoped to tenant
Opt-in/opt-out eventsAudit logPer tenant retention policy

Security Controls​

  • Encryption: Phone numbers are encrypted at rest using your tenant's encryption key
  • Tenant isolation: All SMS data is strictly scoped to your tenant via TenantId. Cross-tenant data access is not possible.
  • No sharing: Phone numbers and message content are never shared with third parties beyond the SMS delivery provider (ACS or Twilio)
  • Audit trail: All opt-in, opt-out, and message events are logged for compliance
  • Access control: Only the user and tenant administrators can view or modify SMS preferences

Compliance​

Outermind's SMS communications are designed to comply with:

  • TCPA (Telephone Consumer Protection Act) - Explicit opt-in consent required before any messages are sent
  • CTIA Messaging Principles - Support for STOP/HELP keywords, consent documentation, and message frequency disclosure
  • CAN-SPAM - Clear identification of message sender and opt-out mechanism in every message
  • GDPR (where applicable) - Consent records maintained, right to erasure supported via opt-out and account deletion

Frequently Asked Questions​

Can I use SMS without enabling it?​

No. SMS is entirely opt-in. You must provide your phone number and explicit consent before any messages are sent or received. All platform features remain fully available without SMS enabled.

Does SMS cost me anything?​

Standard message and data rates from your mobile carrier may apply. Outermind does not charge users for SMS messages. Messaging costs for the SMS provider (ACS or Twilio) are billed to your organization's account.

Can my employer see my SMS messages?​

Your IT administrator can view agent execution logs, which include the content of messages processed by your agent. This is the same visibility they have for email-based agent interactions.

What if I change my phone number?​

Navigate to your agent's settings page, update your phone number in the SMS Communications card, and save. The new number takes effect immediately.

Can I receive SMS from multiple agents?​

Each agent has its own SMS configuration. If you have both a Personal Assistant and access to the AI Chief of Staff, you can enable SMS for each independently. Each agent uses its own phone number for sending.

What happens if the SMS provider is disconnected?​

If your IT administrator disconnects the SMS provider, all SMS communications stop immediately. Your opt-in preference is retained so that SMS resumes automatically if the provider is reconnected.