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      ITMS Setup in ACE
      • 16 Apr 2025
      • 6 Minutes to read
      • Contributors
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      Contents

      ITMS Setup in ACE

      • Updated on 16 Apr 2025
      • 6 Minutes to read
      • Contributors
      • Print
      • PDF
      Article summary

      This guide provides step-by-step instructions for setting up ITMS (InterProse Text Message Service) in ACE.

      Note

      Following the initial setup, the Origination Number remains constant and should not be modified.

      Configure ITMS in ACE

      1. Go to Setup → Text Message → Vendors, New

      2. InterProse Support Or Implementation will configure the following in the ITMS Vendor Information Section:

        1. Provider

        2. Label

        3. Identifier

        4. Application ID

        5. Origination Number

        6. Keyword Identifier

        7. Dead Letter Queue Endpoint

      3. The customer will configure the following in the ITMS Vendor Information Section:

        1. Enable Rainmaker

        2. Active

        3. Send texts between 8am - 9pm only

        4. Maximum number of attempts to send scheduled text

        5. Max Invitations

      Image Displays ITMS Vendor Information Section

      ACE System Messages

      ACE System Messages are automated text messages initiated by consumer actions. ACE System Messages should not be used in action path workflows.

      • Located in the Text Msg Profiles Section

      • Identified by:

        • Identifier: starts with ACE_SYSTEM_MSG

        • Label: starts with Ace System Msg

      • Cannot be cloned or deleted

      • Includes a Use Case field (behavior related to the ACE System Messages)

      • “Allow As Payment Source” is enabled by default

      Image Displays ACE System MSG Help Template

      Please Note:

      Some messages are labeled “Unused in SBTv2” and do not function with that vendor.

      MMS Support

      You can attach documents to ACE System Messages. These attachments follow standard text message rules and require Edit permissions to manage.

      Frequency

      • ACE_SYSTEM_MSG_NO_ONE_AVAILABLE template is limited to once per 24 hours per phone number, regardless of text vendor.

      • If the body of the ACE_SYSTEM_MSG_NO_ONE_AVAILABLE template is left blank, no auto-response is sent.

      ACE System Message Templates and Behaviors

      Below is a list of the current ACE System Messages, including message content and when each is automatically triggered:

      ACE System Msg Label

      Message Content with Variables

      Behavior

      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.

      Sent when:

      • A supervisor links an inbound text number to an account.

      • A previously opted-out consumer sends another text.

      Ace System Msg Opt In Pin

      Your pin to receive msgs from ${customer.companyName} is ****. Reply HELP for help, STOP to cancel. Std. msg&data rates apply.

      Sent when an agent uses "Send Opt In Request" from the account page.

      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.

      Sent after a consumer replies “YES” to the origination number.

      Ace System Msg Opted Out

      You are unsubscribed from ${customer.companyName} msgs. Reply SIGNUP to subscribe again.

      Sent when:

      • A consumer texts “STOP”, “QUIT”, “UNSUBSCRIBE”, “CANCEL”, etc.

      • An agent sets the number as opted out.

      Ace System Msg Help

      Reply STOP to stop receiving msgs. Call ${customer.companyName} at ${customer.phone} with questions. Access your account at ${debt.virtualAgentLoginUrl}.

      Sent when a consumer texts “HELP” to the origination number.

      Ace System Msg Link

      Access your account here ${debt.virtualAgentLoginUrl}.

      Sent when a consumer texts “LINK” to the origination number.

      Ace System Msg Unknown Number

      Reply with your NAME and ACCOUNT #.

      Sent when a text is received from an unlinked number.

      Ace System Msg Welcome

      Reply with your NAME or ACCOUNT #.

      Sent when a consumer texts after 3+ months of no prior text communication.

      Ace System Msg No One Available

      We'll respond as soon as possible or call us at ${customer.phone} and access your account at ${debt.virtualAgentLoginUrl}.

      Sent when no texting supervisors are logged in.

      Ace System Msg Additional Authentication

      DO NOT share this sign in code. We will NEVER call you or text you for it. Code: ${authentication_code}

      Sent when a user requests a login authentication code via text.

      Ace System Msg Contact Us

      Text YES to 360-123-4567

      Sent by Rainmaker to provide contact details to consumers.

      How can we add custom text messages?

