Managing Peak Day Communication Preferences

In the CSI, you have various options to manage communication preferences for your customers. Some options may be hidden depending on which products are provided by your utility. You may also see a message explaining that no communications for a specific type of product are available for a given customer account. Moreover, in some cases, you may be able to manage properties for products the customer is ineligible to receive.

Be aware that managing preferences for peak day communications can refer to communications received as part of the Peak Time Rebates product or the Behavioral Demand Response product. The messaging in the Account Center is the same for both products, as utilities would only have one of these products.

To manage preferences:

  1. Sign in to the Customer Service Interface.
  2. Find and open the customer's account.
  3. In the Actions area, select Manage Communication Preferences.
  4. Perform one or more of the following actions:
    5. Action Steps

    Update contact information

    Click the Edit contact info link next to the recipient you want to update, and update the relevant contact information.

    Add a new recipient

    Click Create new recipient and enter the contact information. A customer can add up to 10 additional recipients. Each recipient must have a name and at least one communication type.

    Note: When contact information is added or updated, basic validation is used to ensure that the phone number and email address resemble real values. However, these values are not automatically tested or verified, so it is possible to enter incorrect or inaccurate information, even if it looks correct.

    Remove a recipient

    Click Details next to the recipient you want to remove to display the additional contact information, then click DELETE CONTACT. Any recipient other than the primary recipient can be removed.

    Update communication channels

    In the Peak pricing alerts area, update the Email, SMS (text), and Voice preferences. Customers cannot control print preferences.

    Add communications to a recipient

    After you have added a recipient, you can then select the communications and alerts they receive. Click Details next to the appropriate recipient to display the additional details. Then, select the check boxes next to each communication you want the recipient to receive.

    Note: If a recipient is added for a communication that they are not eligible to receive, then the recipient will not receive it. However, the communication will remain selected in the settings. The eligibility requirements for each communication vary by utility. If you need eligibility details, ask your supervisor or contact My Oracle Support.

    Opt out a customer

    Depending on the channel you want to opt out of, complete the following actions:

    • Under the Peak Pricing Alerts area, clear the checkboxes of the alerts the customer wants to opt out of. This is not permanent, and the customer can opt back in at a later time.

    • To instruct the customer on how to unsubscribe from email alerts, tell them to click the Unsubscribe link at the bottom of the email and follow the instructions to opt out. Notify the customer that opting out of peak event emails is not permanent, but opting out of all emails is a permanent action.

    • To instruct a customer on how to opt out of voice notifications, tell them to press 9 at the end of the call to unsubscribe. Notify the customer that this action is permanent.

    • To instruct a customer on how to opt out of text notifications, tell them to text STOP to unsubscribe. Notify the customer that this action is permanent. This option is available for Peak Time Rebates only, and is not applicable for Behavioral Demand Response.