Accountable’s SMS Messaging feature allows Company Users to communicate directly with Contacts by sending important loan updates, loan information, status updates, reminders, and other loan-related communications from the Contact record.
Before sending SMS messages, the Contact must complete the required SMS consent and opt-in process. Once enrolled, Company Users can send and receive SMS messages, view conversation history, track message delivery status, and manage the Contact’s SMS consent status directly within Accountable.
Steps to Send an SMS to a Contact:
Register SMS Consent
Log in to the Accountable Scoreboard.
Navigate to the Contact page and open the Contact you want to send an SMS to.
If the Contact has not yet completed SMS enrollment, SMS messaging will be restricted. The SMS icon indicates that SMS consent is required. Hover over the icon to view the Contact’s current consent status.
Enable the SMS Consent Registration toggle to begin the SMS enrollment process.
A consent confirmation popup will appear. Select the checkbox to confirm that consent has been provided, then click Confirm.
Once confirmed, an initial enrollment SMS will automatically be sent to the Contact:
[Financial Institution Name]: Hi John, this is Mike, your loan officer. You previously provided consent to receive SMS regarding your mortgage. To confirm enrollment, reply YES. Msg & data rates may apply. Reply STOP to opt out or HELP for help.
The Contact must reply YES to complete SMS enrollment. Until the Contact confirms enrollment, additional SMS messages cannot be sent.
While waiting for the Contact’s confirmation, the SMS icon will display Awaiting Opt-In. You can also view the current enrollment status in the Consent History.
Once the Contact replies YES, the SMS icon will display a check mark, indicating that SMS enrollment has been completed. Hover over the SMS icon to view the Contact’s consent and enrollment history.
Send and View SMS Messages
Once SMS enrollment is confirmed, click the SMS tab on the Contact page.
The SMS section displays the most recent message along with the date. If there are unread messages, an unread count, such as 1 Unread, will also be displayed.
Click the SMS conversation tile to open the SMS modal and view the complete conversation history.
To find a specific message, enter a keyword or phrase in the Search bar. To view messages from a specific date, click the Date Filter and select the required date.
To send a new SMS, enter your message in the text field at the bottom of the SMS modal and click Send SMS.
After sending the message, its current delivery status will be displayed, such as Queued, Sent, or Delivered.
When a Contact Opts Out
If the Contact replies STOP, SMS messaging will automatically be restricted for that Contact.
Once the Contact has opted out, Company Users will no longer be able to send additional SMS messages to the Contact.
The SMS icon will display a blocked status to indicate that SMS messaging has been disabled. Hover over the blocked SMS icon to view the Contact’s opt-out history.
If you have any issues or would like to ask questions, please let us know using our Coach-on-Call feature.
- Accountable Support