Respect the customer — whatever channel is used.

Core rule

A technically available channel is not automatically an authorized channel. Businesses using ClientForge must have an appropriate lawful basis and any required consent before sending commercial or promotional communication, and must honor opt-outs and channel-specific rules.

Channel-aware routing and fallback

Where multi-channel routing is enabled, ClientForge should evaluate the intended workflow, recipient preference, consent, account policy, provider capability and delivery state before choosing or falling back to another channel. A fallback must not be used to bypass an opt-out, a platform restriction or a legal requirement.

Fallback should also avoid duplicate communication. For example, where RCS is used, an SMS fallback should occur only after the system has determined that the recipient cannot receive RCS or that the RCS delivery did not succeed according to the provider's supported delivery or capability signals.

WhatsApp Business Platform

WhatsApp communications are subject to applicable Meta and WhatsApp Business Platform terms, templates, consent expectations, messaging windows, commerce restrictions and other policy requirements. Businesses remain responsible for their messaging purpose and recipient permission. See WhatsApp CRM Integration and Meta & WhatsApp Data Handling.

RCS for Business

Where RCS for Business is enabled, businesses must use accurate brand information, provide clear customer value, obtain required consent, support opt-out requests and comply with Google, carrier and local-law requirements. ClientForge should not deliberately resend the same communication by SMS while an RCS delivery is still successful or unresolved in a way that would create duplicate messaging.

SMS

SMS availability and requirements vary by country. In India, commercial SMS use may require registration and compliance under the TRAI commercial communications framework, including applicable Principal Entity registration, sender/header registration, content templates and consent records. ClientForge customers are responsible for completing regulatory registrations required for their business and message category before using SMS for commercial communication.

Telegram

Telegram is not treated as an arbitrary phone-number fallback. Telegram bots generally cannot initiate a private conversation with a user who has never started or joined the bot relationship. Where a Telegram integration is enabled, businesses must use it only for eligible users or chats, provide required privacy information, minimize data collection and follow Telegram Bot Platform terms and user requests.

Email

Email communication must comply with applicable anti-spam, privacy and marketing requirements. Connected mailboxes should be used according to the account owner's authorization and the provider's terms. Unsubscribes and suppression preferences should be respected for promotional communication.

Transactional, service and promotional communication

Different rules may apply depending on whether a message is transactional, service-related or promotional. ClientForge may provide workflow primitives to help categorize and route communication, but the customer remains responsible for configuring the correct purpose, templates, consent and sender identity.

Opt-outs and suppression

If a recipient opts out of a channel or a message category, businesses must not use automatic fallback to another channel simply to circumvent that preference. A different channel may be used only where it is independently permitted for the intended purpose.

Provider policies can change

Messaging providers, carriers and regulators can change their requirements. ClientForge may restrict, suspend or modify channel behavior to protect recipients, customers, connected providers and the service.

Questions

Questions about channel configuration or compliance can be sent to connect@clientforge.in.