1. NetForum Support
  2. Admin Module
  3. SMS Messaging

Managing SMS Messaging Preferences

Updated

 

To integrate the SMS Messaging Add-On into your NetForum application, please reach out to your Customer Success Manager.

This article is divided into below sub-topics:

Before you can send SMS messages to a customer, that customer must opt in (per TCPA regulations).  This article provides information about how an Individual can manage their own SMS preferences using baseline eWeb, as well as how a staff user can manage an Individual's SMS preferences through iWeb. 

Explore the SMS Messaging functionality through these video links:

 

Managing SMS Preferences through eWeb

Individuals can manage their own SMS preferences through eWeb.  This includes opting in, opting out, and updating their preferred SMS phone number.

To opt in for SMS messages through baseline eWeb, the user must complete the following steps:

  1. On eWeb, navigate to the My Contact Information page.  Note that in baseline eWeb, this is accessed through the My Account Links section on the My Profile page by clicking the My Full Contact Info link. This will display My Contact Information page.
  2. On the My Contact Information page, the My Preferred SMS section displays information related to whether the user has opted in or not for the SMS Messaging.  In the image below, the customer has previously opted out of receiving SMS messages.
  3. To change that preference, the user needs to click the Opt In/Opt Out link (highlighted below).
    SMS My Contact Information form.png
    Clicking the Opt In/Opt Out link will open the Edit Preferred SMS form.
    SMS Edit Preferred SMS form.png
    Note: The text displayed below the I agree to receive SMS/Text messages check box is configurable from the SMS Integration Settings.  
  4. On the Edit Preferred SMS form, the user must first click the I agree to receive SMS/Text messages text box.  When this is done, a drop-down field to select their preferred SMS phone number will be displayed.
  5. The user must select a phone number from the Preferred Number drop-down field and then click the Save button.  If the number does not yet exist, it must first be added from the My Contact Information page.
    SMS Edit Preferred SMS form 2.png
    This will return the user to the My Contact Information page with the Opted In phone number listed in the My Preferred SMS section.

    To Opt Out from SMS Messaging through eWeb, the user needs to revisit the Edit Preferred SMS form and uncheck the I agree to receive SMS/Text messages text box.

    Note: The customer will receive an automated message whenever they opt in or opt out from SMS Messaging.  To learn more, visit the SMS Message Types article.

 

Managing SMS Messages through iWeb:

A staff user can also manage an Individual's SMS preferences through iWeb.  Please note that this does not eliminate the need to collect the individual's consent to receive SMS messages.

Important: An individual must have at least one phone number set as their primary for sending SMS communication.

To opt an Individual in for SMS Messages through iWeb, complete the following steps:

  1. Go to the Individual profile and click the Edit profile menu.Individual Profile Edit menu.png
  2. From the displayed menu, click the Contact Info link. This will display the Edit Contact Information form. 
  3. Under the SMS Messaging section, select the Opt In option from the Individual Consents To Receive SMS/Text Messages drop-down. Once you select the Opt In option, the SMS Number and the Consent Type fields will display.
  4. By default, the customer's primary phone number defaults into the SMS Number field.  Click the SMS Number field to select a different number or add a new phone number by clicking the Add icon. The SMS Number drop-down returns all phone numbers associated with the Individual.
    Note: SMS messages may only be sent to United States and Canadian phone numbers.
  5. The Consent Type drop-down field indicates how the individual provided consent to receive SMS messages.  Three options are available: Email, Phone, and Paper.  Please keep in mind that you must be able to produce proof of consent (such as a recorded phone call) on demand.
    SMS Edit Contanct Information form.png
  6. Click the Save button. You will be redirected to the individual profile.
    To Opt an Individual out of SMS Messaging through iWeb, simply select "Opt out" from the Individual Consents To Receive SMS/Text Messages drop down.    
    The customer will receive an automated message whenever they are opted in or out of SMS Messaging. To learn more, visit the SMS Message Types article.
    Note: If an Individual opts in from eWeb or via SMS message (after previously unsubscribing), the Consent Type field will be read-only. 
    SMS Messaging Section Consent Type eWeb.png
    Note: The ‘SMS Response’ consent type indicates that the customer replied with '1' or '2' via text message to opt in or out of receiving messages.

Tracking Changes to SMS Preferences

Field level log Child form

An Individual's SMS Opt In/Opt Out history can be tracked under the Field level log child form (Individual profile > more tab > Log tab).

SMS Field level log Child form.png

  • If a change is made in iWeb, the Changed By column displays the username of the iWeb user who performed the task on behalf of the customer.
  • If the change is made in eWeb, then the Changed By column will display the username or user’s email address of the customer (based on your system settings).
  • If the customer sends a message of ’1’ (for Opt In) or ‘2’ (for Opt Out) from their phone, the Changed By name displays as ‘Unknown’, as there is no real way to know who actually sent the message.  The Changed By field will display as ‘Unknown’ for every response sent via SMS message.

SMS Field level log Child form Unknown.png

Preferred SMS Flag on Phone Number

Once an Individual opts in to receive SMS messages, the selected phone number will be flagged as the Preferred SMS/Text Number on the Edit Individual Phone form (Individual profile > Telephone numbers child form > Edit).  The Preferred SMS/Text Number check box is read-only; this field may only be updated from the SMS Messaging section of the Edit Contact Information form.

Edit Individual Phone form new.png

The SMS column on the Telephone numbers child form allows you to easily identify an individual's preferred number for receiving SMS/text messages.

Telephone numbers child form new.png

 

SMS Communications Child Form  

The SMS Communications child form located under the Correspondence tab on an Individual Profile maintain logs of all the communications sent to the user through SMS.

The following columns are displayed on the SMS Communications child form:

  • PHONE NUMBER: This column displays the phone number to which the SMS message was sent.
  • SMS DESCRIPTION: This column displays information about the SMS communication sent to the Individual. 
  • STATUS: This column displays the status of the SMS messages: failed, sent, delivered, undeliverable, in queue.
  • CHANGE DATE: The date and time when the SMS message was sent.

SMS Communications Child Form.png

 

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