Resident Text Messaging Opt-In/Opt-Out
In order to comply with opt-in/opt-out requirements from national wireless carriers (Verizon, AT&T, etc.) and the Federal Communications Commission (FCC), NetVendor Maintenance (NVM) requires residents to opt-in prior to receiving a text message (SMS) from the NVM platform.
As a reminder, NVM optionally offers the ability to trigger sending an email and/or text message to the resident based on specific events. This is a summary of some of the unique messages that are possible.
- New Service Request: “Uptown Apartments SERVICE UPDATE: Your request has been received and is awaiting assignment – please call {{office_phone}} with any questions. Reply STOP to opt-out”
- Reviewed (Completed) Service Request: “Morgan Mills Apartments SERVICE UPDATE: Your request is complete! See details and leave feedback here: https://hi.fromserv.us/u/g97567u0 Reply STOP to opt-out”
- Custom NVM Message: “Parking Lot Snow Removal. Please click link for further information: https://hi.fromserv.us/u/b97567u0 Reply STOP to opt-out”
IMPORTANT NOTE: Sending these updates by email is not impacted by this opt-in requirement. Only text messages (SMS) are impacted.
Resident Opt-In Steps
Prior to the sending any type of message to the Resident via text messaging, the Resident must give consent (opt-in) to receive these messages within the NVM platform. This may be done by the Resident using a web page/form hosted by NVM, as shown below. The link to this page may be found on the “Manage” tab of your property within NVM. In addition, NVM has included this link within Resident notification emails and can make a QR code available, which can be published in the leasing and/or service office at the property.
Once the Resident submits their mobile phone number on this form, they will receive a confirmation page and a welcome message, as shown here (with example resident phone number).
Alternative Resident Opt-in Steps
NVM supports the ability for the Resident to perform an Opt-in via an alternative method. This can be done by texting the word “Start” to the Resident Text number, which is included on your property “Manage” page in NVM. In response, the national carrier may automatically reply with a text message, as well as a confirmation text message from NVM. For reference, see example below:
Resident Opt-out Steps
NVM supports the ability for the Resident to perform an Opt-out at any time, simply by texting the word “Stop” to the Resident Text number, which is included on your property “Manage” page in NVM. In response, the national carrier may automatically reply with a message and all future messages will be blocked by the carrier. For reference, see example below:
Resident Phone Number Opt-in Status
NVM will visually display the opt-in status of a Resident phone number in several locations within the NVM platform, including:
- Service Request Detail Page
- Resident List View on Unit Detail Page
- Property Resident Report CSV Export
- NVM Messaging Unit/Resident Selection Table
Final Considerations
In the event that the Resident contact information has been updated within the Property Management application, where a new mobile phone number is given, NVM will be automatically updated with the Resident’s new mobile phone number. Since the new phone number has not opted-in, the Resident will be required to perform one of the opt-in procedures listed above before they can receive text messages from NVM.
If you or your team have any questions or issues with Resident Text Messaging Opt-in/out, feel free to contact Support.