Consent

Consent

Overview

How to set and use consent

Consent refers to the level of permission that a customer has established with the contact center… The customer can provide the level of consent by communicating with a user and having the user enter the consent or the user can enter the information into the system themselves if the Administrator has added this functionality into the workflow.

There are 4 consent levels in the system

+DNC (Do Not Call) *The customer has requested no further contact from the contact center. * under any circumstances

+Re-Assigned The person that has been contacted has indicated that this phone number has been Re-Assigned and no longer belongs to the customer

+Opt-Out The customer prefers not to be contacted by the contact center

+Opt in The customer has agreed to be contacted by the contact center in the future

In order for a phone number or email address to be added to the local consent database in Thrio the user needs a minimum of two fields

  • Number This is the Customer’s telephone number or it may be an email address
  • Consent type one of the four consent types listed above (DNC,Re-Assigned,Opt-Out or Opt-in)

two additional optional fields are

  • Reason *this is a text field where the system captures how the consent level was set eg. Agent Action or a user can capture the reason a customer has chosen this level of consent eg. too many calls
  • Contact Id *this field is where you would enter the contact Id of the customer

Where to set consent levels

A user can set the consent level in several locations

  • on the **Consent tab **either by adding a new number and consent level or by modifying an existing entry
  • in the Contact section on the workitems tab, when on a workitem that has a contact assigned
  • in the Leads section on the workitems tab, when on a workitem that has a lead assigned
  • on the Contacts tab by creating a new contact or searching for a contact and setting the consent level

How to set consent levels

On the Consent tab you either add a new number or search for an existing number and select the consent type by choosing from the drop down list under consent type.

On the Workitems tab (contact and lead) and on the Contacts tab

*next to certain fields you will see 3 ellipses (dots) when you select the ellipses you will see a window open with 4 options

  • Add to DNC
  • Add to Opt-Out
  • Add to Reassigned
  • Add to Opt-In

Selecting each of these will set the appropriate consent level for this field. You should be aware that you are setting the consent for each number or email address not for all the customer’s numbers. This gives you the ability to set different consent types for different numbers. A customer may wish to be contacted at home but not on his mobile or may wish to be contacted by email but not by phone.

Default fields that can be used to set consent type are

  • Phone
  • Mobile
  • Fax
  • Email

Where is Consent used

Consent is used when uploading a new predictive or progressive dialling list. The system can filter out the numbers that are set to DNC, OPT-Out and Reassigned.

In addition each User can have “Verify Consent on Dial” set to true. When “Verify Consent on Dial” is set to true for a user, every time a userthe system will check the number against the local DNC database and provide a warning to the user if the number he is trying to dial is set to DNC, OPT-Out or Reassigned and will provide a warning if it is. The system will also provide a warning if the User is attempting to call outside business hours. Similarly if the User is attempting to email an email address on the local DNC database he will receive a warning.

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