Communications & Messaging Terms

01Who Is Communicating With You

JourneyGuru is a communications and outcome-orchestration platform. Because of this, communications delivered using JourneyGuru may originate from JourneyGuru itself or from another organization using JourneyGuru.

A “JourneyGuru Communication” is a communication in which JourneyGuru is the sender. Examples may include JourneyGuru demo communications, requested product information, account or service notifications, support communications, event communications, and JourneyGuru marketing.

A “Customer Communication” is a communication sent by or on behalf of a JourneyGuru Customer, such as a business communicating with its own customers, applicants, users, members, borrowers, prospects, employees, or other authorized recipients.

A “Demo Communication” is a communication sent as part of a JourneyGuru demonstration, trial, proof of concept, testing experience, or similar environment.

When a Customer Communication identifies another business or organization as the sender, that organization is responsible for the communication program, communication purpose, recipient relationship, and any permissions or legal basis necessary to communicate with you.

JourneyGuru provides technology that may help that organization orchestrate, transmit, receive, route, personalize, manage, analyze, automate, or retain those communications.

The fact that a telephone number, caller ID, sender identity, email infrastructure, WhatsApp sender, RCS agent, push service, or other communications resource is technically provided or managed through JourneyGuru does not by itself make JourneyGuru the sender of a Customer Communication.

Where another organization is identified as the sender, you should also review that organization's privacy policy and communications terms.

02Supported Communication Channels

JourneyGuru may support communications through:

• Email
• SMS
• MMS
• RCS
• WhatsApp
• Voice
• Mobile push notifications
• Web push notifications
• Web chat
• Other communications channels that JourneyGuru may support in the future

Permission to communicate through one channel does not automatically authorize communications through every other channel.

Where required by applicable law, provider policy, industry standards, or JourneyGuru policy, permission must be appropriate for the sender, communication channel, communication purpose, and applicable category of communication before communication is initiated.

JourneyGuru may distinguish between transactional, informational, service-related, conversational, and promotional or marketing communications.

03Consent and Communication Preferences

Where consent is required, consent should be voluntary, informed, and associated with the organization sending the communication and the type of communication the recipient agreed to receive.

Providing a telephone number, email address, device identifier, WhatsApp account, or other contact identifier does not by itself necessarily constitute permission to receive recurring promotional communications.

Where JourneyGuru requests permission to send recurring marketing communications, the permission request may be presented separately from actions such as:

• submitting a form
• requesting a demo
• creating an account
• completing a transaction
• requesting support
• accepting required terms

Consent to promotional communications is not a condition of purchasing JourneyGuru products or services unless expressly permitted by applicable law.

A recipient may withdraw consent or modify communication preferences through the mechanisms described in these Messaging Terms or presented within an applicable communication.

Permission may need to be renewed or reconfirmed where required or appropriate, including where:

• significant time has passed
• the sender changes
• the communication purpose changes materially
• the communication channel changes
• applicable requirements change

An update to these Messaging Terms does not itself expand the scope of communication consent previously provided.

04JourneyGuru Demo Communications

If you voluntarily provide contact information to participate in a JourneyGuru demo, trial, test, proof-of-concept, or similar experience, you authorize JourneyGuru to provide the communications reasonably necessary to deliver the requested experience through the channels you expressly select or activate.

For example, a JourneyGuru demo may allow you to:

• receive an SMS
• experience an RCS interaction
• receive a WhatsApp message
• receive an email
• receive a voice call
• interact with an AI-powered voice agent
• receive a push notification
• continue an interaction through web chat

Participation in a JourneyGuru demo does not by itself constitute consent to receive recurring JourneyGuru promotional communications after the requested demo has concluded.

If JourneyGuru wishes to enroll a participant in recurring marketing communications, separate permission may be requested where appropriate.

Demo Communications may use JourneyGuru-owned or JourneyGuru-controlled:

• telephone numbers
• caller IDs
• messaging services
• email domains
• WhatsApp senders
• RCS agents
• voice infrastructure
• push services
• communication provider accounts

Demo Communications may contain fictional, simulated, AI-generated, or illustrative information designed to demonstrate JourneyGuru functionality.

