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Messaging and Calls Policy

How ORBIT sends text messages, makes and answers calls, and handles consent, opt-outs, call recording, and Canadian telemarketing rules.

Effective October 9, 2026
Version 2026-10-09
This document is part of Tanero's legal framework. Read it carefully and contact us before using the service if anything is unclear.

1. Purpose and Scope

This policy covers text messages (SMS), WhatsApp messages, email, and phone calls that ORBIT, the AI assistant in your Tanero workspace, sends, places, or answers for you. It applies to realtors who use Tanero and sets out the rules that protect the people they contact. It works alongside the Terms of Service, the Acceptable Use Policy, and the AI and Automation Policy.

2. Who Is the Sender

Messages and calls from your workspace are sent in your name and for your business. You are the sender. Tanero provides the tools and the phone number, and you are responsible for deciding whom to contact and why.

Canada's Anti-Spam Legislation (CASL) requires consent before you send a commercial electronic message, including a text, WhatsApp message, or email. Before ORBIT contacts someone you must have either their express consent, or implied consent that CASL recognises, for example an existing business relationship or an enquiry the person made to you within the permitted period. You must keep a record of how and when you got consent. Do not upload or contact lists of people who have not agreed to hear from you. A direct reply to a person's own enquiry is treated differently by CASL, but the identification and opt-out rules below still apply.

4. Sender Identification

Every commercial message must clearly identify who is sending it and how to reach them. Your texts and emails must identify you or your business by name and say how to reach you, and commercial email must include a working unsubscribe method. Include this information in the templates and instructions you give ORBIT, and do not set up ORBIT to use a false name, brokerage, or sender.

5. STOP, HELP, and Unsubscribe

  • STOP: if a person replies STOP, STOP ALL, UNSUBSCRIBE, CANCEL, END, or QUIT to a text, we stop all further texts from your number to that person and send one confirmation. Opt-outs are honoured immediately and may not be overridden by you or by ORBIT.
  • HELP: if a person replies HELP, our messaging provider and the carriers handle the request, and the person can always reach us at the address in Section 11.
  • Email and WhatsApp: every commercial email includes an unsubscribe method that works for at least 60 days, and opt-out requests are honoured as quickly as the system allows and in any case within 10 business days. A person who says they do not want to be contacted on WhatsApp is not contacted there again.
  • Other ways of asking: if someone tells ORBIT, in a message or on a call, that they do not want to be contacted, ORBIT records the request and stops outreach. You must not contact that person again through Tanero for marketing purposes.

6. Message Frequency and Charges

Message frequency depends on the conversation. People who enquire or reply to you will hear back as needed, and follow-ups are limited to what you have set up. ORBIT is not intended for bulk or mass-marketing campaigns. Message and data rates may apply to the recipient, depending on their mobile plan. Each workspace includes 500 SMS per month; use beyond that is billed as described in the billing policy.

7. Calls Handled by ORBIT

  • AI assistant: ORBIT is an AI assistant acting for the realtor. It never claims or implies that it is a human being, and you must not instruct it to. If a caller asks whether they are speaking with a person or an AI, ORBIT answers honestly that it is an AI assistant.
  • Recording: calls handled by ORBIT may be recorded and transcribed so that the conversation can be summarized, followed up, and kept in your records. You are responsible for any notice or consent about recording or AI use that the law, your brokerage, or your regulator requires where you and the people you contact are located.
  • Reaching the realtor: callers can ask to speak to the realtor, and ORBIT passes the request on. A caller who does not want to be recorded can end the call and contact the realtor another way.
  • Your duties: you must keep recordings secure, use them only for lawful business purposes, and follow any additional notice rules that apply to you or your brokerage. Recording and transcription are described in the Privacy Policy.

8. Canadian Telemarketing Rules (CRTC and the National DNCL)

Calls and texts made to promote a product, service, or business opportunity are telemarketing under CRTC rules. These rules apply to you as the caller:

  • Do not call or text numbers on the National Do Not Call List (DNCL) for telemarketing unless an exemption applies or you have the person's consent. If you telemarket, you must register with the National DNCL operator and check the list.
  • Keep an internal do-not-call list and add anyone who asks not to be called. Honour requests within the time the CRTC rules allow.
  • Make telemarketing calls only during the permitted hours, identify yourself and your business at the start of the call, and provide contact details on request.
  • Do not use automatic dialing and announcing devices, or ORBIT, to deliver unsolicited telemarketing messages in a way the CRTC rules do not allow.
  • Calls to a person who has made an enquiry or has an existing business relationship with you are treated differently, but you must still stop when asked. Tanero does not give legal advice. Ask your brokerage or a lawyer if you are unsure whether a particular call or message is allowed.

9. Your Responsibilities

You are responsible for the lawfulness of the contacts you load, the instructions you give ORBIT, and the messages and calls sent on your behalf. You agree to respond to complaints, honour opt-outs, keep consent records, and tell us promptly about any complaint or regulatory enquiry that involves messages or calls made through Tanero.

10. Our Rights

To protect recipients, carriers, and the service, we may pause, block, rate-limit, or review messages and calls that appear to break the law, carrier or provider rules, or this policy. Carriers and providers may also filter or block traffic. We may suspend messaging or calling features for repeated complaints or abuse.

11. Reporting a Problem

If you received a message or call from a Tanero workspace that you did not want, reply STOP to the text, or email [email protected] with the number or email address and the date. To delete your information, use our data deletion page.

Policy Changes

Tanero may update this policy as the law, carrier rules, and product change. Material changes will be communicated where practicable or required by law. Contact: [email protected] Effective date: October 9, 2026

Questions about this document?[email protected]