When a customer calls in to request service, our team ensures they are offered the option to receive SMS updates and notifications via Twilio. During this initial service call, our representatives clearly explain the benefits of receiving text messages, such as appointment reminders, service updates, and special offers. If the customer expresses their consent to receive these text messages, their preference is meticulously recorded in their account file. This documented opt-in serves as their explicit agreement to receive communications from us through the Twilio platform.