Q: Why am I hearing a recording before my call connects?
A: To ensure compliance with national messaging regulations, we require explicit consent before sending automated text messages to citizens. If you hear a brief audio reminder before your call connects, it means we do not have a consent record on file for that specific phone number yet. Please politely ask the citizen during your call if they consent to receiving follow-up text messages from you.
Q: What is the prompt that appears after I hang up?
A: After you complete a call with a citizen who doesn't have a consent record, a prompt will appear on your screen asking you to log their preference.
Opt-In: A follow-up text is sent immediately, and their consent is saved for future calls.
Opt-Out: No text is sent, and their preference not to be texted is saved.
Cancel / No Answer: No text is sent, and no preference is saved. You will be reminded again the next time you call them.
Q: Why didn't I hear a recording or see a prompt for a recent call?
A: If you don't hear the pre-call reminder or see the post-call prompt, it means the citizen already has a text consent preference (either opted in or opted out) saved in our database. The system will automatically respect their saved preference behind the scenes, so you don't have to ask them again.
Q: I received an error saying "follow up SMS message could not be sent." What does this mean?
A: This error occurs if you are using an outdated version of our mobile app. Older versions do not support the new post-call consent prompt. Because our system strictly blocks automated texts to numbers without consent on file, the old app will fail to send the message. To resolve this, simply update your mobile app to the latest version via the App Store or Google Play Store.
Q: A citizen told me they aren't getting my follow-up texts, but I selected "Opt-In." What's wrong?
A: The citizen likely replied "STOP" to one of our text messages in the past. Replying "STOP" creates a strict block directly with their cellular carrier. For legal and compliance reasons, our system cannot override this carrier block, even if you select "Opt-In" on your screen.
Q: How can a citizen opt back in if they previously texted "STOP"?
A: To clear a carrier block and resume receiving messages, the citizen must manually text the word "START" from their mobile phone to your 10-21 number.
Q: If a citizen calls me back, are they opted in?
A: Yes. If a citizen dials your number and interacts with your automated menu (IVR) to request a callback or connect to dispatch, they will hear an automated disclaimer letting them know that by proceeding, they are consenting to receive text messages. The system will automatically log their opt-in for you.