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 where SMS text is the preferred contact method.:
An automatic message will be sent asking recipients to consent to receive SMS text messages by pressing 1
The message provides context as to why the message is being sent and instructions to provide or decline consent.
Once granted, there will be a follow-up SMS text message asking the recipient for confirmation of consent by pressing 1 again
If refused, future messages will be sent by voice call
Resident families:
Will have 20 minutes 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 any following messages will be sent via text.
Partial Consent
Once recipients have texted START or pressed 1, they will receive a text confirming their consent. They must press 1 as directed to finalize their consent to receive texts.
If they do not press 1, they will have given partial consent and continue receiving phone calls and not texts.
Check Consent Status in Resident Directory
To check whether a resident family contact has consented to receive SMS texts, simply navigate to:
Main Menu ☰ > Resident Directory
Search for the desired resident
Under the SMS/Text Consent field you will see either
Consented
Partial Consent
Refused
No Record (they have not been asked for consent)
BEST PRACTICE
We recommend gaining consent for SMS Text BEFORE changing individual preference codes. 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 to provide consent.
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.
NOTE: Consent is associated with the recipient's phone number and not the recipient's (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).