Text Opt-In Features FAQ

Owned by Rachel Lai (Deactivated)
Last updated: Jun 09, 2017 by Caitlin Tupper

How will InTouch help me collect text message opt-ins from new leads?

In version 5.23.0 of InTouch FollowUp, whenever a new lead is added, we will attempt to obtain an electronic signature for text marketing consent by automatically sending them a text message asking them if they would like to subscribe to text messages from you. This new feature will help you collect opt-ins from all new leads and members. For more information about how this feature works, please read the v5.23.0 release notes.

How do I train my staff to collect text message opt-ins?

All customer-facing staff should be trained to comply with any text messaging legislation that applies to your country, region or state and your company's policy regarding text message marketing. In any training sessions you conduct you should also introduce the text message opt-in features available in InTouch Follow-Up.

  1. Remind sales staff to collect mobile numbers and text message opt-ins from leads, so that you can send out broadcast text messages on their behalf letting leads know about closeout promotions. 
  2. Train sales staff to collect opt-ins from new leads and members, by following these steps:
    1. When a lead calls or walks into your club, sales staff should add them to InTouch Follow-Up right away
    2. Staff should save the record in InTouch Follow-Up before the lead leaves the club or gets off the phone
    3. Upon saving the new record, staff should let the lead know that they will receive a text message asking them if they want to opt-in to future text messages
    4. Staff should advise the lead to text back "START" to subscribe to text messages from your club or "STOP" to unsubscribe

What about my existing leads and members?

On October 15, 2013 we will convert your existing leads and members to an "UNSUBSCRIBED- AWAITING OPT-IN" setting where they are opted-out of automated text messages. This will allow you to continue to send one-on-one text messages to your leads and members only; however they will not receive automated or broadcast text messages until they give you permission.

To help you get existing leads and members to opt-in to your automated text messages, we have added a new feature that will send out opt-in requests to people who are not subscribed to your text messages before sending out any automated text message to them as long as they have not received a request yet. If they do opt-in then they will start to get your automated text messages. We will only attempt to obtain the Opt-in permission once. For more information about how this feature works, please read the v5.23.0 release notes.

What about my imported leads and members?

We treat any leads or members that are imported or added via the InTouch Connector the same way that we treat existing leads and members. Imported leads and members will be set to an "UNSUBSCRIBED- AWAITING OPT-IN" setting where they are opted-out of automated text messages. This will allow you to continue to send one-on-one text messages to your leads and members and attempt to get them to opt-in; however they will not receive automated or broadcast text messages until they give you permission. 

As soon as you select this lead or member as a target for a broadcast text promotion they will be sent an opt-in text message to attempt to get their consent to receive the promotion, if they do opt-in then they will start to get your broadcast text messages.

What if a lead or member gets a new mobile phone number?

If you change a lead or member's mobile phone number, we will automatically send a text message opt-in request to the new number when you save the lead/member record. The lead or member will then have to text START from that new number, even if they were previously subscribed to your text messages.

What if I need to prove that someone opted in to my text messages?

We have added new history notes on lead and members records to provide you with proof that the lead or member did opt-in to your text messages. The history notes are time and date stamped so you have an accurate record of leads or members giving you written permission to send them automated text message appointment reminders, automated text message follow-ups and broadcast text messages.

Why can't I change a lead or member's Text Message Preference Settings in InTouch Follow-Up anymore?

The new lead and member text message preference settings cannot be edited by staff, this ensures that only the owner of that cellphone (the lead or member) can opt-in or opt-out of text messaging. 

What if a lead or member wants to change their text message subscription settings?

If a lead or member wants to change their text message subscription settings, you can:

  1. Search for the lead or member
  2. Click on the lead or member's name
  3. Click on the preferences tab to view the text message preference settings
  4. Hover over the question mark icon that shows the current text message subscription preferences
  5. Have the lead or member text START or STOP to the phone number listed 

OR

  1. Click on the Send Opt-In button to send the lead/member an email with a link to a web page where they can change their own subscription preference settings
  2. The lead or member can then set their own text message preferences and select the type of text messages they wish to subscribe/unsubscribe to.
     

How do my I get opt-ins from staff members so I can notify them via text message when their leads or members text back?

To help you get permission to send automated text alerts to staff, who are lead or member owners, when their leads or members text back, InTouch Follow-Up will automatically send out opt-in requests when the following scenarios happen:

  1. When Club Administrators enable text alerts so that lead and member owners are notified of incoming text messages, opt-in requests will be sent to all staff who are lead and members owners and have a mobile number attached to their profile.
  2. If staff text alerts have already been enabled, when a new staff member is added to InTouch Follow-Up and is given permission to own leads/members, an opt-in request will automatically be sent to the new staff member.
  3. If staff text alerts have already been enabled, when an existing staff member is given new permissions that makes them a lead or member owner, he/she will automatically receive a text opt-in request.
  4. If staff text alerts have already been enabled and a lead or member owner changes their mobile phone number in their profile, a text opt-in request will automatically be sent to the new mobile number.

When staff receive the opt-in request, they should text back "START" to ensure they receive text alerts when a text message arrives from their leads or members.

How will an InTouch Welcome Kiosk help me get text opt ins from my leads?

With an InTouch Welcome Kiosk leads enter their own contact details into InTouch Follow-Up. And because you collect all the information electronically through the Welcome Kiosk, you get accurate information and leads are immediately sent the text message opt in request.

How can I see which leads and members have opted in?

The All Leads Status report, the Won Leads report and the Active Leads report, found under Reports>Live Reports have Preferences on the right side. This has text as well as email and phone contact preferences