In addition to Zoom’s terms, notices, and policies posted on the Zoom website that govern your use of Zoom’s Services, your use of Zoom Phone and/or Zoom Contact Center to send and receive text messages using SMS and/or MMS (the “Text Messaging Service”) is subject to this Zoom Phone and Contact Center Text Messaging Policy (the “Policy”).
“Text Messages” means SMS (“Short Message Service”), MMS (“Multimedia Message Service”), RCS (“Rich Communication Services”), and OTT (“over-the-top”) messages.
- Text Messaging Service; Delivery. The Text Messaging Service is provided on an “as is” basis. Zoom uses third-party messaging providers and carriers to deliver text messages to intended recipients. The Text Messaging Service may not be supported on all devices or by all wireless providers and may not be available in all areas. Delivery of text messages is subject to network availability and transmission limitations, and Zoom does not guarantee that messages will be delivered or delivered within any particular time. Zoom is not responsible for delayed or undelivered messages.
- Compliance with Applicable Laws. Zoom makes no representation that Your adherence to the requirements of this Policy will also ensure compliance with applicable laws. You are responsible for ensuring Your use of the Text Messaging Service complies with applicable laws.
- If you make the Text Messaging Service available through your own platform, application, or service, you must require your users to comply with this Policy and applicable laws. Zoom has no relationship with, and no obligation to, your users or any other downstream recipients of your services.
Messaging Rules and Requirements - Campaign Registry (U.S.). If you send text messages to recipients in the United States using 10DLC numbers, you must complete applicable Campaign Registry registration through the Zoom Admin portal. U.S. wireless carriers require such registration for A2P (application-to-person) messaging, and may block, filter, or otherwise restrict unregistered or non-compliant traffic.
Failure to register or to comply with carrier-imposed requirements, including message volume limits, may result in blocking, throttling, suspension of sending numbers or campaigns, or suspension of your Zoom account. - Campaign Registry (Other Jurisdictions). If applicable laws or carrier requirements in any jurisdiction require registration or approval to send text messages, you must complete such registration or approval before sending messages to recipients in that jurisdiction. Failure to do so may result in blocking, filtering, or other delivery restrictions by carriers or regulators.
- Sender ID Registration. If applicable laws or carrier requirements in any jurisdiction require registration, approval, or authorization to use a sender ID (including numeric or alphanumeric sender IDs) or to send commercial electronic messages, you must satisfy those requirements before sending messages to recipients in that jurisdiction. Failure to do so may result in blocking, filtering, or other delivery restrictions.
- Consent. You must obtain all consents required under applicable laws and carrier requirements before sending text messages using the Text Messaging Service. The consent must cover the type of messages you intend to send and must be associated with the specific sender and purpose for which it was obtained.
Consent is not transferable and may not be bought, sold, or shared. You may not rely on consent obtained for another sender, brand, or purpose. You must send messages only to the phone number for which consent was provided.
If you collect consent on behalf of a third party, you must clearly identify that third party and ensure the consent applies only to communications from that third party. If you use the Text Messaging Service within your own application or service, you must require your users to comply with these same requirements. - Consent Records. You must maintain records of consent as required by applicable laws. Zoom or its service providers may request proof of consent at any time.
- Sender Identification. You must clearly and accurately identify the sender in each text message, to the extent required by applicable laws and carrier requirements.
- Opt-Out. Recipients must be able to revoke consent and opt out of receiving future text messages through reasonable means. Where required by applicable laws or carrier requirements, you must support recognized opt-out keywords (such as STOP or equivalent) and provide clear opt-out instructions. You must honor opt-out requests promptly and must not attempt to evade or circumvent such requests.
- Self-Exclusion and Suppression Requirements. If applicable laws or industry requirements in any jurisdiction require suppression of messaging to recipients on self-exclusion or similar registries, you must comply with those requirements and must not send messages to such recipients.