Unless expressly identified otherwise, Demo Communications should not be interpreted as an actual:

• financial offer
• credit decision
• lending decision
• account notification
• payment obligation
• healthcare instruction
• legal instruction
• emergency notification
• other real-world transaction or determination

Only provide a telephone number, email address, WhatsApp account, device, or other communications endpoint that belongs to you or that you are authorized to use.

Do not provide sensitive financial, medical, authentication, identity, or confidential information into a demonstration environment unless JourneyGuru expressly indicates that the environment has been configured to handle such information.

JourneyGuru may change, retire, or reassign demo numbers and sender identities.

Demo numbers should not be treated as permanent JourneyGuru support or emergency-contact numbers.

05JourneyGuru Sales and Marketing Communications

If you request information from JourneyGuru, submit a sales inquiry, schedule a demo, contact our team, or otherwise ask JourneyGuru to communicate with you, JourneyGuru may respond to that request using the contact information you provide.

Responding to an inquiry does not automatically enroll a recipient in every JourneyGuru marketing channel or recurring marketing program.

JourneyGuru may separately offer subscriptions for communications such as:

• product announcements
• educational content
• JourneyGuru resources
• event invitations
• newsletters
• product updates
• offers
• other promotional communications

Communication preferences may vary by channel.

For example, unsubscribing from promotional email does not necessarily prevent delivery of necessary account or service communications.

06Email Communications

JourneyGuru may send transactional, informational, service-related, requested, support, or promotional email communications.

JourneyGuru promotional emails should clearly identify JourneyGuru as the sender and provide an accessible mechanism for unsubscribing.

Recipients may unsubscribe from JourneyGuru marketing email using the unsubscribe mechanism in the applicable email or another preference-management option JourneyGuru provides.

Unsubscribing from promotional email does not necessarily prevent JourneyGuru from sending non-promotional emails reasonably necessary to:

• administer an account
• provide requested services
• respond to a request
• provide security information
• provide legally required notices
• complete an interaction initiated by the recipient

When JourneyGuru sends email communications on behalf of a Customer, that Customer is responsible for its recipient relationship, sender identity, message content, permissions, and applicable communication requirements.

07SMS and MMS Communications

If you expressly enroll in a JourneyGuru SMS or MMS program, you authorize JourneyGuru to send text messages to the mobile number you provide concerning the program for which you enrolled.

Messages may be delivered using automated technology.

Message frequency varies.

Message and data rates may apply.

Your wireless carrier's standard message and data charges may apply according to your service plan.

To stop recurring JourneyGuru SMS or MMS communications, reply STOP to the applicable message.

JourneyGuru may also recognize other supported opt-out commands or reasonable requests indicating that messaging should stop.

After processing an opt-out request, JourneyGuru may send a final non-promotional message confirming that the request has been processed where permitted.

For help, reply HELP or use JourneyGuru's published support contact information.

Where permitted, a recipient may subsequently provide new affirmative permission to enroll again.

Wireless carriers are not responsible for delayed or undelivered messages.

Delivery cannot be guaranteed.

08RCS Communications

JourneyGuru may support Rich Communication Services (“RCS”), which can provide branded and interactive communications through compatible messaging applications.

RCS communications may include:

• text
• images
• rich cards
• buttons
• suggested responses
• suggested actions
• branded sender information
• delivery information
• other supported interactive functionality

Where supported, interactions with an RCS communication may generate engagement events including delivery status, read status, responses, selections, or other actions.

These events may be processed through JourneyGuru and made available to the applicable sender.

Recipients may opt out of recurring JourneyGuru RCS communications through applicable unsubscribe functionality, supported opt-out commands, or another available preference method.

Where RCS is unavailable, a sender may configure another communications channel as a fallback only where that sender possesses the appropriate permission or other basis to communicate through that alternative channel.

Permission for RCS does not automatically constitute permission for SMS, WhatsApp, Voice, or another communications channel.

09WhatsApp Communications

JourneyGuru may communicate through the WhatsApp Business Platform where the recipient has requested, initiated, or otherwise appropriately authorized the applicable WhatsApp communication.

JourneyGuru may use approved WhatsApp message templates where required.

