Welcome to the Convoso Help Center

Browse our Knowledge Base of step-by-step tutorials and FAQs

Create a help ticket with our award winning Support Team Submit

Articles in this section

Compliance Updates

Avatar
Julianna Rodriguez
  • Updated
Follow

Overview

We have made several updates to our product to improve Convoso's automation and flexibility in compliance. This article will walk through the various features and settings impacted by these changes. 

We are introducing configurable options so customers can define behavior for SMS Opt-Outs and DNC entries based on Purpose, Scope, and channel.

Contents

DNC and SMS Opt-Out Updates

We have updated the available fields for DNC and SMS Opt-Out entries, giving more control over the scope of entries into either list.

Field Name & Description Option Option Description

Purpose
Defines the Campaign's purpose that dialed the Lead. Identifying the category of outreach that may have specific operational and/or compliance requirements.

 TELEMKT Telemarketing
INFORM Informational
HIPAA HIPAA/Healthcare-related
COLLECT Collections
NOTIFY Notification
NONCOMM Non-Commercial
COMMNOTM Commercial Non-Telemarketing
NONPROF Non-Profit Tax Exempt
VERIFY Verification Code, which may be sent during an active call.
CONFIRM Confirmation, such as confirming the receipt of a revocation request.
ESIGN Communication to present an E-sign compliant/written text.
NOTFOUND For auditing purposes.

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

 ConsentRevoked

The Lead revoked their Consent to be contacted for this purpose as defined in the Purpose field.

  • (DNC and SMS Opt-Out option.)
DNC

The Lead requested that they no longer receive calls from a voice Campaign.

  • (DNC only.)
DNCT

The Lead requested that they no longer receive calls or texts.

  • (DNC and SMS Opt-Out option.)
DoNotText

The Lead requested they no longer receive texts.

  • (SMS Opt-Out only.)
SMSOPT

The Lead requested they no longer be contacted by an SMS Campaign.

  • (SMS Opt-Out only.)

Manage DNC

The Manage DNC page with the new Reason and Purpose columns.

Reason & Purpose - DNC.png

Manage SMS Opt-Out

The Manage SMS Opt-Out page with the new Reason and Purpose columns.

Reason & Purpose - SMS Opt-Out.png

We have also updated the DNC and SMS Opt-Out API to reflect the additions of Purpose and Reason.

  • See the DNC section in the API category to learn more about the impacts on the DNC API options.
  • See the SMS Opt-Out section in the API category to learn more about the impacts on the SMS Opt-Out API options.

Disposition Updates

We have updated the DNC and SMS Opt-Out Status settings for Custom and System Dispositions.

Custom Dispositions

We added more customization options when creating a DNC or SMS Opt-Out Status. Custom Statuses have settings for Reason, Campaign Scope, and numbers to add to either or both lists.

These settings allow for more automation in how the system creates each DNC or SMS Opt-Out entry.

New DNC & SMS Opt-Out Status Settings.png

DNC Settings

Field Name & Description Option Option Description

DNC Reason
Defines why the Agent is adding the number(s) to the DNC List.

 DNC The Lead requested to no longer receive calls from a Voice Campaign.
DNCT The Lead requested to no longer receive calls or texts.
ConsentRevoked The Lead revoked their Consent to be contacted for this purpose as defined in the Purpose field.

DNC Campaign Scope (Voice)
Determines which Voice Campaigns will no longer be able to dial the phone number.

This setting impacts the configuration of DNC entries when the related Disposition is selected via a Voice Campaign.
 

 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.
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.

DNC Campaign Scope (SMS)
Determines which Voice Campaigns will no longer be able to dial the phone number.

This setting impacts the configuration of DNC entries when the related Disposition is selected via 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 Campaigns will be prevented from texting this Lead's number.
Current Campaign Only the Campaign that sent the SMS 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 when the Disposition is selected via a Voice Campaign.

 Add Current Number

Adds the current number dialed to reach the Lead. 

