Is 3CX considering any kind of 10DLC flow support?

[CybTech]

I know it's a long shot considering this regulation only applies to the U.S. However, I just went through the campaign setup and I found it very frustrating. It's obviously a poorly implemented government regulation, however now that's its required it would be nice if 3CX had some minimal automations that supported the flows and policies we have to adhere to.

For example, none of the communications with 3CX are automated. But we still have to treat each contact like it's an automated system, meaning if they send a start, stop, help text they get an automated response.

In essence its CAN SPAM for SMS.

At a minimum, it would be cool if 3CX kept each number as a contact record with the basic functionality related to opt-in (start, sends automated reply and allows SMS messaging for the contact, etc)

Additionally, and API end point so contact forms on websites, help desk, etc. could interact with that contact record or create with an approved opt in.

Optionally, a dedicated URL for contacts to use where they could check their status and opt-in / out of various campaigns or use cases associated with various numbers or groups of numbers.

What I'm supposed to do now, to stay compliant, is to fake the automated replies. I have no plan on doing this because everyone I interact with knows me and they would not complain. That said, in theory I could get in trouble for doing this. So having a solution to manage this compliance built in would be extremely helpful.

 

[CybTech]

My Telnyx rep was kind enough to provide me with templates for the various flow's a contact can opt-in by. I'm posting them to give an idea of what is required to support SMS 10DLC regs. If 3CX had features around contacts that supported these flow that would be very useful. Especially, while getting an opt-on over a phone call.

Templates:

[B]1. Digital Consent (e.g., Web Form or Contact Us Page)[/B]

[B]Message Flow:[/B]

The user navigates to [Brand Name]'s website and fills out a contact form or subscribes via a specific opt-in page at [url].

The opt-in form clearly states:

[I]"By providing your phone number and clicking 'Submit,' you agree to receive SMS [update type] from [Brand Name]. Message frequency may vary. Standard Message and Data Rates may apply. Reply STOP to opt out. Reply HELP for help. Consent is not a condition of purchase. [Brand Privacy Policy URL] [Brand Terms URL]."[/I]

The system sends an automatic confirmation SMS to the subscriber’s provided phone number:

[I]"Thank you for opting in to [Brand Name] updates! Msg freq may vary. Std msg & data rates apply. Reply STOP to opt out, HELP for help."[/I]

[I]Link to form or link to screenshot of form if the form is not public[/I]

[B]2. Verbal Consent (Over the Phone or In-Person)[/B]

[B]Message Flow:[/B]

When a customer [calls or walks] in to [phone number or office] which is published at [url or how user learns number/address] The representative explains the consent process verbally:

[I]Agent asks would you like to receive [use case(s)] via sms? If customer says “yes” then agent says "By providing your phone number, you agree to receive SMS [Use Case(s)] from [Brand Name]. Message frequency may vary. Standard Message and Data Rates may apply. Reply STOP to opt out. Reply HELP for help. We will not share mobile information with third parties for promotional or marketing purposes. [/I]

Once the customer verbally agrees, the phone number is recorded, and a confirmation SMS is sent:

[I]"You have agreed to receive SMS updates from [Brand Name]. Msg freq may vary. Std msg & data rates apply. Reply STOP to opt out, HELP for help."[/I]

[B]3. Physical Consent (e.g., Paper Form)[/B]

[B]Message Flow:[/B]

The user fills out a paper form during [appointment/onboarding/renewal/etc.] in which they provide their phone number and sign their consent.

The form includes a disclaimer:

[I]"By signing this form and providing your phone number, you agree to receive SMS [Use Case(s)] from [Brand Name]. Message frequency may vary. Standard Message and Data Rates may apply. Reply STOP to opt out. Reply HELP for help. Consent is not a condition of purchase. [Brand Privacy Policy URL or privacy policy verbiage about mobile sharing] "[/I]

Once the information is entered into the system, the user receives a confirmation SMS:

[I]"Thank you for signing up for SMS updates from [Brand Name]. Msg freq may vary. Std msg & data rates apply. Reply STOP to opt out, HELP for help."[/I]

[I]Link to hosted copy of the paper form[/I]

[B]4. Opt-In by Keyword Message[/B]

[B]Message Flow:[/B]

The [brand] provides a keyword (e.g., "START") and a number (e.g., 123456) via [a channel such as a website, flyer, or QR code.]

The keyword opt-in process includes a disclaimer:

[I]"Text [START or similar] to [123456] to opt in to receive SMS [use case(s)] from [Brand Name]. Message frequency may vary. Standard Message and Data Rates may apply. Reply STOP to opt out. Reply HELP for help. Consent is not a condition of purchase. [Brand Privacy Policy URL or privacy policy verbiage around mobile data sharing"[/I]

When the user texts "START," the system responds with:

[I]"Thank you for opting in to [Brand Name] SMS updates! Msg freq may vary. Std msg & data rates apply. Reply STOP to opt out, HELP for help."[/I]

[I]Link to where phone number or qr code is advertised or link to screenshot of where phone number or qr code is advertised[/I]

[B]Opt-In by Inbound Message[/B]

[B]Message Flow:[/B]

The [brand] provides a number (e.g., 123456789) via [a channel such as a website, flyer, or QR code, business card, email signature, etc.]

The opt-in process includes a disclaimer:

[I]"Text [whatever] to [123456789] to opt in to receive SMS [use case(s)] from [Brand Name]. Message frequency may vary. Standard Message and Data Rates may apply. Reply STOP to opt out. Reply HELP for help. Consent is not a condition of purchase. [Brand Privacy Policy URL or privacy policy verbiage around mobile data sharing"[/I]

When the user texts to the number the system responds with:

[I]"Thank you for your message to [Brand Name]! We will be with you shortly. Msg freq may vary. Std msg & data rates apply. Reply STOP to opt out, HELP for help. We will not share or sell your mobile information for marketing/promotional purposes."[/I]

Link to where phone number or qr code is advertised or link to screenshot of where phone number or qr code is advertised

 

[Mike Hammett]

Improving 3CX's support for 10DLC would be nice.