Collect recipient consent using an automated telephone message. This consent is only required once and can be refused at any time. It requires no extra steps or effort on your part.
This is a two-step process that will happen when you go to send a message:
An automatic message will be sent asking recipients to consent to receive SMS text messages over the telephone
Once granted via text, there will be a follow-up SMS text message asking the recipient for confirmation of consent
If refused, future messages will be sent by telephone
Consent is associated with the recipient's phone number and not the recipient (should a number change in the future, consent would be required again).
SMS text consent will be granted to the care facility, and not with the facility phone number (should the facility number change, consent will not be required again).
This is an automatic process that starts if a resident family member has chosen SMS as their default communication method. The initial message sent to resident family members provides context as to why the message is being sent and instructions to provide or decline consent.
Resident families:
Will have 20 minutes (default timeframe) to respond
Recipients can text HELP to be prompted about their consent status. Either:
“haven’t given us a response yet”
“previously refused consent”
“previously consented”
If consent is not given within the 20-minute timeframe, future bulk messages will be sent via voice or email.
Messages which are now sent by voice but could have been sent by text, a voicemail saying “text START to this number XXX-XXXX” will be left. Sending the START text will provide consent and following messages will be sent via text.
NOTE: Only one attempt to gather consent will be made. SMS consent is now required for all ACM and ACM Staff Add-on users. This feature is already in place with new customers as of January 2023.
NOTE: This is for SMS communications only and does not replace the requirement for gathering consent during that admissions process, and is separate from consent to communicate for direct messages.
Prepare your care community ahead of time via email or voice call. We've got you covered with a template with what they can expect and how they can help you.