      To add custom text messages:

      1. Navigate to the "Text Msg Profiles" section.

      2. Click "New" at the bottom right.

      3. Include custom content along with the default message: "Reply HELP for help, STOP to opt out."

      Note

      Some messages may require specific workflows for proper functionality, e.g., PAYMENT_RECEIPT triggered by a payment via action path workflow.

      ITMS Text Validation

      When creating new text message templates, Rainmaker automatically evaluates them to help minimize compliance risks. If there are issues, you’ll receive feedback to address specific compliance concerns before saving the template.

      In the example below, the Invitation to opt in text message profile failed validation because it does not specify the sender’s identity. To correct this, include your company name in the message to clearly identify who is sending the communication.

      Image Displays ITMS Text Validation Failure Information

      ITMS Text Validation “FAIL” messages will now display in two distinct colors:

      • ORANGE: Indicates the message fails to meet best practices. The profile can still be saved.

      • RED: Indicates the message fails to meet required criteria. The profile cannot be saved.

      Important Notice

      While ITMS Text Validation helps identify potential compliance issues, it does not replace legal or compliance review. Users must consult their compliance or legal team to ensure that all messages adhere to applicable laws and regulations. ITMS Text Validation may flag certain content as errors, but final compliance responsibility rests with the user.

      Categories Exempt from ITMS Text Validation

      ITMS Text Validation does not apply to messages categorized under:

      • INFORMATION

      • OTHER

      • CLIENT

      Messages in these categories are not subject to content validation, allowing for greater flexibility in message composition. For more information on Text Categories, refer to Understanding Text Categories.

      What variables are available for text messaging?

      Most Letter Database Layout fields are available for text messages. For a detailed list of default variables, please refer to the ACE Help section:

      1. Navigate to ACE Help → Layout → Letter Data Source

      2. Download to view available variables

      Reference the table below for default variables:

      Variable Name

      Description

      ${debt.debtID}

      ACE customer account number (agency # / debtID)

      ${debt.virtualAgentLoginUrl}

      Link for the consumer to directly log into their ACE account using the Virtual Agent

      ${debt.lastPromisedPaymentAmount}

      Amount of the most recent payment promised by the consumer

      ${bundle.currentBalance}

      Current balance of the debt or account

      ${paymentPlanSchedule.amount}

      Amount scheduled for payment according to the payment plan

      ${paymentPlanSchedule.paymentDate}

      Date on which a payment is scheduled according to the payment plan

      ${debt.promisedPaymentAmount}

      Amount of a payment promised by the consumer

      ${debt.promisedPaymentDate}

      Date on which a promised payment is scheduled

      ${paymentTrans.amount}

      Amount of a payment transaction

      ${paymentTrans.paymentTransID}

      Unique identification number for a payment transaction

      ${customer.companyName}

      Name of the customer's company, if applicable

      ${primaryAgent.firstName}

      First name of the primary agent associated with the account

      ${primaryAgent.phone}

      Primary phone number of the primary agent

      ${primaryAgent.phoneExt}

      Phone extension of the primary agent, if applicable

      ${customer.phone}

      Customer's phone number

      ${customer.address1}

      First line of the customer's address

      ${customer.address2}

      Second line of the customer's address, if applicable

      ${customer.city}

      City where the customer is located

      ${customer.state}

      State or province of the customer's address

      ${customer.zip}

      ZIP or postal code of the customer's address

      ${debt.nextScheduledAmount}

      Amount of the next scheduled payment, including any applicable service fee

      ${bundle.nextScheduledAmount}

      Amount of the next scheduled payment for the bundle, including any applicable service fee

      Note

      Use the specified variable name format when including variables in text messages.

      Category Opt-In Required Section

      1. Locate the Category Opt-in Required section

      2. By default, Invitation text does not require Opt-In

      3. Make the desired changes based on your requirements

      4. Apply

      Refer to Understanding Text Categories for additional details.

      Image Displays Category Opt-in Required Section

      Text Message Supervisors Section

      1. Supervisors: If a primary agent is unavailable, the inbound text message alert will be assigned to a supervisor assigned.

      2. Use Round Robin priority?: This setting ensures that text message alerts are rotated among the available supervisors, rather than going to the first logged-in supervisor each time.

      3. Alert delay in minutes: Adjust the Alert delay in minutes as needed to control the timing of text alerts.

      Text Message Test Section

      The Text Message Test section can be used to verify credentials are working.

      It is also recommended that all set up jobs, logic and workflow be thoroughly validated before going live with use of any new vendor.

      Image Displays Text Message Test Section

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