In this Article:

States have begun implementing independent regulations and restrictions on outbound calling and SMS for their residents. The instructions below outline the steps on how to create the following State’s (Washington and Oklahoma) Mini TCPA Workflow.

This article will take you through how to configure Workflow Automations to ensure compliance in Oklahoma and Washington in light of their new "Mini-TCPA" laws. We will cover creating Custom Dispositions and Fields for both States. 

 

Important: Please be aware that Convoso can only provide you with guidance to be compliant with these new rulings. You should use these steps, or other measures, at your own discretion and consult your own legal counsel.

 

Prior to creating your Workflow Automations, create these Custom Dispositions and Fields to use in your Workflow Trigger Events and Actions.  

 

Create Custom Dispositions

You will be creating two new Dispositions for each State, one is dial-able, and the other will be used to place Leads on a 24-hour hold. 

1.) To create the new Dispositions, click the Account main menu.

2.) Click the Dispositions menu option.

The Show Dispositions page will open.

3.) Click the Add Dispositions button. 

4.) Fill in the Abbreviation and Descriptions fields.

• • For more detailed instructions: Add New Dispositions.

• We recommend these Abbreviations (A) and Descriptions (B):

Status Abbreviation	Status Description
WAND	WA Non-Dialable
WARD	WA Redial
OKND	OK Non-Dialable
OKRD	OK Redial

5.) Click Create Disposition button at the bottom right.

 

Assign Dispositions to Campaign

The new Dial-able Dispositions will need to be assigned in the related Campaigns.

1.) To access the Campaign Settings: Click Campaigns from the Call Center menu options.

The Show Campaigns page will open.

2.) Click the name of the Campaign to access the Settings for that Campaign, or use the gear-wheel drop-down in the Action column.

The Campaign Settings page will open.

3.) Click the Dispositions tab.

4.) To assign your new Dial-able Disposition, clone your preferred Disposition using the Clone Dial-able Dispositions drop-down.

• For more detailed instructions: Clone the Statuses on a Campaign.

 

Create New Dial-able Dispositions

1.) Click the green Add Dial-able Dispositions button.

A new set of Dial-able Dispositions settings will be added.
The page will automatically scroll to where the new set has been added.

2.) Select a Redial Disposition from the drop-down in the Dial-able Status column (A).

3.) Input your preferred Call Cadence (B). The Call Counts and Delay Attempts.

• For more detailed instructions: Setting up Campaign Workflow Based Dialing.

4.) Select a Hopper Priority (C) if needed.

5.) Scroll to the bottom of the page and click the blue Apply Changes button in the bottom right.

Note: These steps will need to be repeated for all Campaigns dialing Leads in either Oklahoma or Washington.

 

Create Custom Fields

These fields will work as call counters, tracking the number of times that Washington or Oklahoma Lead is dialed.

1.) From the CRM main menu, click the Lead Layouts & Fields option.

The Manage Layouts page will open.

2.) Click the Fields tab.

3.) On the Manage Lead Fields page, click the Add Lead Field button.

4.) The page for the first step of this process will open.

In the Step 1: Choose the field type section, click the radio button next to Number.

The Step 2: Enter the Details page will open automatically after clicking on a Field Type radio button.

The Field Name, Label, and Name are required to add a New Field.

5.) Select a value in the Field Number (A) drop-down.

6.) Fill in the Field Label (B) and Field Name (C) fields.

• We recommend the Labels and Names listed in the table.

Field Label	Field Name
WA Call Counter	wa_call_counter
OK Call Counter	ok_call_counter

7.) Input 0 in the Default Value (D) field.

8.) Click the Add Field button, and the Field will be saved.
The page will refresh to show the Edit Lead Field page for that Field.

9.) Click the Save Changes button.

• For more detailed instructions: Add a Custom Field to Lead Layouts.

Assign Fields to Layout

The newly created Fields will need to be added to the associated Lead Layouts for Oklahoma and Washington Leads.

1.) Click the CRM main menu.

2.) Click the Lead Layouts & Fields menu option.

The Manage Layouts page will open.

3.) Click the name of the Layout you want to edit, or use the gear-wheel drop-down in the Action column and click Settings.

The Edit Layout page will open.

• Add Fields to the Fieldsets section using drag-and-drop function with your mouse.

4.) Click on, and Drag, the necessary Field from the Fields window of the Form Control section to the Fieldsets section, and Drop the Field where you want it to appear in the form.

5.) Click the Apply Changes button.

• For more detailed instructions: Edit a Layout – Assigning Fields to Fieldsets.

 

Create Custom Workflows for Oklahoma and/or Washington

You will be creating three new Workflow Automations. Once you have created the Automations for one State, you can clone them and change the Workflow Events and Actions for the second State.

Note: If you have created Workflow Automations for the Florida "Mini-TCPA" Law, then you can clone those three Workflows and apply these updates:

• Change Call Counter in all three Workflows to the correct State, either OK/WA.
• Change Statuses to correct State in: Change Status After 3rd Call and Reset Counter Dial After 24 HR workflows.
• Change State, Postal Codes, and Area Codes in the Lead Fields and Call Data Trigger Events for Call Counter and Reset Counter Dial After 24 HR workflows.
• Change Campaigns within this Workflow, if necessary.

