Shared responsibility
DLT, DND, consent and messaging rules: what the app automates and what you manage
Indian messaging rules split duties between the business that sends (the principal entity), its software and the telecom operators. The table below lists each duty and who carries it when you use Appointment Reminder App. Nothing on this page is legal advice; your DLT registrations and consent wording are your organisation's own.
| Requirement | Automated by Appointment Reminder App | Managed by you |
|---|---|---|
| DLT entity (PE ID) registration | Nothing: the registration is in your organisation's name. | Register your business as a principal entity on a DLT operator portal and keep it active. |
| SMS sender ID (header) | Uses the sender ID you connect to the workspace on every SMS. | Register the header on your DLT account. |
| SMS template registration | Stores the DLT template ID with each SMS template and flags SMS templates that have none. | Register each template on your DLT account and paste its template ID; we help you draft the wording. |
| Service vs promotional classification | Applies your template category when sending and when checking DND. | Choose the right category for each template; the operator can reject or block misclassified content. |
| DND (NCPR) preference | Blocks promotional SMS broadcasts to contacts flagged DND; service messages still go through. Records each scrub run. | Ask us to connect live NCPR scrubbing for your account, or mark DND contacts on import. |
| Consent (opt-in) | Logs every opt-in with channel, purpose, source and time; first inbound WhatsApp message marks the contact as reachable on WhatsApp. | Collect consent with a clear purpose (booking form, front desk, QR code) and record offline consent in the app. |
| Opt-out and STOP replies | Records STOP, UNSUBSCRIBE and START replies; skips opted-out contacts in broadcasts, API sends, payment ladders and AI calls. | Honour opt-outs received by phone or in person by recording them on the contact. |
| WhatsApp templates and Meta policy | Tracks each template's approval status and applies the utility or marketing rate. | Write templates that match their category, and message only people who opted in. |
| WhatsApp 24-hour window | Tracks the window per conversation; free replies inside it, template messages outside it. | Nothing beyond using approved templates for reminders. |
| Calling hours for AI calls | Places AI calls only inside the calling window on your voice number (9 am to 9 pm by default); payment-ladder calls outside it wait for the next window. | Set the window and decide which calls are placed. |
| Call identification and scripts | Opens every AI call with your business name from the agent greeting. | Approve the greeting, scripts and any wording about fees or dues. |
| Payment follow-ups | Stops the payment ladder on confirmed payment or opt-out, ignores duplicate payment webhooks and hands to your team at the last step. | Set the ladder timing and tone, and handle disputes and hardship requests. |
| Recordings and retention | Keeps call recordings and transcripts encrypted for 180 days by default. | Ask support to change the period or erase a patient's data on request. |
| DPDP Act 2023 requests | Exports contact data as CSV and removes a contact from the workspace; permanent erasure of messages and recordings is done by support on request. Every change is in the audit log. | Respond to the data principal as the data fiduciary; we help as your processor. |
Status as of October 2026. See also the security page, the privacy policy and our TRAI DLT, DND and DPDP checklist.
Compliance questions
Does Appointment Reminder App register my DLT templates?
No. DLT registration is done in your organisation's name on a DLT operator portal, because you are the principal entity. Appointment Reminder App stores the DLT template ID you receive, flags SMS templates that have none, and our onboarding team helps you draft the wording at no charge.
What happens when a patient opts out?
The opt-out is recorded in the consent log with the time and source. From then on, Appointment Reminder App skips that patient in broadcasts, API sends, payment-ladder steps and AI calls for the channels they opted out of. A STOP reply on WhatsApp opts the patient out of all channels.
Is DND scrubbing automatic?
Partly. Contacts flagged DND never receive promotional SMS broadcasts, and each scrub run is recorded. Live lookups against the national NCPR registry are connected per customer on request; until then you mark DND contacts on import or in the contact record.
Start with reminders. Grow into the whole conversation.
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