- Prohibited Messaging Techniques. You must not use the Text Messaging Service to evade or circumvent applicable laws, carrier requirements, or this Policy. Prohibited practices include: spoofing or use of misleading sender identification; snowshoeing or distributing similar messages across multiple numbers to evade detection; use of techniques intended to bypass filtering or detection systems, including deceptive or obfuscated content; use of URL shorteners or redirects to obscure destination links, where such use is restricted by applicable laws or carrier requirements; masking or withholding calling line identification (CLI) where prohibited.
- Embedded Phone Numbers. Text messages must not include phone numbers that are misleading, unassigned, or intended to obscure the identity of the sender. If a phone number is included in a message, the sender must be clearly and accurately identified in connection with that number.
- Sender ID Use. You must not use alphanumeric or other sender IDs in a manner that is misleading, deceptive, or in violation of applicable laws or carrier requirements. Where registration, authorization, or approval is required to use a sender ID, you must obtain such approval before sending messages.
Acceptable Use Requirement and Content Restrictions - Acceptable Use Requirement. You must comply with Zoom’s Acceptable Use Policy in connection with your use of the Text Messaging Service. You must not use the Text Messaging Service for any unlawful, abusive, harmful, fraudulent, or deceptive purpose, or in any manner that interferes with, disrupts, or damages the Text Messaging Service, Zoom’s network, or other users.
- Prohibited and Disallowed Content. You must not use the Text Messaging Service to send content that is illegal, fraudulent, harmful, misleading, abusive, deceptive, or otherwise prohibited by applicable laws, carrier requirements, or this Policy, even if a recipient has provided consent. Prohibited content includes, for example:
- high-risk financial services, including deceptive lending offers, payday loans, non-direct lending, debt collection, debt relief, debt reduction, and credit repair services;
- illegal substances, illegal prescriptions, or cannabis, CBD, or related products where prohibited;
- gambling, sweepstakes, or other age-restricted content where prohibited;
- deceptive lead generation or the collection of recipient information for sharing with third parties without proper disclosure and consent;
- deceptive or misleading work-from-home, recruiting, or investment opportunities;
- phishing, smishing, malware, viruses, fraudulent messages, or other malicious content;
- hate speech, harassment, exploitative or abusive content, or content promoting violence or criminal activity; and
- content designed to evade carrier, platform, or regulatory detection, filtering, or enforcement mechanisms.
- Age-Restricted Content. Where you send age-restricted content, you must comply with applicable laws and carrier requirements, including any age-verification or age-gating requirements. You must not use the Text Messaging Service to send age-restricted content where prohibited.
- Fraud and Scam Prevention. If Zoom reasonably suspects that you are using the Text Messaging Service to send fraudulent, deceptive, or scam messages, Zoom may investigate such activity, share relevant information with service providers or regulators, block messages, or suspend or terminate your access to the Text Messaging Service.
Privacy and Security - Privacy and Security. Information and content transmitted through the Text Messaging Service are subject to Zoom’s Privacy Statement. The Text Messaging Service relies on third-party networks and systems not controlled by Zoom, and transmissions may not be secure. You are responsible for implementing appropriate safeguards for your use of the Text Messaging Service.
Enforcement and Penalties - Zoom may suspend or terminate your access to the Text Messaging Service for violations of this Policy or other applicable Zoom terms.
- Wireless carriers and other service providers may impose fees, penalties, or restrictions in connection with your use of the Text Messaging Service. To the extent such fees or penalties are assessed to Zoom as a result of your use, Zoom may pass those charges through to you.
- No Liability. Zoom is not responsible for delays, delivery failures, or service restrictions caused by third-party networks, wireless providers, carriers, or other service providers. You are solely responsible for the content of the text messages you send using the Text Messaging Service.
- Zoom may terminate or discontinue the Text Messaging Service, in whole or in part, at any time
- Policy Updates. Zoom may revise this Policy at any time by publishing changes on its website.