Blacklisting

You will need to coordinate with our Twilio rep, Dominique Kaittinat <dkiattinat@twilio.com> on the handling of your own opt-in/opt-outs.

This needs to be setup correctly/requested appropriately on the application. "Correctly" in this instance means the blacklisting feature is NOT being utilized. SUA is handling the opt-ins/outs, not Twilio. 

Validation

You will need to add free Twilio validation service to the forms for your phone numbers to ensure the customer is added to correct list. This will ensure no international customers sign up to domestic lists.

The following documentation from Twilio will help you set this up, but feel free to engage Dominique for direction first. 

• Validate that webhook requests are coming from Twilio

• Working with Twilio’s APIs

List Code

Enter a list code for identification purposes. Customers will be required to include this list code in their text responses. The SMS codes (phone numbers) are most likely going to be used for multiple list. This will identify which list the customer is contacting us about. (Opt in, unsubscribes, etc)

This is a free form field.

List Description

Enter a descripiton of the list here.

List Channel

This will default to SMS.

List Type

The list type of Paid should be selected.

SMS Code

Select the phone number (SMS code) set up previously.

Item Number

Enter the paid list that this phone number will be supporting. This field is required for profile validation and is helpful when creating segments in Blueshift.

If the item number is not added or is added incorrectly, it could be added to the wrong customer number and email pair.

Default Messages

These messages are specific to the individual list (rather than the phone number which might have multiple lists attached) and will be sent when a reply from the customer is required and/or when a reply from the customer is received.

Update all of the placeholders within the default messages. All messages must include the list code.

These default messages can be overridden, but all verbiage (including default messages) must be approved by legal before go-live.

Opt In

Customers will be required to confirm or opt in to their subscription. They will be reqired to reply with "COMFIRM" followed by the list code.

(Example: COMFIRM XYZSMS)

There is no time limit to opt in, but failure to do so or failure to do so correctly will prevent the signup process from completing.

If a customer attempts to signup again in the interim, the original signup and opt in will be replaced by the new one. If they have already opted in to the original signup, nothing will happen with the new signup.

Customers will not exist in Blueshift until they opt in.

Unsubscribe

Comfirmation customer will receive when successfully unsubscribed.

Welcome

Welcome message sent to a customer when they submit a signup. This message include various instructions including confirming a signup/opting in.

Instructions to unsubscribe, get info, and get help are also included.

If a customer is requesting to unsubscribe and replies STOP without a list following, they customer will be unsubscribed from all lists attached to that phone number instead this specific list.

Info

This message will be sent to the customer when they request more info. They will be sent a link to the terms and conditions.

Help

This message will be sent to the customer when they request help. The message includes information on how to unsubscribe, as well as customer service contact info.