InterProse Text Messaging System (ITMS) provides several methods for consumers to opt in to or opt out of receiving text messages.
Please Note:
Some customers may have clients whose business type qualifies for an auto opt-in process.
Contact support for configuration assistance.
Opt-in Methods
Consumers must opt in before receiving text messages through ITMS. The available opt-in methods depend on how the request is initiated.
Agent-Initiated Opt-in:
An agent can send an opt-in request from a consumer's phone demographic record.
Open the consumer's account in ACE.
Open the phone demographic record.
Under Text Messaging, click Send Opt In Request.
The consumer receives the opt-in request and replies YES.
The consumer receives a unique PIN (authorization code).
Enter the PIN in the Txt Msg Auth Code field to complete the opt-in process.
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Image Displays Send Opt In Request
Image Displays Send Opt In Request
Image Displays Consumer PIN
Image Displays Entering PIN in Txt Msg Auth Code Field
Quick Opt-In:
Quick Opt-In allows an agent to initiate the opt-in process without entering an authorization code.
Select Quick Opt In for the consumer's phone number.
The Opt field is set to In.
An opt-in request is sent to the consumer.
The consumer replies YES to complete the opt-in process.
Image Displays Quick Opt-In Method
Supervisor-Initiated Opt-In:
When a consumer sends a text message from a phone number that is not associated with an ACE account, a supervisor can initiate the opt-in process.
Link the phone number to the appropriate account.
Send an opt-in request to the consumer.
The consumer replies YES to complete the opt-in process.
ACE System Opt-In Text Message Templates
ACE System Messages are predefined text message templates used for automated responses initiated by specific system activity in ACE.
ACE System 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
The following ACE System Messages are used during the opt-in process:
Identifier | Body | Label |
|---|---|---|
ACE_SYSTEM_MSG_OPT_IN | Reply YES to receive msgs from ${customer.companyName}. Reply HELP for help, STOP to cancel. Std. msg&data rates apply. | Ace System Msg Opt In |
ACE_SYSTEM_MSG_OPTED_IN | Thank you for agreeing to receive msgs from ${customer.companyName}. Reply HELP for help, STOP to opt out. Std. msg&data rates apply. | Ace System Msg Opted In |
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
After opting out, the consumer receives a final confirmation text message.
Recognized Opt-Out Keywords
ITMS recognizes opt-out keywords in English, Spanish, and French.
Language | Recognized Opt-Out Keywords |
|---|---|
English | stop, unsubscribe, cancel, opt-out, opt out, end, optout, quit, delete, go away, leave, cease, block, halt, stopall, f*** off, f*** you, revoke |
Spanish | alto, baja, cancelar, darse de baja, detener, parar, salir |
French | annuler, arret, arrêt, arreter, arrêter, desabonner, désabonner |
Recognized Opt-Out Emoticons
The following emoticons are also recognized as opt-out requests:
Stop sign
No entry sign
Cross mark
No entry
Bell with slash
Mobile phone off
Middle finger
Agent Opt-Out Process
Agents can manually opt out a consumer from the account.
Open the consumer's account in ACE.
Click the phone number in the account's Summary section.
Select Opt Out.
The consumer receives a final confirmation text message.
Image Displays Agent Opt-Out
Example Opt-Out Text Message:
Image Displays Opt-Out Text Message