Permission to receive SMS, email, RCS, Voice, push notifications, or another communication does not automatically constitute permission to receive WhatsApp communications.

WhatsApp communication permissions may distinguish between different categories of communication, including service-related and marketing communications.

Recipients may ask JourneyGuru to stop sending WhatsApp communications using:

• an available opt-out mechanism
• a clear message requesting communications stop
• applicable WhatsApp blocking or preference controls

Use of WhatsApp is also subject to applicable WhatsApp and Meta policies, terms, and privacy practices.

10Voice Communications

JourneyGuru may support inbound and outbound voice calls, including communications involving:

• human agents
• interactive voice response systems
• automated systems
• prerecorded audio
• text-to-speech technology
• AI-generated voice
• conversational AI voice agents
• human-assisted AI interactions
• call routing and transfers

Where JourneyGuru itself initiates a JourneyGuru Voice Communication, JourneyGuru will identify itself or otherwise provide appropriate sender identification where required.

Where a JourneyGuru Customer initiates or conducts a Customer Voice Communication, that Customer remains responsible for identifying itself as the caller and accurately representing the purpose of the call.

The technical provisioning of a telephone number or voice service through JourneyGuru does not change the identity of the organization initiating the Customer Communication.

Permission to receive SMS or other text-based communications does not automatically constitute permission to receive voice calls where separate permission is required.

Similarly, permission for a specific type of informational voice communication does not automatically authorize promotional or telemarketing voice calls.

Outbound promotional and telemarketing calls may be subject to additional requirements including:

• prior consent or prior express written consent where applicable
• Do Not Call requirements
• calling-hour restrictions
• caller identification requirements
• disclosure requirements
• opt-out requirements
• internal suppression requirements
• federal, state, local, and international communications laws

JourneyGuru and JourneyGuru Customers must honor valid requests not to receive future calls where required.

JourneyGuru Customers are responsible for ensuring that outbound calling campaigns are screened against applicable internal and external Do Not Call restrictions where required.

JourneyGuru may provide tools that assist with permissioning or suppression, but use of JourneyGuru does not eliminate the Customer's responsibilities as the caller.

Caller ID information must not be intentionally manipulated, falsified, or presented in a misleading manner.

11AI-Generated, Artificial and Prerecorded Voice

Certain JourneyGuru voice experiences may use artificial intelligence, synthesized speech, text-to-speech, prerecorded audio, or other technology capable of producing or simulating a human voice.

These capabilities may be used for purposes including:

• answering inbound calls
• conversational AI
• requested demonstrations
• customer service
• appointment or account interactions
• informational communications
• routing and triage
• other Customer-configured Journeys

Applicable laws may impose specific consent and disclosure requirements when artificial or prerecorded voice technology is used.

Where required, the caller must obtain the appropriate consent before initiating a call using artificial, AI-generated, synthesized, or prerecorded voice.

Marketing or telemarketing calls using artificial or prerecorded voice may be subject to heightened written-consent requirements.

A JourneyGuru Customer configuring an AI Voice Journey remains responsible for determining whether its particular communication requires consent and for obtaining and maintaining that consent.

The availability of AI Voice functionality within JourneyGuru does not itself mean that a particular recipient, communication, purpose, or calling campaign is permitted.

JourneyGuru may use consent, permission, channel, policy, or other controls to prevent an AI Voice Journey from initiating where communication eligibility requirements have not been satisfied.

12Voice Recording, Transcription and Conversation Intelligence

JourneyGuru or a JourneyGuru Customer may configure eligible voice calls to be:

• recorded
• transcribed
• summarized
• analyzed
• processed through conversation intelligence
• processed by AI
• retained for quality, support, security, analytics, training, compliance, or other disclosed purposes

Call recording and transcription laws vary by jurisdiction.

Some jurisdictions may require consent from one participant, all participants, or another form of notice or authorization before a call may be recorded or transcribed.

Where disclosure or consent is required, the organization operating the call is responsible for providing the appropriate disclosure and obtaining any required permission before recording or transcription begins.

JourneyGuru Customers must configure recording and transcription functionality in a manner appropriate for the jurisdictions and use cases in which they operate.

JourneyGuru may provide technical controls that allow recording or transcription to begin, pause, resume, or stop at specified points in a Journey.

