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The CallPotential system handles texting within the system in an opt-in opt-out method that can be configured by the operator depending on the local regulations or laws.  Below is an explanation of the way the system views these selections

  • The CallPotential system treats text messages and automated collection calls with the same set of rules. If a customer has opted out via a “stop” request then the system will also stop placing prerecorded calls to the requested number 

  • If a number has submitted a “stop” request then that number will be added to our opt out database and will no longer receive messages or calls for any customer and lead record for that location until the caller has opted back in.

General

  • Invalid or out of service number - in the event the system receives a notification that a number is not text capable or is out of service, it will be temporarily placed (90 days) on an opt out list.  Once this temporary opt-out is in place the number will be unable to receive messages until it has expired.

  • Users are unable to override a customer initiated opt-out.  The only way to opt them back in is for the customer to do so via texting start to one of the CallPotential numbers 

  • Automated messages sent via follow up and collection workflow have “Opt-Out” instructions attached to the bottom of every message sent. 

  • Manually sent 2-way text messages do not automatically apply Opt-Out instructions as they are part of the conversation

    • If a number is set to opt-out, 2-way text will not function.  The number must not be in opt-out status in order to send any kind of text message.

Customers

  • Opt-In 

    • Customers are normally opted in through the lease that is signed.

    • If a customer has opted out they can opt in by texting “start” to any CallPotential number

  • Opt-Out 

    • Customers can be opted out via the following methods

      • Text Stop 

      • Manager (user) entered stop request

      • Bankruptcy exclusion entered by user

    • Users are unable to remove an opt-out that was received via text message.  Users are only able to remove an opt-out that was manually placed by a user. 

Leads

  • Opt-In

    • Leads can be opted in through the following methods

      • Admin can decide whether a lead should, by default, be opted in or out.

      • If the default is set to opt-out, the user will be prompted to confirm if they have received permission.  If the user clicks Yes, then the lead will be opted in.  If they click No or do nothing then the lead will remain as opted out.  This also includes all leads loaded from the API as they will utilize the default setting of Opt-Out

        • It is recommended that inbound calls be recorded to allow the recording to function as an authorization method in accordance with the esign Act. 

      • If the Admin sets the default setting to not require Opt-In protocols then every lead will be automatically be opted in.  This setting does not affect the Opt-Out procedure as there is no setting within CallPotential to allow you to bypass the Opt-Out procedure.

    • If a customer has opted out they can Opt-In by texting “start” to any CallPotential number

  • Opt-Out

    • Customers can be opted out via the following methods:

      • Text “Stop” 

      • User entered “Stop” request

    • Users are unable to remove an Opt-Out that was received via text message.  Users are only able to remove an Opt-Out that was manually placed by a user. 


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