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Consent System Statuses

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Julianne Skinner
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Overview

The system uses the Consent System Statuses to Disposition calls that should not be contacted due to a lack of or revoked Consent.

Dispositions/Statuses are codes that categorize the outcome of a call.

An Admin can also assign one of these Statuses when Redispositioning Leads, and Agents can assign them when dispositioning a call.

Note: These Status updates will be released by the end of September 2025.

Contents

Consent Statuses

This article defines each of the Consent Statuses and their default settings. 

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These System Statuses can be found on the Show Dispositions page on the System tab.

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These settings show how the system behaves when a Lead is assigned one of these Statuses without customization.

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PHNREV - Phone Revoke Consent

This is a status for Voice Campaigns indicating that the Lead has revoked consent. The following table shows the default settings for this Status.

Setting

Description
Status Type This Status applies to only DNC.
Reason Consent Revoked:
The Lead revoked their Consent to be contacted for this purpose as defined in the Purpose field.
DNC Campaign Scope (Voice)

Purpose: 
Campaigns with a Purpose matching the current Campaign can no longer dial this Lead's number.

  • Example: If the DNC came from a Telemarketing Campaign, then the Account's Telemarketing Campaigns can no longer dial the Lead's number.
DNC Campaign Scope (SMS)

Purpose: 
Campaigns with a Purpose matching the current Campaign can no longer dial this Lead's number.

  • Example: If the DNC came from a Telemarketing Campaign, then the Account's Telemarketing Campaigns can no longer text the Lead's number.
Numbers added to the DNC Voice Add Current Number: 
Adds the current number dialed to reach the Lead. If the Lead has alternate numbers, these will not be added.
Numbers added to DNC SMS Add Current Number: 
Adds the current number dialed to reach the Lead. If the Lead has alternate numbers, these will not be added.

 

PNSREV -  Phone/SMS Revoke Consent

This Status applies to SMS and Voice Campaigns. The following table shows the default settings for this Status.

Setting

Description
Status Type This Status applies to DNC and SMS Opt-Out.
Reason Consent Revoked: (For both DNC and SMS Opt-Out)
The Lead revoked their Consent to be contacted for this purpose as defined in the Purpose field.
DNC Campaign Scope (Voice)

Purpose: 
Campaigns with a Purpose matching the current Campaign can no longer dial this Lead's number.

  • Example: If the DNC came from a Collections Campaign, then the Account's Collections Campaigns can no longer dial the Lead's number.
DNC Campaign Scope (SMS)

Purpose: 
Campaigns with a Purpose matching the current Campaign can no longer text this Lead's number.

  • Example: If the DNC came from a Collections Campaign, then the Account's Collections Campaigns can no longer text the Lead's number.
SMS Campaign Scope (SMS)

Purpose: 
Campaigns with a Purpose matching the current Campaign can no longer text this Lead's number.

  • Example: If the DNC came from a Telemarketing Campaign, then the Account's Telemarketing can no longer text the Lead's number.
Numbers added to the DNC Voice Add Current Number: 
Adds the current number dialed to reach the Lead. If the Lead has alternate numbers, they will not be added.
Numbers added to DNC SMS Add Current Number: 
Adds the current number dialed to reach the Lead. If the Lead has alternate numbers, they will not be added.
Numbers added to SMS Opt-Out Add Current Number: 
Adds the current number dialed to reach the Lead. If the Lead has alternate numbers, they will not be added.

SMSOPT - SMS Opt-Out

This SMS Opt-Out Status has been expanded due to urgent Compliance purposes. 

With these consent revocation enhancements, pre-existing SMS Campaigns with SMSOPT Statuses used for Opt-Out behavior configuration will be updated to SMSREV to match the SMS Consent Revocation behavior, with the exception of downgrading the created SMS Opt-Out entries from Global-scope to Purpose-scope to match current standard requirements. Customers are able to change those configurations to another Status, such as PNSREV (creates both a DNC entry and an SMS Opt-Out entry).

The SMSOPT Status will reset back to a Campaign-specific scope to once again support Opt-Out requirements instead of consent revocation required.

The following table shows the default settings for this Status.

Setting

Description
Status Type This Status applies to SMS Opt-Out.
Reason SMSOPT:
The Lead requested to Opt Out of being contacted by the current Campaign.
Campaign Scope Current Campaign: 
Only the SMS Campaign that messaged the Lead will be prevented from texting their number again.
Numbers added to SMS Opt-Out Add Current Number: 
Adds the current number dialed to reach the Lead. If the Lead has alternate numbers, these will not be added.

 

SMSREV - SMS Revoke Consent

This is a Status for SMS Campaigns that the Lead has revoked consent. The following table shows the default settings for this Status.