Where JourneyGuru itself records a JourneyGuru Communication, JourneyGuru will provide applicable notice or obtain permission where required.

Call recordings, transcripts, summaries, extracted information, metadata, and related conversation intelligence may constitute personal information and will be processed in accordance with the applicable Privacy Policy and contractual terms.

13Inbound Voice Calls

A recipient or user may voluntarily initiate a voice call to JourneyGuru or to a JourneyGuru Customer.

Initiating an inbound call authorizes the interaction reasonably necessary to respond to that call.

An inbound call does not by itself necessarily provide permission for unrelated recurring outbound marketing or telemarketing calls.

Where an inbound conversation needs to continue through another communications channel, the appropriate permission for that new channel should be established where required.

Identity or authentication may be required before protected, private, financial, account-specific, or other sensitive information may be disclosed.

14Push Notifications

JourneyGuru or applications powered by JourneyGuru may offer mobile or web push notifications.

Push notifications require applicable device, application, operating-system, or browser permissions.

Granting push permission allows the relevant application or website to provide notifications consistent with the permission and communication settings presented to the recipient.

Push permission may be withdrawn through applicable:

• application settings
• device settings
• browser settings
• operating-system settings
• JourneyGuru preference controls where available

Disabling push notifications does not necessarily affect Email, SMS, RCS, WhatsApp, Voice, Web Chat, or other communications for which separate permission exists.

Device tokens, push identifiers, delivery information, and engagement information may be processed as described in the applicable Privacy Policy.

15Web Chat and Conversational Experiences

JourneyGuru may provide web-based chat and conversational experiences directly or on behalf of JourneyGuru Customers.

By initiating or participating in a web-chat interaction, a user authorizes communications reasonably necessary to conduct that conversation.

Starting a web chat does not by itself enroll a user in recurring communications through:

• SMS
• Email
• WhatsApp
• RCS
• Voice
• Push
• another communications channel

If a conversation moves from web chat into another channel, any permission required for that additional channel must be established before recurring communications are initiated.

Web-chat interactions may involve:

• artificial intelligence
• automated systems
• human representatives
• or a combination of these

Where appropriate, JourneyGuru may use AI to:

• interpret messages
• maintain conversational context
• generate or recommend responses
• route conversations
• perform configured actions
• evaluate Journey state
• determine when human assistance may be appropriate

Chat content and related metadata may be processed and retained in accordance with the applicable Privacy Policy and Customer agreement.

Where identity verification or authentication is necessary before protected information can be disclosed or an action performed, the user may be required to complete an appropriate verification step.

16Customer Communications Powered by JourneyGuru

JourneyGuru Customers may use JourneyGuru to communicate with their own recipients.

Customers may use:

• communications resources provisioned through JourneyGuru
• provider accounts managed through JourneyGuru
• Customer-owned communications accounts
• third-party communications integrations connected to JourneyGuru

Regardless of technical configuration, the business identified to the recipient as the sender is responsible for establishing the appropriate recipient relationship and obtaining any consent, permission, authorization, or other lawful basis necessary to send the communication.

JourneyGuru Customers are required to:

• accurately identify themselves where applicable
• accurately describe the communication program
• obtain required recipient permission
• retain appropriate evidence of consent
• respect recipient preferences
• process valid opt-outs
• maintain appropriate Privacy and Communications Terms
• comply with applicable provider requirements
• comply with telecommunications rules
• comply with applicable industry requirements
• comply with applicable law

A JourneyGuru Customer may not rely upon consent provided solely to JourneyGuru unless the recipient has separately and validly authorized communications from that Customer.

Consent provided to one JourneyGuru Customer does not authorize communications from another JourneyGuru Customer.

JourneyGuru may provide infrastructure for collecting, recording, synchronizing, evaluating, auditing, and enforcing communication permissions, but use of those capabilities does not eliminate the Customer's responsibilities as sender or caller.

17JourneyGuru-Provisioned Numbers and Sending Identities

JourneyGuru may provision or manage:

• telephone numbers
• voice numbers
• messaging services
• email infrastructure
• RCS agents
• WhatsApp senders
• caller IDs
• other communication identities

for JourneyGuru Customers.

