Introduction

*IMPORTANT: This article is for informational purposes only and does not substitute consultation with appropriate legal counsel regarding this topic. It is your responsibility to comply with federal, state, local, or other laws and regulations related to all outgoing communication. 

The Text Subscription Message and Permission to Contact features are tools that exist on the Lofty platform to assist you in complying with regulations governing telephone communication. 

Lofty has these features to help you avoid sending unwanted communications to your leads. This article addresses how a lead's Call and Text opt-in status is determined.

Summary

• Text Subscription Message
• Permission to Contact

Text Subscription Message

Lofty users can only send text messages from Lofty via a virtual phone number. Regulations require that consumers should be able to easily opt-out or unsubscribe from receiving text messages from a business.

Navigate to Personal Settings > Communication > Call & Text > Info & Settings and scroll to the bottom of the page to see the text subscription message.

You are only able to edit your name and your business name.

Text Subscription Logic

The Text Subscription Message will be sent to leads following a text message that meets the following criteria:

1. The first time the lead is texted
2. When the lead is texted after having not communicated via text message in the last three (3) months.
   • This is a rolling 3 months, so for example, if the lead is texted for the first time on August 1, they will receive the text subscription message.
   • If the lead is texted or texting back regularly, they will never see this message again.
   • If the lead is not texted again until after November 1, they will receive the text subscription message again.

The lead will be unsubscribed from receiving text messages and they will be opted out of receiving text messages if the lead responds at any time with the following in a message alone (i.e. not if these words are contained in a sentence):

• Unsubscribe
• Stop
• Cancel
• End
• Quit

The lead can be manually opted back into receiving text messages by you.

Unsubscribe Confirmation Text

Once the lead has unsubscribed, the following confirmation message will be auto-sent:

• "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe.”

If the lead responds with "Start", they will be opted back into receiving text messages.

Permission to Contact

The permission to contact is a separate feature from the Do Not Contact List, however, it does provide a similar function. If a lead has opted out of allowing contact via call or text, you will not be able to call or text the lead.

Permission to Contact Settings

The Permission to Contact setting is located in the pop-up when a new lead is added and also in the pop-up when a lead is edited.

By default, when you manually add a new lead, the Permission to Contact is set to No for calling, texting, and emailing.

Lead Import

When importing leads, you may select to match the Call Opt-in and Text Opt-in status in the mapping stage. You can also set the Call and Text Opt-in status for all leads being imported, on the final screen. By default, when leads are imported, the Permission to Contact will be set to No. 

Call/Text/Email Opt-In Status in Lead Capture Settings

Navigate to Settings → Lead Capture → Lead Capture Settings

This setting will allow the user to decide if leads coming from certain sources should be opted in or out of calls, texts, and emails:

Note: This setting does not verify that the leads' information is valid. By default, this setting will be toggled On for all sources. If there is a source that is not providing reliable lead data, we recommend toggling Off for that source.

Updating Contact Permission

You can update the Permission to Contact settings manually. When you do, you will be asked to double confirm when changing the status from Opt-Out to Opt-In. When the AI Assistant detects a DNC hint in the conversations with leads, it will stop texting the lead, but will not update the Text Opt-in Status to Opt-Out.

Default Contact Permission Value for Lead Channels

We have set default Contact Permission settings for lead capture channels

• Lofty website, Open House Forms, Text Codes, and QR Codes:
  • Call Opt-in, Text Opt-in： ON （Allows calling and texting by default)
• Manually Adding Leads and Lead Import:
  • Call Opt-in, Text Opt-in： OFF (Does not allow calling and texting by default)
• Third-Party Lead Capture, Email Parsing, and Open API:
  • Call Opt-in, Text Opt-in： ON （Allows calling and texting by default)

Questions?

If you have any questions regarding this topic or any others, please reach out to our Support Team via email at <support@lofty.com>, by phone at 1 (855) 981-7557, or by chat with us through your Lofty CRM.

Related terms: Do not Contact, DNC, Opt-in, Opt-out