Texting: Opting In & Out
To import an opt-in list from another provider, please refer to the "Import customers into AIQ" section of our Retail Quick Start Guide.
In order for one of your customers to receive a text message, they must have an opt-in status of true. This means that they have given consent at some point to your business that agrees to receive text messaging to their provided mobile phone number.
Option 1 - Individually:
Head to the Personas tab, click the View button next to a customer that has a phone number entered and look to the right next to the word "SMS" - you will either see a green checkmark that means (Yes they are opted in) or a red cancel symbol (No they have not opted in yet or No they have opted out already)
Option 2 - In Bulk:
Go to your Audiences tab, create an audience that uses the trait - Performed Event / Opt-in status is true:
This will give you a list of customers that have opted in, you can set it to "is false" for the opposite
After you have your previous customer data in AIQ, you will need to account for new customers that are opting into your marketing program. We recommend using our defulat Sign Up Form, as this will not only create the customer account in our system but will also trigger an opt-in request message to be sent automatically.
This process is referred to as "Double Optin Request" and must be done to get permission from the customer in order to text them in the future. After they received the Opt-in request, they must text "Y", "y", "YES, "yes" or "Yes" - this will then send a Post opt-in confirmation message
You can customize these messages for your account under Configure AIQ > Texting Defaults section
Keep in mind you must keep your Opt-in request compliant and not include any regulated industry or promotional language that is subject to carrier filtration.
There are also two other alternative ways to trigger opt-in requests for customers: 1. Your AIQ account will be assigned a dedicated "Text To Join" number that appears in your Texting Defaults
2. Turn on the Send an SMS double opt-in request if a contact with a phone number is synced from this source after: X Date setting on your POS integration - recommend turning this on after going live with new sign ups. This will trigger an SMS to be sent to any phone number that is not currently opted in to ask them to join the marketing list. You can go back in time to send a new request to ask.
Pending double-opt-in requests can be tracked by running a Member Club report under Data Analytics
If you don't want customers to have to "Reply Y or YES" to enroll in SMS marketing, follow the steps below to automatically enroll customers to receive SMS communications.
1.Go to Settings > Sign-up Forms > and either edit an existing sign-up form or create a new one.
2. Go to the sign-up form field options.
3. Make Signature a "Required" field.
4. Flip Do you want this form to send a double opt-in to "No".
5. Flip Do you want to auto opt-in new sign-ups to "Yes".
This toggle only appears when the toggle from Step 4 is flipped to "No".
6. Click Save sign-up form and you're all done!
Some customers will not want to be a part of texting, in that event they can always opt out by texting "STOP" or "Stop" to any text and they will be marked as opted out going forward. If they ever made a mistake and want to opt-in again, they will need to re-enter the sign-up flow to trigger a new opt-in request to be sent.
If a customer has previously opted out of SMS messages and wants to opt back in, simply send them the Main sign-up URL or have them take a picture of the Main sign-up QR code to fill out the sign-up form again. These can be found under Settings > Sign up forms > Share this page
After they submit the form, they'll receive the below notice to text START to the number provided and they'll be opted back into SMS messages
