SMS Channel Communications

The Behavioral Demand Response Cloud Service uses the SMS channel to send pre-event and post-event text messages to customers. These texts are designed to prepare customers for peak events and motivate them to save energy. In addition:

• Utilities must use an SMS short code provisioned and owned by Oracle Utilities to keep Oracle Utility in compliance with all requirements set forth by the MMA Best Practices and CTIA guidelines for SMS communications. This includes managing a double-opt-in process and all required keywords that include but are not limited to STOP, CANCEL, UNSUBSCRIBE, HELP, and INFO.
• Customer preference and contact information can only be changed using Oracle Utilities Opower APIs, and the double opt-in workflow should be triggered using the APIs. CSRs can instruct customers to follow the double-opt in process if the customer has already selected a preference in the utility's preference center by texting "YES" to the utility's short code.
• Customers must go through a double opt-in process to receive text communications, and those customers that do not are ineligible to receive text communications.
• Text communications are limited to 160 characters. Customers who reply to a text with anything other than a keyword will get a response inviting them to call the call center.

Note: Pre-event and post-event email and SMS messages are localized for Spanish. If your utility is interested in Spanish language support for voice communications, contact your Delivery Team.

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