Step-by-Step Guide: Text Campaign Setup

This campaign sends a follow-up text message to consumers who missed a call from an outbound dialer. The logic block ensures that texts are sent only to active accounts with consent (opted-in) for messaging. Consumers qualify if no text has been sent in the last 30 days, no call was made in the last 3 days, there has been no recent payment, and the preferred contact method is text. The campaign also limits follow-ups based on call attempts to prevent over-contacting.

Please note:

This example configuration showcases the tools in ACE for creating a compliant text campaign. You can also configure the workflow to send an email instead of a text message, if needed.

Always consult your legal or compliance team to ensure your setup adheres to regulations, including TCPA and other relevant laws.

Campaign Steps Overview

1. Create the Text Message Profile

2. Dialer Campaign: Use Dialer Results to create the text campaign

3. Action Path: Set a flag based on the dialer result.

4. Create A Logic Block: Select eligible accounts based on the dialer flag and other criteria (e.g., no text has been sent in 30 days).

5. Create an Action Path

   1. Send Text Message: Execute the text message workflow.

   2. Remove Flag: Clear the flag after sending the message

6. Create Job: Set up a job to trigger workflow based on the action path.

   1. Logic: Select eligible accounts based on the dialer flag and other criteria (e.g., no text has been sent in 30 days).

   2. Send Text Message: Execute the text message workflow.

   3. Remove Flag: Clear the flag after sending the message.

Set Up the Text Message Profile

1. Category: Information

2. Identifier: NO_ANSWER_CALL

3. Send Role ID: Admin

4. Edit Role ID: Admin

5. Ignore Time Restriction: False

6. Message Body: "Sorry, we missed you. Please call ${customer.companyName} at ${customer.phone} or access your account at ${debt.virtualAgentLoginUrl}. Reply HELP for help, STOP to opt out."

Create an Action Path to Flag Accounts for the No Answer Result Code

This action path adds a flag to accounts that have missed a call. It is triggered by the "No Answer" dialer result code, ensuring the account is marked as eligible for follow-up with a text message.

1. Go to Setup → Workflow → Action Paths.

2. Click on "New" to create a new Action Path.

   1. Right Click on the container, click Edit.

   2. Action Path Name: Flag No Answer Result for Text

3. Save

4. Add Flow Action:

   1. Right Click on “Flag No Answer Result for Text”, select New

   2. Label: Account Flag Add = ELIGIBLE_FOR_TEXT, DEBT

   3. Description: Set an export flag to indicate that the account is eligible for text message follow-up.

   4. Class Name: Account Flag Add

   5. Flag Identifier: ELIGIBLE_FOR_TEXT

   6. Data Type: Debt

5. Save

Caution:

When configuring the dialer result codes (e.g., "No Answer," "Busy," "Answer Machine") to flag accounts for text messaging, be mindful that using the same flag for multiple result codes can lead to unintended text messages. For example, if you call John Smith on Monday and the dialer result is "Busy," then call again on Wednesday with a "No Answer" result, the system could trigger a text message for each result if both are configured with the same flag. This could result in John Smith receiving multiple text messages within a short period.

Add the “Flag No Answer Result for Text” Action Path for Dialer Result Codes

1. Go to Setup → Vendors → Dialers.

2. In the Dialer Code section, select the appropriate result code (e.g., "Busy," "No Answer," "Answer Machine").

3. Set the Action: Flag No Answer Result for Text.

4. Save.

5. Repeat for any additional desired dialer result codes.

Create the "No Answer Follow-Up" Logic Block

This logic block identifies accounts that haven't received a text in the last 30 days. Texts are sent only to active accounts with consent for messaging and follow-up occurs only if no text was sent in the last 30 days and no call was made in the last 3 days. Consumers are eligible if:

• Account is active

• Consent for texts (opted-in)

• No payment within last 30 days

• Limited call attempts

• Preferred contact method is text

Steps:

1. Go to Workflow → Logic Blocks → New

2. Enter Label: No Answer Follow-Up

3. Add Field: specify the logic and conditions to be applied to the accounts

   1. Add Flag Identifier: ELIGIBLE_FOR_TEXT

   2. Add Additional Criteria if necessary. See our example Custom SQL statement:

      1. AND COALESCE(demographic_phone.last_text_date::date, '1/1/1990') <= CURRENT_DATE - '30 days'::interval
         AND demographic_phone.debt_id = debt.debt_id
         AND demographic_phone.last_call_date::date <= CURRENT_DATE - '3 days'::interval
         AND demographic_phone.demographic_phone_id = (
             SELECT demographic_phone_id
             FROM demographic_phone da, bundle
             WHERE bundle.primary_debt_id = da.debt_id
               AND bundle.bundle_id = debt.bundle_id
               AND da.demographic_type = 'PRIMARY'
             ORDER BY da.contact_priority, da.last_update DESC
             LIMIT 1
         )
         AND demographic_phone.active IS true
         AND debt.status IN ('ACTIVE', 'NEW')
         AND COALESCE(debt.last_payment_date::date, '1/1/1990') <= CURRENT_DATE - '30 days'::interval
         AND debt.do_not_text IS NOT true
         AND demographic_phone.txt_msg_status = 'OPTED_IN'
         AND demographic_phone.contact_attempt_count < 3
         AND demographic_phone.preferred_contact_method = 'TEXT'
         AND demographic_phone.last_call_date::date <= CURRENT_DATE - '3 days'::interval

4. Click Apply

5. Click Test: review your logic block and make any necessary changes

6. Click Save when you are satisfied with the Logic Block

Create the “Send Text = No Answer Follow-Up” Action Path

1. Go to Setup → Workflow → Action Paths.

2. Click on "New" to create a new Action Path.

   1. Right Click on the container, click Edit.

   2. Action Path Name: Send Text Message = No Answer Follow-Up

3. Add Flow Action:

   1. Right Click on “Send Text Message = No Answer Follow-Up, select New

   2. Label: Send Text Message = NO_ANSWER_CALL

   3. Description: Sends a text message to the consumer based on the dialer result code.

   4. Class Name: Send Text Message

   5. Text Message Profile: NO_ANSWER_CALL

4. Save

5. Add Second Flow Action:

   1. Right Click on “Send Text Message = No Answer Follow-Up, select New

   2. Label: Flag for Export Remove = ELIGIBLE_FOR_TEXT

   3. Description: Removes the export flag after the message is sent.

   4. Class Name: Account Flag Remove

   5. Flag Identifier: ELIGIBLE_FOR_TEXT

   6. Data Type: Debt

6. Save

Configure the No Answer Follow Up Text Campaign Job

1. Job Name: No Answer Follow Up Text Campaign

2. Label: No Answer Follow Up Text Campaign

3. Description: Sends a text message to a consumer if they did not answer a call.

4. Schedule: Set it Daily during business hours.

5. Active: True

6. Task Type: Workflow: Action Path

   1. Active: True

   2. Selection Logic: Use the 'No Answer Follow-Up' logic block.

   3. Action Path: Send Text = No Answer Follow-Up

7. Save

Final Review and Testing

1. Testing: Thoroughly test each logic block and action path to ensure the campaigns are working as expected.

2. Documentation: Keep a record of all configurations for future reference and updates.

3. Monitoring: Regularly monitor the campaign performance to adjust logic or messages as needed.

4. Consult: Always consult your compliance or legal team to ensure your messaging aligns with applicable laws and regulations.

5. Adhere to Best Practices and Compliance. For more information read ITMS Text Message Compliance and Best Practices