Technical ownership or hosting of a communications resource does not change the identity of the business conducting the communication program.

JourneyGuru may require Customers to provide accurate information needed for registration or communications compliance, which may include:

• business identity
• legal entity
• tax or registration information
• brand information
• use case
• communication purpose
• consent mechanism
• privacy policy
• communications terms
• contact information
• provider registration information

JourneyGuru may maintain separation between:

• Customers
• brands
• use cases
• regulatory registrations
• production environments
• sandbox/demo environments

Numbers and sending identities may be subject to:

• registration
• verification
• reputation
• throughput
• content
• geographic
• portability
• availability
• carrier
• provider
• regulatory requirements

JourneyGuru may restrict, suspend, replace, or disable a communications resource where reasonably necessary for:

• regulatory compliance
• provider requirements
• carrier requirements
• security
• fraud prevention
• recipient protection
• misuse prevention
• platform integrity

18Bring-Your-Own Communications Integrations

JourneyGuru Customers may be able to connect their own communications infrastructure.

Examples may include:

• Twilio accounts or subaccounts
• SendGrid accounts
• WhatsApp Business Accounts
• RCS configurations
• Voice infrastructure
• SIP infrastructure
• Push notification providers
• email providers
• communications APIs
• other supported services

When a Customer uses its own communications provider or account, the Customer remains responsible for its relationship with that provider and for complying with applicable provider terms and policies.

Connecting an existing:

• CRM
• contact list
• customer database
• phone-number database
• communications platform
• communications provider
• contact center
• marketing platform

to JourneyGuru does not mean every individual contained in that system has permission for every possible communication.

Imported communication-permission records should be accurate and sufficient for the:

• sender
• recipient
• channel
• purpose
• communication type

for which they are used.

JourneyGuru may receive and synchronize events including:

• opt-ins
• opt-outs
• suppression events
• Do Not Call requests
• delivery failures
• spam complaints
• unsubscribe events
• sender restrictions
• provider restrictions
• communication preferences

from connected systems where technically available.

JourneyGuru may prevent a communication from being sent where available information indicates that the communication should not occur.

19Consent, Permission and Communication Eligibility Records

JourneyGuru may maintain records concerning communications permissions and preferences.

These records may include:

• recipient identity
• sender identity
• brand
• communications program
• communications purpose
• channel
• consent state
• permission state
• legal or operational eligibility state
• source of consent
• date and time of consent
• method of consent
• applicable disclosure
• disclosure version
• opt-out date
• opt-out source
• Do Not Call status
• suppression status
• evidence or audit information

These records may be used to determine whether a recipient is eligible to receive a communication or participate in a Journey.

JourneyGuru may maintain sender-, channel-, purpose-, program-, and communication-specific preferences rather than treating consent as a single universal Boolean value.

JourneyGuru may maintain suppression controls designed to prevent communications after a valid opt-out or other disqualifying event has been received.

20Mobile Information and Communication Consent

JourneyGuru does not sell mobile telephone numbers, SMS/RCS opt-in information, voice communication consent, or messaging consent.

JourneyGuru does not share mobile telephone numbers, SMS/RCS opt-in information, voice communication consent, or messaging consent with third parties or affiliates for their own marketing or promotional purposes.

JourneyGuru may disclose communications information to communications providers, infrastructure providers, service providers, subprocessors, and other parties processing information on JourneyGuru's behalf where reasonably necessary to provide, secure, operate, support, or comply with the communications service.

When JourneyGuru processes communications information on behalf of a Customer, relevant information may be made available to that Customer in connection with its communications program subject to applicable contractual and privacy requirements.

Additional information regarding JourneyGuru's collection, processing, disclosure, retention, and protection of personal information is described in the JourneyGuru Privacy Policy.

21Automated and AI-Assisted Communications

Certain communications delivered through JourneyGuru may be:

• initiated
• selected
• generated
• personalized
• routed
• summarized
• analyzed
• transcribed
• classified
• or otherwise assisted

by artificial intelligence or automated technology.

These technologies may operate across messaging, Voice, Email, Web Chat, RCS, WhatsApp, Push, and other supported channels.

