You can now modify the SMS Preferences for your Clients individually so that you can market to your customers via text messaging in a compliant manner, ensuring your Clients only receive text messages that they want to receive.
What you'll be able to do from this screen:
- Mark a Client as verified Opted In (this helps you send out compliant text campaigns to only Clients that you've designated as fully opted in)
- Move a Client to Opted Out if they request to no longer be contacted via text messaging
- Honor a Client's request to no longer receive certain types of Text Automations (including Price Reduction notifications, and soon to be New Vehicle Arrival notifications), even if they don't reply with the exact opt out keyword
Having the ability to honor opt out requests by your Clients allows your dealership to text customers in a compliant manner.
Where can I manage the SMS Preferences for my Clients?
There are multiple places where you can easily pull up and mange the SMS Preferences for your Clients. They're listed below:
From a Client's profile page
From an Opportunity Quick View
While on the Calls and Texts module
While on the executions details pages of Text Campaigns and Automations
Overview of each SMS Preference
The Overall SMS Preference
The Overall SMS Preference is the master preference that determines whether a Client is opted in or opted out of SMS-based communication with your dealership. If you want to prevent all text communication with a Client, simply change the Client's Overall SMS Preference to Opted Out.
Unknown ❔
This is the default Overall SMS Preference status when a Client is first created. Clients in this status can be manually texted, and Text Campaigns and Text Automations are also eligible to be sent to them. However, if you're building a new Text Campaign, and "Include Clients with an "Unknown" SMS Opt-In Status" is turned enabled, then Clients with the Unknown Overall SMS Preference will not be included in the Text Campaign.
Opted In ✅
Clients with Opted In for their Overall SMS Preference can be texted manually, similar to clients in the Unknown status. The benefit of this status is that you can send compliant Text Campaigns to Clients that are Opted In. This means you can send text campaigns to Clients knowing that only those who've given you verbal or written consent will receive the text campaign. Therefore, it's highly recommended that you obtain permission from your customers to send them marketing-related text messages, and mark their Overall SMS Preference as Opted In.
Opted Out ❌
If you want to prevent all text communication with a Client, simply change the Client's Overall SMS Preference to Opted Out. In this status, all Text-based communication will be prevented. This includes manual texting from both the web and mobile apps, Work Plan texts, Internet Lead auto-responder texts, Text Campaigns, and Text Automations. All Automated SMS Preferences will also be turned OFF automatically.
Price Reduction Notifications (and future Automated SMS Preferences)
Managing the Automated SMS Preferences for a Client is a great way to enable and disable certain types of automated SMS-based messages for them. If a Client opts out of a certain type of Text Automation by replying "STOP PRICE DROP", this switch will be automatically turned OFF, and Selly Users will not be able to opt them back in unless they reply with the opt-in key-phrase of "START PRICE DROP". If a Client requests to opt out of certain types of automated text messages (without explicitly replying with the granular opt-out key-phrase), you can manually opt them out by turning off the switch. It's important that you honor your customers' requests to opt out of certain types of messages in order to not only remain compliant while texting, but also to build trust with your customers.
Example Scenarios
Scenario 1 - Client responds to a Price Reduction Text Automation, requesting to no longer receive Price Reduction messages.
While viewing the Client's Text Conversation history, click on Manage Opt-In Status. This will bring up the Client's SMS Preferences.
Toggle the switch that you see next to Price Reduction Notifications to the off position.
This will ensure that the Client no longer receives Price Reduction notifications.
Scenario 2 - Client requests to be taken off of your marketing list
While viewing the Client's Text Conversation history, click on Manage Opt-In Status. This will bring up the Client's SMS Preferences.
Next to Overall SMS Preference, select the Opted Out icon (the icon on the left).
Note that when a Client's Overall SMS Preference is set to Opted Out, all of their Automated SMS Preferences are automatically toggled off as well, and no text message communication can take place with the Client.
Additional best practices
- You can only mark a Client as opted in after being opted out if they were opted out manually by a User. If the Client opted out by sending an opt-out keyword message (i.e. "stop", or "stop price drop", for example), you won't be able to move them back to opted in.
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