Long code/text messages (10DLC): A Standard phone number used to send and receive messages.
#CUSTOMER SERVICE TEXT MESSAGING PROGRAM CODE#
SUNY Empire will have 2 short code programs, one for OAA and one for OEM. Short code program: program to which an individual opt-in to. Short codes are considered as messages sent from application-to-person (AP2-BULK messages). Messages are sent 100 messages per second (MPS). Short codes are used for bulk messages and specific to a program.
#CUSTOMER SERVICE TEXT MESSAGING PROGRAM FULL#
Short code: A special 5- or 6-digit telephone number that's shorter than a full phone number. Short code application: Short codes are closely-regulated by carriers, so specific information on potential use cases are required for approval of a short code to ensure compliance with regulations.
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It is a means of sending short messages to and from mobile phones or thru a platform such as customer relationship management (CRM) application. SMS: Short Message Service (SMS) & Text Messages (texting) are the same thing. Reoccurring message: more than 1 short code program message Single Message: one-time short code program message Master SMS/text message Contact Calendar: Electronic Calendar Documenting the Launch of Bulk Text Messages Coming from Short CodesĬontact Center Compliance: informs Master SMS/text message contact calendar as to blackout dates for SMS/text messages. Service providers: wireless communication companies § 227įCC: Federal Communication Commission rules 47 C.F.R. TCPA: Telephone Consumer Protection Act 47 U.S.C. wireless communications industry and companies throughout the mobile ecosystem. Individual: prospect, applicant, student, alumniĬellular Telecommunications Industry Association (CTIA): represents the U.S. NON- AUTHPERS: SUNY Empire Employee who does not have access to the short code and does not have an assigned long code DefinitionsĪUTHPERS: SUNY Empire Employee who has access to the short code or has an assigned long code & has access to the designated CRM application(s). This policy will respect and maintain individuals’ rights and privacy, while maximizing efficiency and effectiveness in communicating messages that align with SUNY Empire’s overall mission to prospects and students. SMS/text messages will be used as a supplemental means of communication rather than a primary communication tool. See appendices for SUNY Empire’s approved short-code application use cases. SUNY Empire will send SMS/text messages to individuals relating to approved-use cases documented on SUNY Empire’s approved short-code application.
![customer service text messaging program customer service text messaging program](https://www.biztextsolutions.com/wp-content/uploads/2018/05/phone-1.png)
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The purpose of this policy is to establish how SUNY Empire will leverage SMS/text messages to communicate and distribute information to prospective and current students and alumni that is compliant with internal and external regulations and policies to align with the college’s marketing strategy and brand recognition and values and to support and establish requirements, and collegewide coordination and cooperation to prevent misuse and overuse of SMS/text messages.
![customer service text messaging program customer service text messaging program](https://venturebeat.com/wp-content/uploads/2018/06/IMG_523679EF242F-1.jpeg)
Additionally, integrating SMS/text messages provides the organization an opportunity to reimagine traditional communication channels, such as email, honing and enhancing messaging that necessitates detailed information that might not necessarily require immediate action. Using SMS/text messages as a communication channel provides another means to elevate and “bring attention to” specific time-sensitive information, such as upcoming deadlines and/or other information that might otherwise get lost in traditional channels. New communication tools, such as SMS/text messages, have emerged as being an effective communication channel if integrated properly into an organization’s overall communication strategy and adhere to state, federal, and vendor regulations pertaining SMS/text messages. However, our prospective and current students are asking for another means to receive information, specifically, SMS/text messages. These traditional channels have been used exhaustively and will remain SUNY Empire’s primary channels. Those traditional communication means are identified as email, mail and phone. SUNY Empire State College’s current communication strategy, as stated in our college policy for Broadcast Email to Students,1000.001, dated October 17, 2006, outlines traditional forms of communications with our prospective and current students. Text, Mobile Phone, SMS, Short Code, Long Code Senior Business Analyst, Project Management Interim Vice Provost for Student Success, Senior Director for Academic Success, Associate Vice President for Enrollment Marketing, Assistant Vice President for Communications, Marketing, and Government Relations