SMS Text Channel Setup: Double Confirm Opt-in Campaigns

In order to comply with regional marketing regulations, Engage+ can be configured to enforce a "Double Confirm Opt-in" method for validating consumer eligibility. The Double Confirm Opt-In process is designed to prevent people from subscribing other people without their consent. When using this method, the consumer must register to receive your marketing text messages, AND confirm the registration. Only consumers who have completed both steps in this process (i.e., the "double opt-in") will be considered eligible to receive text messages.

Enforcement of the double opt-in is managed at the Sender Profile level. A Sender Profile can be configured with the "Requires Confirmation" parameter. When this parameter is enabled, all SMS Text Campaigns deployed using this Sender Profile will check the consumer's double opt-in status before sending that consumer a message. This parameter is enabled by default for all new U.S. Sender Profiles, in order to comply with the Telephone Consumer Protection Act (TCPA) and industry guidelines. Enabling this parameter for non-U.S. Sender Profiles is being reviewed at this time.

An example of the double-confirmation process using a Web Form is depicted below:

Create the Confirm Campaign

Click hereClick here

To create the Confirm Campaign:

From the System Tray, select Campaigns > Management > Campaigns. The Campaigns screen is displayed.
In the Tool Ribbon, click Home > New. A "New Item" pop-up window is displayed.
To select the folder where you want to save this new Campaign, click the folder name in the Navigation Tree on the left side of this pop-up. The "Where?" field is updated with the selected folder name.
In the "Name" field, enter a name for your new Campaign. This name must be unique within the selected folder.
From the "Data Source" drop-down menu, select the source table from which this Campaign will pull its audience of recipients.
From the "Type" drop-down menu, select "Event-triggered."
From the "Channel" drop-down menu, select "SMS."
Click save new item. The Workspace is refreshed to show a blank Campaign details screen, where you can configure the details of the Campaign.
The trigger mechanism for this Campaign is typically a Web Form Submission or API Post. To define this trigger, click Edit > Add Trigger in the Tool Ribbon. From the "Add Trigger" drop-down menu, select the desired trigger mechanism. The "Build Trigger Criteria" pop-up window is displayed.
In the "Build Trigger Criteria" pop-up window, select the desired trigger options, such as a specific web form or API Post, for example.
Click save criteria. The system displays the trigger criteria details within the "Trigger" section.
From the "Sender Profile" drop-down menu, select the Short Code that you'll use to send out the "confirm" message.
The default audience for a triggered-Campaign is "All Triggered Records." You can optionally apply a Filter to this audience, but for the purposes of a Confirm response, you likely want to leave the default audience.
In the "Content" section, select a message encoding option -- either "Latin 9 (ISO)" or "Unicode."
The "Expiration Date" field is used to set an end-date on the Keyword Group assigned to this Campaign. The "confirm" Campaign doesn't utilize a Keyword Group, so you can leave this field blank.
In the "Content" field, enter the Confirm message content. This message should contain instructions for how to confirm the consumer's opt-in request. For example: "Reply YES to confirm your subscription."
The default Campaign schedule will queue and send messages immediately after receipt of the trigger mechanism. The "Sending" section allows you to optionally define a customized queueing / sending schedule for your Campaign.
If the Sender Profile you selected above has been configured to enforce the Double Confirm Opt-in process, a "Confirmation SMS" check box is displayed within the "Sending" section. Place a check in this check box. This option allows you to override the "double confirm" validation check, and send messages to unconfirmed recipients.
The "Responses" section allows you to set up link tracking for any links that the platform detected within your message content.
In the Tool Ribbon, click Edit > Save.
In the Function Menu, click "Launching." The Launch screen is displayed.
In the Tool Ribbon, click Launch > Launch Campaign.

Create the Confirm Keyword Group

Click hereClick here

Next you need to define the Keyword Group that contains the confirmation keyword, or keywords. To set up the "Confirm" Keyword Group:

From the System Tray, select Campaigns > Execution > SMS Keywords. The SMS Keywords screen is displayed.
Above the list of existing Keyword Groups, click the New Item button. A "New Keyword Group" pop-up window is displayed.
In the "Name" field, enter a name for the new Keyword Group.
Click save new item. The Workspace is refreshed to show a blank Keyword Group detail screen.
The "SMS Keywords" section is used to define all of the Keywords in this group. In the "Add New Keyword" field, enter a Keyword, then click the add button (plus-sign icon). Repeat this step as needed to define more Keywords for this Keyword Group.
The "Status Fields" section is used to set a status flag based on the receipt of a response containing one of the Keywords in this group. Every mobile phone field (where the Data Type of the field is "Phone") has a corresponding, system-generated double-confirm status field. Select the desired phone field from the drop-down menu, then select a status value of "Double Opt In."
When finished, click Edit > Save in the Tool Ribbon.

