Opt In & Opt Out workflow for Outreach campaigns

In this guide, we’re going to walk through the process of getting your customers’ consent to text with you through Hi Marley. We know compliance can sound a bit intimidating, but don’t worry – we’ve got it all laid out for you, step by step. Not only does this ensure everything’s by the book, but it also creates a great experience for your customers!

Let’s get started!

Option 1: Verbal Consent

How do you get verbal consent?

• Maybe you’re on the phone with them and they agree to text communications.
• Or perhaps it happens during an in-person chat where they give the go-ahead for texting.

No matter how it happens, this is the all-important first step. 

Example Conversation

Operator:
Hi [Customer’s Name], I understand you're calling about your policy. To help make things as smooth as possible, we want to make sure you can easily get updates and stay in touch with us.
In fact, one of the quickest ways to get updates on your policy or claim is through text messaging. Texting allows you to reach us fast, and we can share important updates without any delays.

Customer:
That sounds helpful!

Operator:
I’m glad you think so! So, would you be willing to sign up to receive text messages about your policy or claim from us at [Carrier Name]? This will help us send you real-time updates like when your claim is moving forward, when repairs are approved, or any next steps you need to take.

Customer:
Yes, that would be great!

Operator:
Awesome! I’ll get that set up for you right now.

At any time you can get help by replying HELP to these texts, or you can opt out completely by replying STOP. You can find our texting terms and privacy policy (himarley.com/tp). Messaging and Data Rates may apply. The frequency of texts may vary depending on the policy or claim.

Customer:
That makes sense. 

Operator:
Great! If you ever need to switch back to phone or email, just let us know.

Option 2: Customer Preferences / Account Settings

With this approach, customers can sign up for text alerts directly through a dedicated sign-up page. This page can be part of the communication preferences within Account Settings on the website, where customers can easily opt in to receive text updates.

Example Process:

1. Customers navigate to their Account Settings on the website.
2. Under Communication Preferences, they select the option for Text Alerts.
3. They review and agree to the terms, confirming their preference for text updates.

This method would provide customers with control over how they receive notifications, allowing them to adjust their preferences as needed

Sample Account Settings Page

Option 3: Claim Submission

Customer texting preferences can be collected and stored as part of the digital claim submission process. This approach ensures that customers have the opportunity to opt in to text communications when they initially submit their claim, streamlining the setup for receiving real-time updates and notifications.

Example Process:

1. During the online claim submission, customers are prompted to review and select their communication preferences, including the option for text messaging.
2. They are informed about the benefits of receiving claim updates via text, such as timely notifications and simplified communication.
3. Once they agree to the terms and select text messaging, their preference is recorded and stored along with their claim information.

This method makes opting into text alerts a seamless part of the claim setup, enhancing customer experience by integrating communication preferences directly into the submission workflow.

Sample Claims Submission screen collecting Opt-In

Option 4: Policy Terms and Conditions

Insurance carriers can incorporate texting terms and conditions within the overall Policy Terms and Conditions. By doing so, customers consent to receive text communications when they agree to the policy, making it a convenient and compliant way to enable text updates without additional steps.

How It Works:

1. Texting terms are embedded within the general Policy Terms and Conditions, clearly outlining consent for text messaging, message frequency, and opt-out instructions.
2. When customers sign up for a policy or renew their coverage, they review and agree to these terms, which include consent to receive claim updates, reminders, and other important notifications via text.
3. Customers are informed that they can easily opt out at any time by replying “STOP” to any text or updating their communication preferences through their account.

This approach simplifies the consent process, integrating it seamlessly into the policy agreement and ensuring compliance by setting expectations around text communication from the start.