 

Add new Workflow Automations: 

1.) Click the CRM main menu.

2.) Click the Workflow Automation menu option.

The Show Workflow Automation page will open.

3.) Click the blue Add New Workflow button.

4.) Refer to the settings below to create each of your new Workflows.

5.) Click the Apply Changes button.

The Workflow Events, Actions, and Action Sets sections (A) will appear on the page below Campaigns within/Not within this Workflow section.

• A) This is where the Workflow Trigger Events and Workflow Trigger Actions will be created by clicking Add Event + and Add Action + in each section.

• B) To delete or add an Action Set click the Delete Action Set or Add Action Set buttons as needed.
• C) When finished, click the Apply Changes button on the bottom right of the page.

Note: If you are calling Leads in both Oklahoma and Washington, then you will need one of each Workflow for both states.

• For more information: Creating a Workflow Automation.

 

Workflow #1:

• Suggested Name: OK/WA Call Counter
• Suggested Description: Update Call Counter Field if State, Zip or Area Code is within OK/WA
• Relation: Campaign
• Stop Workflow if: Never
• Perform Action On: 100% of the time
• All Campaigns: No
• Use the arrows to manually assign the Campaigns you want associated with this Workflow.
  • The doubled arrows at the top and bottom will move all Campaigns from one group to the other.
  • While the single arrows between them can be used to move only the Campaigns you highlight by clicking on them with your mouse.
    

Note: Even if you want to use this Workflow for all of your Campaigns, you should not use the All Campaigns toggle. This setting will ignore any system Dispositions from being used as a Trigger.

• Trigger Events should include:
  • Type: Dispositions to include all Dialable Statuses.
  • Type: Lead Fields to require the following with an 'Or' Operator:
    • State value 'Is equal to' OK/WA.
    • Postal Code to be 'With/In' all OK/WA ZIP codes.
    • (Call Log Data) Phone Number starts with/in all OK/WA Area Codes.

• • Call Type: Manual and Outbound Auto-Dial.

• Trigger Action set for Field Action Type.
  • Set newly created Contact Counter Value for Current Value +1

• • Set a delay of a few minutes using the Schedule tab.

Note: The Delay should be more than the average time that an Agent stays on the Lead Data page to make sure the Agent will not override the Lead's Data upon save.

 

Workflow #2:

• Suggested Name: Change Status After 3rd Call.
• Suggested Description: Update to non dial-able status after 3rd call.
• Relation: Campaign
• Stop Workflow if: Never
• Perform Action on: 100% of time.
• All Campaigns: No
• Use the arrows to manually assign the Campaigns you want associated with this Workflow.
  • The doubled arrows at the top and bottom will move all Campaigns from one group to the other.
  • While the single arrows between them can be used to move only the Campaigns you highlight by clicking on them with your mouse.
    

Note: Even if you want to use this Workflow for all of your Campaigns, you should not use the All Campaigns toggle. This setting will ignore any system Dispositions from being used as a Trigger.

• Trigger Events should include:
  • Dispositions to include all Dial-able Statuses.
  • Lead Field to require Contact Counter Value to be Greater than or Equal to 2.
  • Call Type: Manual and Outbound Auto-Dial.

• Trigger Event should include Status Change to OK/WA Non Dial-able Status.

Note: No need to Add a Delay on this.

 

Workflow #3

• Suggested Name: Reset Counter after 24hrs.
• Suggested Description: Reset Counter after 24hr from first call attempt. Change back to Dial-able Lead.
• Stop Workflow if: Reached Status
• Perform Action On: 100% of the time
• All Campaigns: No
• Use the arrows to manually assign the Campaigns you want associated with this Workflow.
  • The doubled arrows at the top and bottom will move all Campaigns from one group to the other.
  • While the single arrows between them can be used to move only the Campaigns you highlight by clicking on them with your mouse.
    

Note: Even if you want to use this Workflow for all of your Campaigns, you should not use the All Campaigns toggle. This setting will ignore any system Dispositions from being used as a Trigger.

• Trigger Events should include:
  • Dispositions to include all Dial-able Statuses.
  • Lead Fields to require the following with an 'Or' Operator.
    • State value to equal OK/WA.
    • Postal Code to be with/in all State ZIP codes.
    • (Call Log Data) Phone Number to be starts with/in all State Area Codes.

• • Call Type: Manual and Outbound Auto-Dial.
  • Lead Field to require Contact Counter value to be Less than 1.

• Trigger Actions to include:
  • Lead Field for newly created Lead Contact Counter field to 0.

• • Status Change to newly created Dial-able Status, such as WA Redial.

• • Be sure to set a Schedule for both actions for 24 hours.

• • Add a 24-hour delay.

If you send your Leads automated SMS messages, you will need to continue with the following step to account for these contact attempts accurately.

 

5.) Add this Trigger Action to your existing SMS Workflow Automations.

• Trigger Action set for Field Action Type
• Set newly created Contact Counter Value for Current Value +1.

Note: This event will be in addition to your existing event of sending an SMS.