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.
NOTE: This article contains visual media. If you are viewing this article via our Web Widget, please click the button at the top-right corner, to the right of this Help Center article's title, to view this content.
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.
Resending the (Opt-In) Attestation Text:
Note: The ability to resend the opt-in message, as well as the number of attempts available to resend it, is controlled by your organization and varies amongst Hearsay customers. For more specific information, please consult your organization's compliance team.
If the contact does not respond for 24 hours, and if permitted by your organization, you may re-send the opt-in message. To re-send, 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.
Customized Opt-In:
Customized 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.
For mobile, watch the video below:
- To send the Opt-In Message, open Hearsay Relate on your mobile phone and tap the pencil icon in the top-right corner.
- Enter in the phone number or name of a contact.
- At the very bottom of the screen, your Opt-In Attestation message will appear. Above it, you can add a custom greeting, such as “It’s Josh from Hearsay.”
- Once written, tap the send button.
- Your contact will be instructed to respond with the word, “Yes.” If they respond with anything except “Yes” or “Stop”, Hearsay Relate will respond on your behalf, reminding the user to respond “Yes” verbatim, in order to continue texting.
- Once the contact responds, “Yes” the bottom of the screen will unlock and you can begin sending additional text messages.
Disclaimer (Implied Opt-In):
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.
For mobile, follow these steps below:
- To send the disclaimer attestation message, open Hearsay Relate on your mobile phone and tap the pencil icon in the top-right corner.
- Enter in the phone number or name of a contact at the top. At the bottom of the screen, a preview of the disclaimer attestation message will appear.
- Tap the Send button, and the disclaimer attestation message will be sent to your contact.
- Once the message is delivered, the bottom of the screen will unlock, and you can begin sending additional text messages.