JourneyGuru may implement:

• authentication
• identity verification
• human-review requirements
• permissions
• communication eligibility controls
• policy controls
• Journey gates
• escalation rules

before specified information is disclosed or specified actions are performed.

JourneyGuru Customers remain responsible for ensuring the communications and automated actions they configure are appropriate for their use case and permitted under applicable requirements.

22Prohibited and Restricted Communications

JourneyGuru may not be used to transmit communications that are:

• unlawful
• fraudulent
• deceptive
• abusive
• harassing
• intentionally misleading
• unsolicited where consent is required
• otherwise prohibited

Customers must comply with use-case restrictions imposed by applicable:

• communications providers
• telecommunications carriers
• messaging networks
• mobile platforms
• operating systems
• app stores
• industry standards
• regulations
• laws

Recipient consent does not necessarily mean that every:

• communication
• product category
• industry
• channel
• use case
• sender
• Journey action

is permitted.

JourneyGuru may evaluate CHANNEL ELIGIBILITY separately from CONSENT / PERMISSION ELIGIBILITY.

A recipient may therefore have valid consent while a particular communications channel or use case remains unavailable or restricted.

JourneyGuru may block or redirect communications based upon these eligibility controls.

Attempting to circumvent communications restrictions through techniques such as:

• rotating numbers
• disguising message content
• falsifying caller identity
• suppressing sender identity
• ignoring opt-outs
• avoiding Do Not Call controls
• manipulating traffic patterns
• bypassing provider controls

is prohibited.

23Delivery, Availability and Third-Party Networks

Communications depend on third-party infrastructure including:

• telecommunications carriers
• telephone networks
• internet providers
• email providers
• device manufacturers
• communications platforms
• operating systems
• browsers
• mobile applications

JourneyGuru does not guarantee that every communication will be:

• delivered
• delivered immediately
• answered
• displayed in a particular format
• available through every device or provider

Communications may be delayed, blocked, filtered, routed differently, labeled, or unavailable due to:

• recipient settings
• carrier policies
• provider policies
• network conditions
• device compatibility
• geographic availability
• sender reputation
• technical failures
• regulatory requirements
• other circumstances outside JourneyGuru's reasonable control

Standard carrier, voice, message, data, connectivity, or other charges may apply.

24Emergency Communications

JourneyGuru demo environments, AI agents, automated Journeys, web chat experiences, and general platform functionality should not be relied upon as a replacement for emergency services unless a specific JourneyGuru Customer service has expressly been configured and authorized for an applicable emergency communications use case.

If you are experiencing an emergency, contact the emergency service appropriate for your location using an authorized emergency communications method.

Do not rely upon a JourneyGuru demonstration or marketing communication for emergency assistance.

25Changes to Communication Preferences

Where available, recipients may manage JourneyGuru communication preferences through:

• unsubscribe mechanisms
• STOP commands
• Do Not Call requests
• account settings
• JourneyGuru preference controls
• browser settings
• device settings
• application settings
• direct contact with JourneyGuru

A request relating to a particular sender, communications program, channel, or communication category may apply to that sender, program, channel, or category unless the request reasonably indicates a broader preference or applicable requirements require broader treatment.

JourneyGuru will honor valid preference and withdrawal requests relating to JourneyGuru Communications.

JourneyGuru Customers remain responsible for honoring valid requests relating to their Customer Communications.

26Changes to These Messaging Terms

JourneyGuru may update these Communications & Messaging Terms as:

• JourneyGuru functionality evolves
• communication technologies change
• provider policies change
• regulatory requirements evolve
• JourneyGuru's business practices change

The current version will be published on this page with a revised “Last Updated” date.

Changes to these Messaging Terms do not automatically create consent for:

• a new sender
• a new marketing program
• a new communications channel
• a materially different communication purpose

where additional permission is required.

27Contact JourneyGuru

For questions regarding:

• these Communications & Messaging Terms
• JourneyGuru-originated communications
• JourneyGuru communication preferences

contact:

JourneyGuru

[LEGAL COMPANY NAME]

[BUSINESS ADDRESS]

Email

admin@journeyguru.ai

Support

admin@journeyguru.ai

If your question relates to a Customer Communication, contact the organization identified as the sender of that communication.