In an effort to continue to maintain compliance with mobile carrier and U.S. regulatory requirements, we've implemented some updates to our CRM SMS functionality. The new process will require a double opt-in from the Lead - first a verbal opt-in followed by an SMS opt-in. The information below will outline the structure of the new process, along with the new actions you will need to take in order to both successfully and legally send SMS messages within CRM. 

To begin with, CRM will no longer send an automated SMS welcome message to a new lead. Outbound SMS will be disabled by default, as illustrated by the check mark found next to the SMS Opt Out box on the Lead Profile page. The first step in receiving approval from the Lead to send an SMS message is to verbally ask for it during the initial phone call. All of your calls should be being recorded and backed up on Ringcentral. This is how you will produce proof of verbal consent should the need ever arise. Once you've obtained verbal consent to send SMS messages, you will place a check mark next to the Verbal SMS Authorization box on the CRM profile. This action will result in the following message being sent to the lead:

"Welcome to 2nd Family. Msg&data rates may apply and message frequency varies. Do we have permission to communicate with you via text message regarding senior care? Please reply "YES" or "STOP"."

If the user replies "YES", then the check mark next to SMS Opt Out will be automatically removed, and full SMS functionality will be restored to the Lead profile. If the user ignores the message or replies with anything other than "YES", then you will receive the message on the Lead profile, but you will not be able to respond. You will need to call the lead and ask that they respond "YES" in order to receive SMS messages from you, the check mark will remain next to the SMS Opt Out field.

Once the double opt-in has been completed, a welcome message with the infographic will be sent as has been done in the past. At the point, the SMS messenger will function as it always has previously. Once a Lead is converted to a Client, the messenger will continue to be unlocked and will not require a second round of opt-ins. The new SMS compliance process will only apply to new leads created after 2/14/23. Any leads previously created will not be bound by the new process.

The video below will demonstrate the new process.

To summarize:

1. SMS for Leads in CRM is now deactivated by default

2. You will need to obtain verbal authorization from the Lead, and then check the Verbal SMS Authorization box in CRM

3. This will trigger an opt-in message to be sent to the Lead

4. If the Lead responds "YES", full messenger capabilities will be activated