Understanding SMS Enrollment in Breeze

New Compliance Requirements

Breeze is rolling out updates to ensure SMS communication for all US based customers complies with new regulations, effective October 23, 2024. These updates are non-negotiable and enforce the use of a double opt-in process to confirm consent for SMS notifications. These updates only effect US based organizations.

Key Changes:

• Double Opt-In Requirement: A confirmation text will be sent to the recipient, asking them to reply YES to opt into receiving text messages.
• Admin and Member Enrollment: Both admins and members can enroll mobile numbers for SMS communication via Breeze.
• New SMS Status Icons: Icons will show the SMS status of recipients (enrolled, pending, or blocked).
• Simplified Enrollment: We've introduced new features to make it even easier to manage SMS enrollment, including the ability to enroll users while sending a text message.

Enrolling People for SMS Notifications

You can enroll users to receive SMS notifications in a few ways:

How to Enroll Users in Mass & Enroll While Sending an SMS

Breeze makes it easy to enroll multiple people at once to receive SMS notifications. When composing a new text message, you'll see an option to "Enroll" any recipients who haven't yet opted into SMS.

1. Go to your "People" section. This is where you manage your list of contacts in Breeze.
2. Select the people you want to enroll. You have a few options here:
   1. Select all: Use the checkbox at the top of the list to select everyone in your People list. 
   2. Use filters: Use the filters in the People section to narrow down your list. For example, you could filter by tags, groups, or campuses. 
   3. Select individuals: If you only want to enroll specific people, you can manually select them from the list.
3. Click the Text option. This will open the text message window.
4. You'll see an option to "Enroll" any recipients who haven't yet opted into SMS. Click the "Enroll" button.
   
5. Confirm the method of consent (verbal/written or self-enrollment).
   
   You can then choose to:
   1. Send the message only to those already enrolled.
   2. Enroll the non-enrolled recipients and send the message to those who are already enrolled to receive messages. If you do not wish for a text to be sent to those already enrolled, simply leave the text field blank. 

      Important Delivery Notice

      The original text prompting the sms flow is not sent to those not enrolled. We are unable to deliver additional texts until they enroll. Admins will need to re-send the original text once those members have enrolled if they still wish to do so.

6. A confirmation modal will appear after successfully sending the enrollment requests and text messages.

Enrolling from a Member's Profile

1. Log into Breeze and navigate to a member's profile.
2. If the member has not yet opted into SMS, you'll see an icon with a prompt that says “Enroll to Receive Text Messages” under their mobile number.
   
3. Select the Enroll to Receive Text Messages prompt.
4. A modal will appear asking for confirmation:
   
   
   • If this is the admin enrolling the member, select the checkbox indicating you have received verbal or written consent to enroll the phone number.
   • If the member is enrolling their own number, select the checkbox that it is their own phone number.
5. Click Enroll to proceed.
6. A system message will be sent to the recipient:
   “[Your church name] is verifying you want to receive reminders & alerts from Breeze ChMS. Reply YES to opt-in, STOP to cancel. Msg&data rates may apply. Unless you reply YES to this message you will no longer receive messages from Breeze ChMS on behalf of [Your church name].”
   Note: The "[Your church name]" field will display the first 35 characters of your church's name, including spaces. For example, if your church name is "Church on First Street of Jesus Christ," it will appear as "Church on First Street of Jesus Chri."

Receiving Enrollment Consent from a Form

When gathering consent for SMS communication, it's crucial to use clear and compliant language. Below are two model forms you can reference when creating your consent forms, whether in writing or when collecting consent via a Breeze form.

If your church uses a physical connect card, you can add in a field to check for whether they express consent to receiving text messages. This would be considered "Written (paper or electronic)" consent for enrollment.

You can also collect enrollment consent by Creating a Form. Below you'll see a "Text Message Consent" header with a multiple choice option for Yes or No under "Do you wish to receive text messages". If they check "Yes", this would be considered "Written (paper or electronic)" consent for enrollment.

This type of form field will not automatically enroll them in text messages, but you can utilize the Form Results to then enroll those profiles who have expressed consent to enroll.

You can use a disclaimer like this below: 

By selecting "Yes" above, I am consenting to receive SMS messages from Breeze regarding information and announcements for {{your_org_name_here}}. I understand that message and data rates may apply and message frequency varies. I can opt out by responding STOP at any time. For support I can text HELP to 87447. Please review the Breeze Privacy Policy and Terms of Service available at breezechms.com for more details. 

