Procomms: HOWDENS only - how to find if a customer has been opted out for text
Environment
Red Admin : https://eu-app.rantandrave.com/desktop/?
Dragon : https://www.rapidecampaigns.co.uk/Enable/Client/servlets/Login?b=81494
Resolution Summary
Confirmed if the customer has opted out via text
Details
OPT OUT PROCESS
Howdens sometime raise that a customer has opted out and are still receiving text messages via Rant & Rave.
The opt out process is that a customer sends a text to 63333 with the word END in the body of the message
They then get a text back advising 'Thank you for your request, it will be actioned as soon as possible'
An email is then sent to Howdens ISBAS_DL@Howdens.com , computer.operations @howdens.com and also ATLISD_DL@howdens.com advising this number has requested to opt out of text messages
This number gets notated on the Howdens SAP systems with their wish to not receive texts
Every morning we receive an export from Howdens SAP systems which goes to instiller first to update the email customers and then comes through to update the text service. It does an update and delete so anyone on the text directory for a Depot but not on the new spreadsheet it removes (opts them out) any new customer it adds and anyone who has changed details it amends them.
Every day when the Howdens Depots open for business they will have a fresh up to date directory with all of the people who opted out taken care of.
Customers can also advise their depot to opt them out who in turn advise their Head office who then opt them out manually via SAP
Sometimes the opt out process can take a couple of days to complete
HOW TO SEE IF A CUSTOMER HAS OPTED OUT VIA TEXT
- Go to Dragon and in the drop down box at the top right choose Howdens
- Click on services on the top menu as shown below
- Click on the ID number for the Opt-Out V2
- Click on search messages
- type the mobile number in the customer address box
- Click on submit
- details will come up if that mobile number has text in correctly to 63333 with the keyword End
- The details about shows that the customer text in with the word End on 6th December and then they received back to their phone a text saying thank you etc
** In line with the details at the top of this ticket, it might be that there may be a few days delay in the process completing and the number to be opted out** - Next check to see if this number is still showing on the directory in Procomms
- Log onto Red admin
- Go to Monitoring
- Choose Maintain Subscriber
- Find Howdens Joinery from the drop down on the right
- Link to Subscriber
- Choose Contacts
- Find a person
- Type the mobile number in the mobile box
- Click on find
- If the customer details come up then that number has not been opted out
**if the difference between the day you are checking this and the date the customer opted out is more than 6 working days then this should be raised as a question to L3 to see if there might be an issue and then possibly raise a case if advised to TS
Internal Information
Resolution Category
Task::Other
Keywords
Procomms, Howdens, opt, out, optout, raexternalrequest