ITMS Opting in and Opting Out

Opt-in Methods

Consumers must receive and respond to an opt-in request text message to enroll in InterProse Text Messaging Service (ITMS). Below are the available opt-in methods:

Agent-Initiated Opt-in:

1. After a phone number is saved to an ACE account, the agent:

   1. Opens the phone demographic record.

   2. Clicks Send Opt In Request under "Text Messaging."

2. The consumer receives an opt-in request and replies YES.

3. The consumer receives a unique PIN (authorization code).

4. The agent enters the PIN into the Txt Msg Auth Code field to complete the opt-in process.

 Quick Opt-In:

• Agents can set the Opt field to In using the Quick Opt In option.

• An opt-in text is sent, and the consumer replies YES.

Supervisor-Initiated Opt-In:

1. If a consumer texts from a number not already associated with an account:

   1. A supervisor links the number to the correct account.

   2. An opt-in request is sent to the number.

2. The consumer replies YES to complete opt-in.

ACE System Opt-In Text Message Templates

ACE System Messages are predefined templates used for automated responses initiated by specific system activity in ACE. These messages:

• Have identifiers beginning with ACE_SYSTEM_MSG

• Have labels beginning with Ace System Msg

• Are maintained in the Text Msg Profile section of the Text Message Vendor page

• Include a Use Case field to describe when and how the message is initiated

• Cannot be selected manually by an agent

• Cannot be cloned

• May support MMS attachments (viewable/editable only by users with the Edit Role)

• Cannot be deleted

• Have Allow As Payment Source set to true by default

Opt-In Related ACE System Messages

ACE System Messages are automatically sent when opt-in workflows are initiated, such as when an agent sends an opt-in request or uses the Quick Opt-In feature.

Opting Out:

Consumers can opt out of receiving text messages by:

• Replying to a text with any of the recognized keywords or emoticons listed below

• Being manually opted out by an agent within the ACE system

In both cases, the consumer will receive a final confirmation text message confirming the opt-out.

Recognized Opt-Out Keywords and Emoticons

Agent Opt-Out Process

Agents can manually opt out a consumer by:

1. Clicking the phone number in the account’s Summary section.

2. Selecting Opt Out.

The consumer receives a final confirmation text.

 Example Opt-Out Text Message: