SMS Messaging Policy

Capto enables loan officers and mortgage professionals ("Operators") to send transactional and conversational SMS to consumers ("Recipients") who have requested information about a mortgage product, applied for a loan, or otherwise opted in to receive messages. Message types include lead follow-up, rate updates, document reminders, appointment confirmations, and AI-generated replies.

All numbers used to send messages through Capto are registered under The Campaign Registry (TCR) 10DLC framework. Operators must register a brand (legal entity, EIN, address) and a campaign (program description, sample messages, opt-in flow) before any messages are delivered. We do not allow unregistered traffic.

By using Capto to send SMS, Operators agree to provide accurate registration information and to follow CTIA short-code and 10DLC messaging principles.

Capto only messages Recipients who have provided prior express consent. Acceptable consent sources include:

• A web form, landing page, or lead capture where the Recipient checked an SMS opt-in disclosure naming the Operator.
• A Recipient who texted the Operator's number first (inbound opt-in).
• A signed loan application or agreement that explicitly authorizes SMS contact.

Operators are responsible for retaining proof of consent. Capto stores message and consent metadata for audit on the Operator's account.

The first message in a new conversation always identifies the Operator's business by name, states the purpose of the message, and includes the standard CTIA disclosure on opt-out and help, for example:

"Hi {name}, this is {loan officer} with {company}. Reply STOP to opt out, HELP for help. Msg & data rates may apply."

Recipients can opt out at any time by replying with any of the following keywords (case-insensitive):

STOP · STOPALL · UNSUBSCRIBE · CANCEL · END · QUIT

On receipt of an opt-out keyword, Capto immediately suppresses the Recipient's number across the Operator's account, sends a single confirmation reply, and prevents any further messaging — including from AI replies, drip campaigns, and manual sends — until the Recipient explicitly opts back in (e.g. by texting START or UNSTOP).

Replies of HELP or INFO trigger an automated response with the Operator's business name, support contact information, and a link to this policy.

Message frequency varies by use case (lead follow-up, drip campaigns, transactional reminders). Recipients should expect up to several messages per week during an active loan process. Frequency is not fixed; message and data rates may apply through the Recipient's mobile carrier.

Capto strictly prohibits sending messages that contain or promote Sex, Hate, Alcohol, Firearms, Tobacco, cannabis, illegal drugs, gambling, payday loans, debt forgiveness, or any other content restricted by carriers or 10DLC rules. Operators who violate these rules will have messaging disabled.

By default, Capto restricts non-transactional outbound messaging (drips, AI follow-ups) to between 8:00 AM and 9:00 PM in the Recipient's local time, in line with TCPA and state-level rules. Operators may further tighten these windows in account settings.

Some replies are generated by Capto's AI assistant on the Operator's behalf. AI replies are bound by every rule above: consent, identification, quiet hours, opt-out keywords, and prohibited content. The Operator remains the sender of record and is responsible for the messages sent from their number.

Capto logs every inbound and outbound message, every consent and opt-out event, and the timestamp and source of each. Logs are retained for the period described in our Privacy Policy and may be produced in response to lawful requests or carrier disputes.

Mobile opt-in data and consent are not shared with third parties or affiliates for marketing purposes.

Questions about this policy or a specific message you received can be directed to support@usecapto.com.