Create the Welcome Campaign

Click hereClick here

To create the Welcome Campaign:

From the System Tray, select Campaigns > Management > Campaigns. The Campaigns screen is displayed.
In the Tool Ribbon, click Home > New. A "New Item" pop-up window is displayed.
To select the folder where you want to save this new Campaign, click the folder name in the Navigation Tree on the left side of this pop-up. The "Where?" field is updated with the selected folder name.
In the "Name" field, enter a name for your new Campaign. This name must be unique within the selected folder.
From the "Data Source" drop-down menu, select the source table from which this Campaign will pull its audience of recipients.
From the "Type" drop-down menu, select "Event-triggered."
From the "Channel" drop-down menu, select "SMS."
Click save new item. The Workspace is refreshed to show a blank Campaign details screen, where you can configure the details of the Campaign.
The trigger mechanism for this Campaign is the receipt of a text message containing any of the Keywords in the Confirm Keyword Group you created above. To define this trigger, click Edit > Add Trigger in the Tool Ribbon. From the "Add Trigger" drop-down menu, select ""Mobile SMS Response." The "Build Mobile (SMS) Response Criteria" pop-up window is displayed.
Place a check mark next to "... to a specific SMS ShortCode." The system creates a new tab named "SMS Short Code."
From the "Select a Short Code" drop-down menu, select the Short Code that customers will use to send you text responses.
Return to the "Add Criteria" tab. Place a check mark next to " ... with a specific SMS keyword." The system creates a new tab named "SMS Keyword."
From the "Select a Keyword" drop-down menu, select the Confirm Keyword Group you defined above.
Click save criteria. The system displays the trigger criteria details within the "Trigger" section.
From the "Sender Profile" drop-down menu, select the Short Code that you'll use to send out the "welcome" message.
The default audience for a triggered-Campaign is "All Triggered Records." You can optionally apply a Filter to this audience, but for the purposes of a Welcome response, you likely want to leave the default audience.
In the "Content" section, select a message encoding option -- either "Latin 9 (ISO)" or "Unicode."
The "Expiration Date" field is used to set an end-date on the Keyword Group bound to this Campaign. You likely want your Confirm Keyword Group bound to this Campaign indefinitely, so leave this field blank.
In the "Content" field, enter the message content. This message should welcome consumers to your SMS Text marketing community. The message must also contain the following required legal information:
- The number and frequency of expected messages. For example: "You will receive 4 msgs/mo."
- Instructions for how to receive assistance. For example: "Reply HELP 4 help."
- Instructions for how to opt-out. For example: "Reply STOP to cancel."
- Legal disclaimer about data rates. For example: "Msg&DataRatesMayApply."
The default Campaign schedule will queue and send messages immediately after receipt of the trigger message. The "Schedule" section allows you to optionally define a customized queueing / sending schedule for your Campaign.
The "Responses" section allows you to set up link tracking for any links that the platform detected within your message content.
Next you need to "bind" the Confirm Keyword Group to this Campaign. Binding the Keyword Group means that all responses will be tracked and associated to this Campaign only (Keyword Groups can be bound to only one Campaign at a time). In the Tool Ribbon, click Responses > Add Keyword Response. The "SMS Keyword Responses" dialog box is displayed.
From the "Short Code" drop-down menu, select the Short Code to which customers will text their responses.
From the "Keyword" drop-down menu, select the Confirm Keyword Group you created above.
From the "Match Phone Field" drop-down menu, select the desired "Phone" field on the Campaign's source table. The system will look for a match between the mobile phone number on the customer's response and the field you select here, in order to identify the customer.
Leave the "Confirmation Message" text field blank.
Click save response. The system adds a new section named "SMS Keywords" within the "Responses" section of the Campaign detail screen. From this new section, you can see a list of all the automated response Keyword Groups assigned to this Campaign.
In the Tool Ribbon, click Edit > Save.
In the Function Menu, click "Launching." The Launch screen is displayed.
In the Tool Ribbon, click Launch > Launch Campaign.

Back to SMS Text Channel Setup