Communication Types
Governments around the world are increasingly enacting legislation and policies to protect consumers from unwanted business communications, especially for texting. For example, in the United States the FCC has passed rules requiring companies to give consumers the ability to opt out of marketing texts while remaining opted in to non-marketing texts. LineLeader's Enroll product supports this with the Communication Types feature, which can be enabled by navigating:
Settings> System> Features > Communications Types
When enabled, communication templates and manual communications can be categorized in any of three ways:
Marketing: any communication which is intended to persuade a parent to take advantage of services your company offers. Most of your message templates will fall within this category.
Service: these are routine confirmations, reminders and notifications which tell a customer or prospect something they already know. "You have enrolled your child", "you have a tour coming up", and "you missed your tour" are all service communications.
General: anything that doesn't fall into the above categories. Most replies will fall within this category. So would a message telling a parent that you need to reschedule a tour or that a center is closing for emergency repairs.
When in doubt, if a communication could be considered marketing, mark it as Marketing. Why? If a parent has opted out of Marketing messages but receives a message that a court of law might consider to be marketing, your company could be liable for potentially huge fines.
On that last bullet, when first enabling this feature it is very important that you go through your message templates and make sure they are categorized correctly.
To categorize your templates, navigate to Automation > Message Templates, click a template, and select the desired communication type:
This option also exists on the Send Email and Sent Text windows:
When a parent/guardian chooses to unsubscribe they will have different options available. They can chose to unsubscribe from all texts and or emails, or specific communications types of texts and or emails.
When the subscription settings have been saved you will see this automatically update in the primary guardian window of the Family Hub. A grey Send Text or Send Email icon means they've opted out of all communications. An exclamation mark means they've opted out of some types but not others, and you can put your mouse over the icon to get the details.
Please note : If a parent/guardian unsubscribes we are unable to legally change this. If the parent/guardian wishes to re-subscribe to texts or emails they will need to find an old text/email and reply "START" (for text) or click the link again (for email) to remove the block.