Opting in or out of Zoom Phone SMS

The Opt-In/Out feature within Zoom Phone SMS provides administrators with the ability to ensure users comply with the policies of their compliance team when engaging with customers via SMS. This feature is exclusive to new and approved campaigns. Pending campaigns require approval before gaining access. In this article, you'll discover various options available for your users. These campaign-level settings allow you to effortlessly incorporate numbers into the campaign, automatically applying the established rules.

Notes:

• If you are building a new campaign, the feature will be part of the Create SMS Campaign flow
• If you already have an approved campaign, click on your campaign to see the new options to edit and update

This article covers:

• How to apply SMS Opt In/Out to outbound messages to unknown phone numbers
• How to access the SMS Opt-In/Out logs

Prerequisites for using the Opt-In/Out functionality in Zoom Phone SMS

• Pro, Business, or Enterprise account
• Zoom Phone licenses
• Account owner or admin with privileges to access SMS campaigns
• SMS enabled for the account

How to apply SMS Opt In/Out to outbound messages to unknown phone numbers

You can control the behavior of when your users can send an outbound message to unknown phone numbers.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Advanced, then click SMS Campaign.
3. Click on the name of your approved SMS campaign, to update your existing campaign, or click Create SMS Campaign to create a new campaign.
4. Under the User Permission section, do the following:
   • Under Outbound messages to unknown numbers, choose an option for outbound messages to unknown numbers (i.e., numbers you are texting for the first time).
     Note: Because Zoom cannot verify whether a person has given consent through methods other than SMS, only select the first or second option below if you can verify that you're gathering consent through other methods such as verbal, email, written form, etc.
     • Allow my users to send any message: This is the default option. Users can send any message to any number if this option is selected. They will receive a warning on the Zoom app before sending the message that states: We do not know if you have gained consent from this number. Please ensure that you have consent to text this number. Please note that this warning will not prevent the message from being sent.
     • Require my users to send the Opt-in message and wait for the Opt-in response: This option is where the user will be forced to send a message requesting opt-in before being able to send any other message. The recipient must respond to the Opt-in message with the Opt-in keyword. Only then can subsequent messages be sent.
     • Prevent my users from sending any outbound message: This option prevents users from sending any outbound messages.
   • Under Inbound messages from unknown numbers, determine what your users can do if a new number has initiated a conversation:
     • Allow my users to send any message: This default option allows you to respond to an incoming message as soon as it is received. Inbound SMS is deemed as consent from the sender.
     • Automatically send a message that asks them to Opt-in and wait for the Opt-in response: Once an inbound message has been received, an automated Opt-out message is sent and the recipient must respond with the Opt-in keyword before the user can send them any other messages. This provides an additional layer of compliance for inbound messages.
5. In the Opt-In Messaging section, set up message templates (sent during opt-in, opt-out, and similar events), then click Save:
   • Opt-In Message: This is the first message that will be sent to the recipient to request opt-in consent. A carrier-approved message is pre-populated. Click Edit to customize the opt-in message, then click Save.
     • Message preview: Preview the message for the opt-in message.
       Note: This message cannot be edited except for the additions.
     • Additions: Enter your additional message or customization for the opt-in preview or message attachment. This content will be added to the message preview and appear after the sentence that ends with your brand name.
     • Start text: Enter the start text for opt-in messaging. This keyword will be added to the message above and will appear at the beginning of the message after the word Text.
   • Auto Appended Message: This content will be additional text that is included at the end of your message(s) to the recipient. This is added to ensure your messages are compliant with carrier requirements. Click Edit to edit the auto-appended message, then click Save.
     • Message preview: Preview the message for the auto-appended message.
       Note: This message cannot be edited except for the additions.
     • Add customization to Auto appended message: Add customized text to auto-appended message text. This content will be added to the beginning of the message preview.
   • Frequency: Select this option for this trailing text to be included in outbound messages. By default, for a new number, the Auto Appended Message text will be sent on the first outbound message only. Select from the following options for the message frequency, then click Save:
     Note: The auto-appended text does not get added to the trailing text for Opt-In/Opt-Out messaging and Help messages.
     • Always on every message: Include this content on all outbound messages. This is the recommended option.
     • On first outbound messages only: Include this content on only the first outbound message sent after the initial Opt-in Message.
   • View the Response to Opt-in content that will be sent when the recipient responds to your message with the opt-in text. You can also view the response's Keywords.
   • View the Response to Opt-out content that will be sent when the recipient responds to your message with the opt-out text. You can also view the response's Keywords.
     Note: Only the phone number that receives the Stop keyword is opted out from sending messages.
   • Response to Help: This is the content that will be sent when the recipient responds to your message with HELP. Click Edit to edit the response to help, then click Save. You can also view the response's Keywords.
     • Contact type: Click the dropdown and select the contact type. Your business must offer additional assistance to your customers through either a website, email, or phone number. Correctly entered URLs and emails will turn into hyperlinks after you save your changes.
     • Contact info: Enter the contact information for your brand's help section. These contact details will be added to the carrier-approved message template.
6. Complete the remaining steps for campaign registration.
7. Assignment: Once the campaign is approved, assign your phone numbers to the campaign.
   The Opt-in/Out settings will be applied to those numbers.

How to access the SMS Opt-In/Out logs

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Phone System Management, then click Logs.
3. Click the SMS tab.
4. Under the Opt-In/Out Verification column, identify the following status:
   • Active: The mobile number has opted in and can receive messages from the Zoom Phone number.
   • Pending: The opt-in message has been sent but no response has been received yet, your user will be unable to send messages from the Zoom Phone number until they respond to the opt-in message.
   • Refused: The mobile user has replied with STOP to that phone number, preventing your user from sending further messages to that number from the Zoom Phone number.