SMS Messaging Terms

What is CollisionIQ

CollisionIQ is a communication intelligence platform used by collision repair shops to keep customers informed throughout the vehicle repair process. CollisionIQ sends automated SMS messages on behalf of the repair shop handling the customer's vehicle.

Messages are sent from a dedicated phone number assigned to the shop through Twilio. The repair shop is the business of record. CollisionIQ is the technology platform facilitating the communication.

How Customer Consent is Collected

Customer consent is collected at the time of vehicle check-in by the service advisor at the collision repair shop. The process is as follows:

• The service advisor opens the CollisionIQ Vehicle Check-In form on their device.
• The advisor enters the customer's mobile phone number into the form.
• Before the check-in can be completed, the advisor must check a consent checkbox confirming that the customer has agreed to receive text messages.
• The checkbox is unchecked by default. The advisor cannot submit the form without actively checking it.
• The consent timestamp is recorded and stored in the system at the moment of check-in.

The checkbox is unchecked by default. Active advisor confirmation is required before any message is sent. No pre-checked boxes are used at any point in the opt-in process.

Types of Messages Customers Receive

Customers who have consented may receive the following types of SMS messages:

• Welcome message confirming their vehicle has been checked in
• Repair stage updates as the vehicle moves through the repair process
• Scheduled status updates sent on Monday, Wednesday, and Friday
• Pickup notification when the vehicle is ready
• Post-delivery follow-up and satisfaction check-in
• Google review request after a successful delivery

All messages reference the customer by first name and include the specific vehicle make and model. Messages are sent in English or Spanish based on the customer's language preference set at check-in.

Message Frequency and Rates

Message frequency varies depending on the repair timeline and vehicle status. Customers typically receive between 3 and 12 messages per repair. Scheduled updates go out on Monday, Wednesday, and Friday during the active repair period. Additional messages may be sent when the vehicle changes stages or reaches key milestones.

Message and data rates may apply depending on the customer's mobile carrier and plan.

How to Opt Out

Customers can opt out of receiving SMS messages at any time by replying STOP to any message. Upon receiving a STOP reply, all automated messages to that customer will cease immediately. No further messages will be sent unless the customer provides new consent.

Customers may also contact the repair shop directly to request removal from SMS communications.

Business Hours and Timing

CollisionIQ only sends messages during the repair shop's configured business hours. Messages are never sent before 8 AM or after 9 PM in the customer's local time zone, in compliance with TCPA requirements. If a message is triggered outside of business hours it is held and delivered at the start of the next business day.

Privacy and Data

Customer phone numbers and consent records are stored securely and used only for the purpose of sending vehicle repair status updates on behalf of the repair shop. Phone numbers are never sold, shared with third parties, or used for marketing unrelated to the vehicle repair.

For full details on how data is collected and used, see our Privacy Policy and Terms of Service.

Contact

For questions about SMS messaging or to request removal from communications, contact CollisionIQ at:

john@collisioniq.app

CollisionIQ™ LLC. Veteran Owned.