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Florida “Mini TCPA” Law

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Daryl Blair
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New Florida legislation effective July 1, 2021 amends the state’s existing telemarketing laws and adds legal bite to autodialer consent requirements. The new Florida “mini TCPA” law imposes restrictions and enforcements to outbound calls made with autodialers. For more information on this, please visit our blog.

This article is meant to offer steps to help address just one portion of this new law that states consumers cannot be contacted by a salesperson or group of salespeople for the same purpose more than 3 times within a 24-hour period. Please be aware that Convoso can only provide you with guidance to be compliant with this new ruling. You should use these steps or other measures at your own discretion. 

 

Step 1: Create a custom Field to count the number of contact attempts made.

  • This field will be used to incrementally increase and count the number of times a lead has been contacted.
  • CMR > Lead Layouts & Fields > Fields > Add Lead Field
    • Suggested name: FL Call Counter

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Step 2: Assign the new counter field to the Leads Layouts

  • CMR > Lead Layouts & Fields > Layouts
    • Select to edit existing layout and assign this newly created field to your lead layout

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Step 3: Create a FL Non-Dialable and Dialable Disposition

  • Account > Dispositions > Agent > Add Disposition
    • Suggested names: Florida Redial On-Hold and Florida Redial after 24H

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Step 4: Assign the Dialable Disposition in the Campaign

  • Call Center > Campaigns > click to edit campaign > Dispositions > Add Dial-able Disposition
    • Add newly created dial-able

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Step 5: Create a Workflow Automation to count lead contacts

  • CRM > Workflow Automation > Add New Workflow
    • Suggested Name: FL Call Counter

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  • Trigger events should include:
    • Dispositions to include all statuses
    • Field to require State value to be FL

Note: Disposition Trigger Events Should Include ALL DIABLE STATUSES AND SMS SENT STATUSES

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  • Trigger Action set for Field Action Type
    • Set newly created contact counter value for Current Value + 1

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Note: It is Important to Add a Delay. Set the delay to be more than the average time that an agent stays on the lead data page to make sure the Agent won't override the Leads Data upon save.

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Step 6: Create a Workflow Automation to Update Lead to Non-Dialable Status After 3rd Call.

  • CRM > Workflow Automation > Add New Workflow
    • Suggested Name: Change Status After 3rd Call

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  • Trigger events should include:
    • Dispositions to include all statuses
    • Field to require lead contact counter value to be Greater or Equal to 2

Note: Disposition Trigger Events Should Include ALL DIABLE STATUSES AND SMS SENT STATUSES

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  • Trigger event should include Status Change to FL Non Dialable status

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Note: No Need to Add a Delay on this

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Step 7: Create a Workflow Automation to Reset FL Counter to 0 and lead status to Dialable After 24 Hours of First Call.

  • CRM > Workflow Automation > Add New Workflow
    • Suggested Name: Reset Counter Dial After 24H

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  • Trigger events should include:
    • Disposition to include all statuses
    • Field to require State value to be FL and Contact Counter value to be Less than 1

Note: Disposition Trigger Events Should Include ALL DIABLE STATUSES AND SMS SENT STATUSES

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  • Trigger Actions to include:
    • Field for newly created Lead Contact Counter Field to 0
    • Status Change to newly created dialable status such as FL Dialable Again
    • Be sure to set a Schedule for both actions for 24 hours

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  • Add a 24 Hour Delay

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Step 8: Create a Workflow Automation That Will Update the State to FL If the Field is Blank Based on Zip Code.

  • CRM > Workflow Automation > Add New Workflow
  • Note: This will only apply to Leads Created via API. When Uploading Leads via CSV, clients need to be sure that they include the correct zip code and states of the leads.

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  • Trigger events should include:
    • Lead Action to equal Create
    • Field to require State value to be blank and Postal Code to include all Florida codes.
      • Here are the Zip codes for FL: 32003,32004,32006,32007,32008,32009,32011,32013,32024,32025,32026,32030,32033,32034,32035,32038,32040,32041,32042,32043,32044,32046,32050,32052,32053,32054,32055,32056,32058,32059,32060,32061,32062,32063,32064,32065,32066,32067,32068,32071

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  • Trigger Actions to include:
    • Field for State to equal FL

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