How do I use SMS opt out

How to use SMS opt out

ATTENTION: THE INFORMATION IN THIS ARTICLE MAY BE OUTDATED SINCE MAY 25, 2018 DUE TO OPT IN/OUT CONSENT CHANGES. PLEASE REFER TO https://kb.eou.edu/faq/how-do-our-consent-fields-work FOR UPDATED INFORMATION.

SMS functionality in the CRM highly depends on whether a student has opted in or out of this type of communication.

• Use the first section to learn about the fields used.
• Use the second section to learn about using the fields.
• Use the third section to learn about how the fields are used by automatic processes.

How to read the fields

There are two fields that are used in conjunction to determine the opt in status of a student:

• SMS opt out - A check box
• SMS opt in date - a date field

Below, the Status column will be described.

Note: The status column is not a field in the CRM, it is terminology for describing what the first two columns represent.

• No Response:

  • This means we have not yet gotten the student to say yes or no.

• Opted In:

  • This means the student was opted in by answering “Yes” on a form, or automatically by the online application.

• Opted Out:

  • This means the student was opted out by answering “No” on a form.

• This indicates a student replied stop:

  • This means that if you see this combination, it is likely due to a student who has opted out via texting STOP, or someone entering data manually, although doing it manually should be avoided.

How to use the fields

When opting a student in or out manually it is important to follow this table.

The first two columns show what values are required for the two fields to meet the desired status. Important: When opting out a student, always be sure to clear the date field before you save. This is represented in the table above via row 4.

How the fields are used automatically

There are several ways these fields will be used by automatic processes:

• Form Assembly

  • The typical form assembly form that asks for consent uses a Yes/No question, with the phrase can we text you (not the actual phrase).
  • A Yes response will uncheck the SMS opt out box, and set the response date to the SMS opt in date.
  • A No response will check the SMS opt out box, and clear the SMS opt in date.

• Texting

  • A student always has the option to reply to the campus texting number with the word STOP to cancel the communication subscription.
  • This will check the SMS opt out box, and leave the date field populated.
  • The date field can not be cleared via this method like the other methods do.

• Online Application

  • The online app has a workflow that will fire when the app is submitted that acts as an auto opt-in. (Workflow - Login Required: https://www.google.com/url?q=https%3A%2F%2Fna23.salesforce.com%2F01Q16000000ElOp&sa=D&sntz=1&usg=AFQjCNEFqkLLwiKcOZsmKsRN_KT8VNwz5A)
  • The workflow will, amongst other things, update the SMS opt in date field with the submitted date, and uncheck the opt out box if it was checked.
  • Then a different workflow will send a text message template providing the chance to opt out if desired. (Template - Login Required: https://www.google.com/url?q=https%3A%2F%2Fna23.salesforce.com%2Fa1Z1600000FayaJ&sa=D&sntz=1&usg=AFQjCNEb965SgrnGeROrRlwzpG9ffIOf4Q)