ITMS Opting in and Opting Out

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 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:

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."
The consumer receives an opt-in request and replies YES.
The consumer receives a unique PIN (authorization code).
The agent enters the PIN into the Txt Msg Auth Code field to complete the opt-in process.

Image Displays Entering PIN in Txt Msg Auth Code Field

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:

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.
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.

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

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

Recognized Opt-Out Keywords and Emoticons

Keywords	Emoticons
stop	stop sign
unsubscribe	no entry sign
cancel	cross mark
opt-out	no entry
opt out	bell with slash
end	mobile phone off
optout	middle finger
quit
delete
go away
leave
cease
block
halt
stopall
f*** off
f*** you
revoke

Agent Opt-Out Process

Agents can manually opt out a consumer by:

Clicking the phone number in the account’s Summary section.
Selecting Opt Out.

The consumer receives a final confirmation text.