Attestation is the process of requesting permission to text message customers or prospects. This means getting legal consent to have communication and activity monitored and retained. Opt-In is a process which puts the power in the hands of your contacts and protects you and your staff regarding telecommunication regulations. In order to text compliantly, your organization will have chosen from either of the following opt-in methods:
- Opt-In: Requires the user to send the opt-in message. The contact must respond YES, verbatim, in order for the user to send further text messages.
- Personalized Opt-In: Allows the user to include a greeting message that appears prior to the opt-in message. The contact must respond YES, verbatim, in order for the user to send further text messages.
- Implied Opt-In: The user sends the opt-in message and is able to send follow-up text messages directly after. The contact can opt-out of the conversation at any time by responding STOP.
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In order to compliantly text your contacts, you may need to send them the Opt-In (attestation) message displayed here, before you can begin using your own custom language. Tap Ask for Permission to begin.
Once your contact responds Yes will you then be able to text them using your own custom language. If the contact does not respond for 24 hours, you will be able to re-send the opt-in message again, up to 5x in total.
Resending the (Opt-In) Attestation Text:
If the contact does not respond for 24 hours, you will be able to re-send the opt-in message again, up to 5x in total. Locate your contact's conversation and tap Ask For Permission to re-send. This button will only reappear once 24 hours have passed since your prior attempt.
Personalized Opt-In enables Hearsay Relate customers to customize the standard opt-in message before sending out to customers. When the feature is enabled, the user will be prompted to send the typical opt-in attestation message to unlock a new conversation; however, the user will also be able to customize the first part of the message before sending.
Hearsay provides standard recommendations for this message and, over time, it will populate with the user's most sent messages. The second part of the message is unable to be customized by the user as it is set at the org level and contains standard texting best practice policies.
Another option available, based on your organization's compliance policy, is the Implied Opt-In method. This prompts you to first send the opt-in message. However, directly after, you can begin texting your contact using your own custom language without the contact needing to respond Yes. Your contact can opt out of the conversation at any time by responding STOP.