If the Lead has alternate numbers, they 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 when the Disposition is selected via an SMS Campaign.

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

 

SMS Opt-Out Settings

Field Name & Description Option Option Description

SMS Opt-Out Reason
Defines why the Agent is adding the number or numbers to the DNC list.

 SMSOPT The Lead requested to no longer be contacted by an SMS Campaign.
DoNotText The Lead requested to no longer receive texts.
DNCT The Lead requested to 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 Campaign Scope
Determines which SMS Campaigns will no longer be able to text the Lead's number.

 Purpose

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

Example: If the SMS Opt-Out came from a Telemarketing Campaign, then the Account's Telemarketing Campaigns can no longer text the Lead's number.
Global All the Account's Campaigns will be prevented from texting this Lead's number.
Current Campaign Only the Campaign that sent the SMS will be prevented from texting their number again.

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 texted to reach the Lead to the SMS Opt-Out list. 

If the Lead has alternate numbers, they will not be added.
Add All Numbers Adds all numbers available for the Lead to the SMS Opt-Out list.

System Dispositions

New Consent Dispositions have been added: Phone Revoke Consent, Phone/SMS Revoke Consent, SMS Opt-Out, and SMS Revoke Consent.

The Consent Dispositions also have settings for Reason and Campaign Scope. Convoso can customize each Disposition's settings to fit individual Account preferences.

See Consent System Statuses to learn more about these Statuses.

Campaign Registry Updates

The Campaign Registry settings in the Campaign Details and the Subscriber Opt-Out sections have been updated.

Campaign Details

A Purpose field has been added to the Campaign Registry details, which serves as the Purpose for all Linked Campaigns.

Purpose: Defines the Campaign's purpose that dialed the Lead, such as Collections, Commercial Non-Telemarketing, Telemarketing, or Charity.

Purpose - Campaign Registry.png

Subscriber Opt-Out

We have updated the control Admins have over their default Opt-Out terms. We have also added a Revoke Consent message that the system will send to Leads that may not require a complete Opt-Out.

Field Description

(A) Revoke Consent Message

Default message sent to Leads who use keywords matching with an Opt-Out Status of SMS Revoke Consent or Phone SMS Revoke Consent for the default keywords. 

  • This message is also sent to Leads who use keywords that meet the criteria for custom keywords with an SMS Opt-Out Status with a Reason of Consent Revoked, DoNotText, or DNCT.
  • The Opt-Out Message will be sent when a keyword matches an Opt-Out Status with a Reason of SMSOPT.

(B) Match Type

 Now editable for default terms, allowing Admins to specify whether the term requires an exact match (Exact) or partial match (Contains).

(C) Status

Editable for default terms with three options: 

  • SMS Opt-Out
  • SMS Revoke Consent
  • Phone SMS Revoke Consent
Subscriber Opt-Out Updates.png

Campaign Settings Updates

We have updated the settings for Voice, SMS, Toll-Free, and Virtual Agent Campaigns.

 

General tab

Purpose: Defines the Campaign's purpose that dialed the Lead, such as Collections, Commercial Non-Telemarketing, Telemarketing, or Charity.

  • This field is editable for all Campaign types except for standard SMS. Admins can view the Purpose in the SMS Campaign settings, which can only be edited from the Linked Campaign Registry Campaign.
Purpose - Campaign Settings.png

Leads tab

Check Against DNC Lists: Purpose is now an option when selecting a DNC list to check against when dialing.

  • When set to Purpose, the Campaign must have a Purpose selected on the General tab.
  • Check Against DNC Lists should be set to Campaign Specific or Global DNC for Virtual Agent Campaigns, because DNC entries are not created when it is set to Purpose.
Check Against DNC Lists - Campaign Settings.png

 

Note: The SMS Opt-Out and DNC behavior changes do not impact the Primary Lookup and Secondary Lookup settings for third-party DNC checks. When Active in a Campaign, they will continue to work as they did previously.

 

 

Please sign in and vote to let us know if you found this article helpful!

👇

 

 

Related articles