This article is for informational purposes only and is not intended as legal advice. If you need legal advice, please contact your preferred legal counsel.
Implementing an opt-out option within your IVR is an effective way to maintain a positive relationship with your contacts, comply with regulatory requirements, and ensure that your messages are only being sent to people who really want to receive them. Let's go over how to do this below.
Create an IVR:
Click into the IVR section of your Drop Cowboy account and click the +Add IVR button.
Next, enter a title for the IVR.
Configure IVR Rules:
Now it's time to set up the rules for our IVR. You should select what you would like the system to do in the event an inbound call is received. The below example is a very basic setup to add an opt-out option for your contacts.
First Rule: For our first we have selected the when "inbound call received", then "Play" option. You will also need to pick the recording you would like the system to play from the recording drop-down menu. ***Please note - the recording you choose should contain the key press instructions that match the rules you have added.
In our above example, the recording selected should say something like, "Thanks for calling Example Company! If you'd like to speak with our team press 1 or if you no longer wish to be contacted, press 9 to be added to our do-not-call list."
Keypress Rules: For our second rule we selected the key press option of 1 to forward to our office line. For our third rule, the option to be added to the DNC was saved as key press option 9. We try to keep the DNC keypress number as far away from the forwarding keypress option on the phone's dial-pad as we can. This helps to ensure that our contacts do not accidentally add themselves to the DNC by pressing say 2 when they meant to press 1.
After you have set your rules, be sure to click the blue 'Save' button. Your IVR will now be available to select for use in your campaigns and you will have an opt-out option for your contacts.
Please note that even though you have an IVR opt-out option in place for inbound calls, you will still need to monitor your Drop Cowboy Inbox for opt-out requests received via text message. We do have some keywords in place for contacts to opt-out via text. To learn more about this and to view our current list of keywords, please click HERE.
Still have questions? Reach out to our Support Team and we'll be happy to help!