Text Alerts

SMS High Bill Alerts AMI are text messages sent through the mobile channel to inform customers when they are on track for a high bill or high energy use. SMS alerts are only delivered if the SMS alert type is turned on in a customer's account settings, and if the customer meets the minimum eligibility criteria to receive the SMS alert type. A dual fuel customer receives a single, combined fuel text message.

Data Requirements and Limitations

This section discusses the data requirements and limitations, which include:

  • No Opt-Out Programs: SMS High Bill Alerts AMI cannot be provided as an opt-out program. This is because text messages are not free to the customer and cannot be sent to them without their prior consent.
  • Opt-In Confirmation Message: As soon as the user enrolls, a one-time SMS message is sent to the user’s phone informing them that they have enrolled in a recurring SMS program. This feature may vary depending on the utility's specific implementation of SMS alerts.
  • Alert Length: The alert is limited to 160 characters. The static tip may be left off if the utility wants to include a lengthy utility name. Alerts that exceed the character limit will be sent in multiple messages..
  • Customer Opt Out: Unsubscribing from the text alert itself is permanent. Customers will never receive the SMS alerts again and will be unable to opt back in at a later time.
  • Short Codes: Each client setup for SMS requires the procurement of a short code (special phone number for outbound SMS) via our SMS vendor. This process requires 12 weeks and may necessitate changes to how the client markets their program, including additions to their Terms of Service and Privacy Policy.
  • Character Limits: SMS messages are limited to 160 characters.
  • Water/Multi-Service Limitations:
    • Customer must have metered water service. If customers also have wastewater service or sprinkler service, those services are combined under "water". There is no wastewater-only experience.
    • Cost experience is supported. No usage experience is currently available.
    • Budget Billing usage experience is supported for a customer with Water or Water + Wastewater service only.
    • Utilities cannot use a utility-wide threshold for water customers.
    • Customers must opt-in to receive alerts and must also set a personal cost threshold to enroll.

User Experience

These texts typically include the following components:

Utility Name: This identifies the utility that sponsors the message. We recommend that this be four characters or less. The maximum length is 45 characters.

Alert Message: A text message that is written in advance and that indicates whether the customer's bill or energy use is higher than usual. The value in the message can be expressed as a dollar amount, a percentage, or a cost range.

Personalized Threshold: The personalized threshold message encourages the customer to visit the website and set or modify their personal threshold. When a personalized threshold is set, the customer will only receive alerts when their cost or usage exceeds the set threshold.

SMS policy language: The message includes required SMS messaging policy. The number of messages/month number varies by client; however, the language should not be altered and is included in the 160 character limit.

Opt-Out Message (Optional): The opt-out message explains how the customer can unsubscribe from the alert.

User Experience Variations

This text shows an example of a High Bill Alert AMI SMS message:

UTILCO: Your energy use may be 38% higher than usual & above your alert threshold Up to 4msg/mo Msg&Data rates may apply Reply STOP to optout or HELP for info

The following example text is for a customer without rates modeled or who is on budget billing:

UTILCO: Your electricity use may be 15% higher than usual & above your alert threshold.

The following example text is for a customer whose rate plan has been modeled by Oracle Utilities. In this case, a dollar amount is used instead of a percentage:

UTILCO: Based on your electricity use, your next bill may be $100.00 & above your alert threshold.