States such as Florida, Washington, and Oklahoma have begun implementing independent restrictions on Outbound calling and SMS for their residents.
This article will walk through creating a StateTracker Rule using our new Campaign management tool, built to support Compliance with new "mini-TCPA" laws.
For more about current and pending "mini-TCPA" regulations, please check out our blog's Compliance & TCPA section.
Note: For clients with Florida “mini TCPA” Workflows enabled, we strongly recommend migrating to the new StateTracker rules setup. You must turn off any Workflow Automation that is aimed to limit the number of calls in accordance with "mini-TCPA" laws when using StateTracker Rules.
Important: Convoso provides this call configuration tool to make it easier to configure your use of the Convoso system with Compliance in mind. It does not account for all possible compliance requirements, and Convoso does not recommend any particular configuration. You remain solely responsible for using the Convoso system in Compliance with all laws, including the TCPA, state "mini-TCPAs," and other regulations.
Why do I need this?
Enabling Convoso's new StateTracker rule engine with built-in state and area code filters will make it easy and efficient to facilitate Compliance with new regulations.
The rule engine tracks your Contact Attempts, including SMS, and adjusts the Lead's Dialable Status according to your set parameters.
Please Note: This tool is available upon request. Please contact your Onboarding Manager or Customer Success Manager to have this feature enabled.
Contents:
Adding a StateTracker Rule
1.) Click the Call Center main menu.
2.) Click the StateTracker option.
The Show StateTracker Rules by State page will open.
3.) Click the Add Rule button.
The Add StateTracker Rule page will open.
4.) Configure the following in Rule Configuration and Rule Application:
- (A) Rule Name
Enter a name for your Rule. - (B) State
Select the State that this Rule will apply.- For example: If you select Florida, this will apply to all your Florida Leads.
- For example: If you select Florida, this will apply to all your Florida Leads.
- (C) Status
Defines whether the StateTracker Rule is Active or Inactive.
- When activating a Rule for the first time, we recommend doing so when you are not actively dialing, (before dialing begins for that state for that day or during off hours.)
- (D) Include Area Code?
It is defaulted to Yes with no option to change. The filters for the rules work with OR logic. It will check if a Lead is in Florida by State and then by Area Code. If at least one matches, the Rule will be applied. - (E) Include Zip Code?
This is an optional setting disabled by default. If enabled, it will work with the same OR logic and check if the Lead's State OR Area Code OR ZIP is in Florida. If at least one matches, the Rule will be applied. - (F) Include SMS as a Contact?
This setting also allows you to apply your StateTracker Rule to SMS contacts. It also locks to a default of Yes. - (G) Maximum number of contact attempts
This setting defines how often you can contact a lead within the set period.- For example: If the "mini TCPA" law indicates you can only contact a lead three times in a 24-hour interval, then you would set the Maximum number of contact attempts to 3 and the following time period setting to 1 day or 24 hours.
- (H) Within what time period?
This setting defines the interval in Days or Hours that the contact attempts can be made. - (I) When does the above time period start?
This setting defines when the Time Period for contact attempts should begin.
- Beginning of the day (12 AM)
- After contact attempt number
- Contact attempt drop-down: For selecting the Number of the Contact Attempt.
You can manage how Callbacks are processed under StateTracker rules in Global Settings.
- To learn more, see StateTracker Global Settings.
5.) Choose which Campaigns will have this Rule applied using the Campaigns this Rule will be applied and Campaigns this Rule will not be applied fields in Campaign Selection.
- Select the Campaign(s) you want to remove and use the arrow buttons to switch them to the Campaigns this Rule will NOT be applied list.
6.) Click the Save Rule button.
The StateTracker Campaign Selection Confirmation window will appear to remind you that the removal of Campaign(s) will stop the rule processing, reset the StateTracker contact attempt count, and make StateTracker blocked Leads dial-able again for the removed Campaign(s).
7.) Click Confirm to save your Rule or Cancel to make adjustments.
8.) You can now see your new Rule on the ShowStateTracker Rules by State page.
Editing StateTracker Rules
1.) Click the Call Center main menu.
2.) Click the StateTracker option.
The Show StateTracker Rules by State page will open.
3.) Click either the Name of the Rule you want to edit or the Edit option in the Action gear wheel drop-down.
The Edit StateTracker Rule page will open.
4.) Configure the fields as needed. For descriptions of each field, please look at the Adding a StateTracker Rule section above, as they are the same.
5.) Click the Save Rule button.
If you removed any Campaigns from the Campaigns this Rule will be applied list, then the StateTracker Campaign Selection Confirmation window will appear to remind you that the removal of Campaign(s) will stop the rule processing, reset the StateTracker contact attempt count, and make StateTracker blocked Leads dial-able again for the removed Campaign(s).
6.) Click Confirm to save your Rule.