Setting

Description
Status Type This Status applies to SMS Opt-Out.
Reason Consent Revoked:
he Lead revoked their Consent to be contacted for this purpose as defined in the Purpose field.
Campaign Scope

Purpose: 
Campaigns with a Purpose matching the current Campaign can no longer text this Lead's number.

  • Example: If the DNC came from a Telemarketing Campaign, then the Account's Telemarketing can no longer text the Lead's number.
Numbers added to SMS Opt-Out Add Current Number: 
Adds the current number texted to reach the Lead. If the Lead has alternate numbers, they will not be added.

Customization Process

Admins may find that the default settings for the Consent System Statuses do not suit their needs. In this case, they can request changes by contacting their Customer Success Manager.

This flexibility allows Admins to have their Consent Statuses reflect changing legal interpretations in the call center industry.

Changes can be made to each of the settings listed below.

Setting

Description
Status Type Determines whether the Status applies to DNC, SMS Opt-Out, or both.
Reason

Defines why a DNC or SMS Opt-Out was created.

  • DNC Options
    • DNC: The Lead requested that they no longer receive calls from a voice Campaign.
    • DNCT: The Lead requested that they no longer receive calls or texts.
    • ConsentRevoked: The Lead revoked their Consent to be contacted for this purpose as defined in the Purpose field.
  • SMS Opt-Out Options
    • SMSOPT: The Lead requested they no longer be contacted by an SMS Campaign.
    • DoNotText: The Lead requested they no longer receive texts.
    • DNCT: The Lead requested they no longer receive calls or texts.
    • ConsentRevoked: The Lead revoked their Consent to be contacted for this purpose as defined in the Purpose field.

Depending on the Status Type chosen for the Disposition you can choose options from either 

Voice Campaign Scope

Via: DNC Campaign Scope (Voice)

Determines which Voice Campaigns will no longer be able to dial the phone number. This parameter is referenced when the Disposition is selected from a Voice Campaign.

  • Purpose: Campaigns with a Purpose matching the current Campaign can no longer dial this Lead's number.
    • Purpose evaluation crosses types of Campaigns.
    • Example: If the DNC came from a Collections Campaign, then the Account's Collections Campaigns can no longer dial the Lead's number.
  • Global: All the Account's Campaigns will be prevented from dialing this Lead's number.
  • Current Campaign: Only the Campaign that dialed the Lead will be prevented from dialing their number again.
  • Use Campaign Settings: The current Campaign's DNC Settings will determine the scope.

Voice Campaign Scope

Via: DNC Campaign Scope (SMS)

Determines which Voice Campaigns will no longer be able to dial the phone number. This parameter is referenced when the Disposition is selected from an SMS Campaign.

  • Purpose: Campaigns with a Purpose matching the current Campaign can no longer dial this Lead's number.
    • Purpose evaluation crosses types of Campaigns.
    • Example: If the DNC came from a Collections Campaign, then the Account's Collections Campaigns can no longer dial the Lead's number.
  • Global: All the Account's Campaigns will be prevented from dialing this Lead's number.
  • Current Campaign: Only the Campaign that dialed the Lead will be prevented from dialing their number again.
SMS Campaign Scope

Determines which SMS Campaigns will no longer be able to text the phone number. This parameter is referenced when the Disposition is selected from an SMS Campaign.

  • Purpose: Campaigns with a Purpose matching the current Campaign can no longer text this Lead's number.
    • Example: If the DNC came from a Collections Campaign, then the Account's Collections Campaigns can no longer text the Lead's number.
  • Global: All the Account's SMS Campaigns will be prevented from texting this Lead's number.
  • Current Campaign: Only the SMS Campaign that messaged the Lead will be prevented from texting their number again.
Add Numbers to DNC: Voice

Determines which of the Lead's phone numbers the system will add to the DNC list. This parameter is referenced when the Disposition is selected from a Voice Campaign.

  • Add Current Number: Adds the current number dialed to reach the Lead. If the Lead has alternate numbers, these will not be added.
  • Add All Numbers: Adds all numbers available for the Lead.
  • Use Campaign Settings: Uses the current Campaign's DNC Settings to determine which numbers are added to the DNC list.
Add Numbers to DNC: SMS

Determines which of the Lead's phone numbers the system will add to the DNC list. This parameter is referenced when the Disposition is selected from an SMS Campaign.

  • Add Current Number: Adds the current number dialed to reach the Lead. If the Lead has alternate numbers, these will not be added.
  • Add All Numbers: Adds all numbers available for the Lead.
Add Numbers to SMS Opt-Out

Determine which of the Lead's phone numbers the system will add to the SMS Opt-Out list.

  • Add Current Number: Adds the current number dialed to reach the Lead. If the Lead has alternate numbers, these will not be added.
  • Add All Numbers: Adds all numbers available for the Lead.

 

 

 

 

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