Vivians.io Opt-In Validation Document

1. Overview of Opt-In Process

Vivians.io uses a toll-free number with Twilio's messaging services to provide customers with the option to opt-in to receive text messages. The purpose of these text messages is to allow customers to schedule meetings or interact with our chatbot for assistance.

2. Opt-In Method

When a customer calls our toll-free number, they will hear the following message:

"Thank you for calling us! To opt-in for text message assistance, press 1 now. By opting in, you'll be able to receive a text message where you can easily schedule a meeting with us or connect with our chatbot for quick help. Your participation allows us to provide more efficient service. Press 1 now to get started!"

Action Required: The customer must press 1 to opt-in.

Opt-In Confirmation: After pressing 1, the customer will automatically receive a confirmation text message that includes the following options:

Schedule a meeting: The customer can select this option to access a link or phone number to schedule a meeting with a representative.

Chatbot interaction: The customer can choose this option to engage with a chatbot for assistance.

3. Consent Confirmation

By pressing 1, the customer is consenting to receive text messages related to scheduling meetings or communicating with a chatbot. This action validates their choice and constitutes explicit consent for text-based communications. We ensure that all text messages comply with the Telephone Consumer Protection Act (TCPA) and other relevant regulations.

The following steps ensure that the customer is fully informed and consents to receive messages:

IVR Prompt: The customer hears the consent prompt informing them of the action (pressing 1 to opt-in).

Immediate Text Confirmation: A text message is sent immediately after the customer presses 1 to confirm their opt-in.

Opt-In Record: Twilio logs the customer's interaction, including the time of their opt-in action, to maintain a record of consent.

4. Compliance with Regulations

The opt-in process follows the necessary guidelines for text message communication under the following regulations:

Telephone Consumer Protection Act (TCPA): The system ensures customers are fully aware of the nature of the messages and provide their explicit consent.

5. Message Content

The text message the customer receives after pressing 1 contains the following:

Opt-In Confirmation:

“You have successfully opted-in to receive text messages from Vivians.io. Reply with 'Schedule' to set up a meeting, or 'Chat' to talk to our chatbot for assistance.”

Opt-Out Information:

“To stop receiving text messages, reply with 'STOP' at any time.”

6. Opt-Out Process

Customers can opt-out at any time by replying with the word STOP. Upon receiving a STOP request, Twilio will ensure that the customer is unsubscribed from future messages, and no further messages will be sent to that number unless they opt-in again.