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Effective July 1, 2021, new Florida legislation amends the State’s existing telemarketing laws, and adds legal bite to auto-dialer consent requirements.

The new Florida “Mini TCPA” Law imposes restrictions and enforcements on commercial telephone solicitation calls made with through automated dialing or recorded messages.

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: A commercial telephone seller or salesperson may not make more than 3 commercial telephone solicitation phone calls from any number to a person over a 24-hour period on the same subject matter or issue, regardless of the phone number used to make the call.

Important: 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. 

 

Why do I need this?

This article addresses how to set up Dialables, Contact Counters, and Trigger Events and Actions in order to abide by this new regulation.

 

 

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.
• CRM > Lead Layouts & Fields > Fields > Add Lead Field
  • It is important you use a Number field. 
  • Suggested name: FL Call Counter

 

 

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

• CRM > Lead Layouts & Fields > Layouts
  • Edit the existing Layout.
  • Assign this newly created field to your Lead Layout.

 

 

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

 

 

Step 4: Assign the Dialable Disposition in the Campaign

• Call Center > Campaigns > click to edit Campaign > Dispositions > Add Dial-able Disposition
  • Add newly created Dialable.

 

 

Step 5: Create a Workflow Automation to count Lead contacts

• CRM > Workflow Automation > Add New Workflow
  • Suggested Name: FL Call Counter
  • Add any or all of your Campaigns to be used with this Workflow using the Campaigns within this workflow list.
    • Do not use the All Campaigns slide option, as this will ignore any system Dispositions from being Triggered.

• Trigger Events should include:
  • Dispositions to include all Dialable Statuses.
  • Lead Fields to require the following with an 'Or' operator
    • State value to equal FL
    • Postal Code to be with/in all FL ZIP codes
    • (Call Log Data) Phone Number to be starts with/in all FL 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

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 will not override the Leads Data upon save.

 

 

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
  • Add any or all of your Campaigns to be used with this Workflow using Campaigns within this workflow list.
    • Do not use the All Campaigns slide option, as this will ignore any system Dispositions from being Triggered.

• Trigger Events should include:
  • Dispositions to include all Dialable 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 FL Non Dialable Status.

Note: No Need to Add a Delay on this

 

 

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
  • Add any or all of your Campaigns to be used with this Workflow using Campaigns within this workflow list.
    • Do not use the All Campaigns slide option, as this will ignore any system Dispositions from being Triggered.

• Trigger Events should include:
  • Dispositions to include all Dialable Statuses.
  • Lead Fields to require the following with an 'Or' operator
    • State value to equal FL
    • Postal Code to be with/in all FL ZIP codes
    • (Call Log Data) Phone Number to be starts with/in all FL 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 Dialable Status, such as FL Dialable Again.
  • 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 in order to accurately account for these contact attempts as well.***

Step 8: Add Trigger Action to your existing SMS Workflow Automations

• CRM > Workflow Automation > Edit Existing Workflow
• 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.