Managing SMS Enrollment

SMS Enrollment Status

Pending Status

While waiting for the recipient to respond to the SMS, the enrollment icon will display as an hourglass and the status will say "Pending Enrollment to Receive Text Messages".
Note: An admin must wait one week before sending another opt-in text. The recipient can respond at any time without the need for a new text.

Confirmation

Once the recipient replies YES, the status will change to a checkmark icon with a prompt that says "Enrolled to Receive Text Messages".

Blocked

 If the recipient replies STOP, the status will change to a red muted bell icon with the prompt "Blocked from Receiving Text Messages".

Identifying SMS Enrollment Status in Mass

Breeze now offers a powerful way to see who is and isn't enrolled in SMS communication, all in one place. This feature is particularly helpful for:

• Targeting outreach: Quickly identify those who haven't enrolled and plan targeted communication to encourage opt-ins.
• Analyzing enrollment trends: Get a clear overview of your SMS enrollment status and identify any potential issues or areas for improvement.
• Saving time: Avoid manually checking individual profiles to determine enrollment status.

Filter People by SMS Enrollment Status

1. Navigate to "People".
2. Click the "Filters" button near the top of the page.
3. In the filter options, locate the "SMS Enrollment" section.
   Choose your filter: Select one or more of the following options:
   1. Pending Consent: Shows those who have received the opt-in text but haven't responded yet.
   2. Not Enrolled: Shows individuals who haven't been enrolled for SMS.
   3. Opted-In: Shows those who have opted in to receive text messages.
   4. Blocked: Shows those who have blocked your organization's text messages.
4. Click "Done" to apply the filter and view the results.

Use the filtered list to take appropriate action, such as:

• Sending a personalized message to those who haven't enrolled.
• Following up with those who have pending consent.
• Investigating why some individuals may have blocked messages.
• Export your filtered list to share with your team

Troubleshooting & FAQs

Can I customize the opt-in message?

No, the opt-in message is standardized for compliance reasons.

What can I do if a member or volunteer says they didn't receive the opt-in text?

1. Confirm their number is correct in their Breeze profile.
2. Check if they received a text from your church in the last 30 days. Only those who did will receive the automatic opt-in text.
3. It's possible their device is blocking messages or notifications from shortcodes. To resolve this, they can text START to 87447. This will often resolve the issue and allow them to unblock themselves. 
4. If the number is correct, the next potential cause could be a limitation imposed by the member's mobile carrier. Budget-friendly providers, such as Mint Mobile, Visible, Boost Mobile, and Cricket Wireless, may require specific plan configurations or device settings to enable SMS short code messaging.
5. If they've checked these things and still haven't received the text, you can manually enroll them through their profile.

Can I resend the opt-in text?

The initial automated text was a one-time message. However, you can manually enroll the member through their profile to trigger a new opt-in text (once every 7 days).

A member can text the word YES to 87447 at any time after the enrollment process has begun. They do not have to wait for an additional text, even if the original one is several days or even weeks old. 

How can someone opt out?

They can reply "STOP" to any text message received from your church or to 87447 (the shortcode from which Breeze messages come). If your church also contacts them through any number besides 87447, they will need to contact the church directly to opt out of those communications.

Will I be charged for sending the automatic opt-in message?

No. Automated opt-in (or opt-out) messages are not counted against an organization’s SMS billing.

What if multiple members in Breeze share a single mobile number?

You may begin the enrollment process from any member’s profile who has that as the mobile number. Once an opt-in response is received from that number, it will be enrolled and available to message for all profiles with that number.
Technical tip: This process enrolls a specific phone number to receive text messages from a specific organization. The enrollment is completely separate from the people profile - so if someone responds “STOP” from that number messages can’t be sent to it via ANY person’s profile. If somebody enrolls, you could even delete their profile from Breeze, add a new profile later with that phone number, and the number would immediately show as enrolled!

Can I repeatedly enroll someone for SMS?

We understand you might want to ensure everyone is opted in, but repeatedly enrolling someone without their renewed consent is not the intended use of this feature. It's important to respect individuals' communication preferences. Excessive attempts to enroll someone who has not provided consent may result in limitations to your SMS access.

Can I export a list of People who aren't enrolled?

Yes! Use the People Filters "SMS Enrolement" to filter your people list down and then export from the People page.