Text Channel Communications v3

Peak Time Rebate text messages use Short Message Service (SMS) messages to contact customers by telephone. They notify customers of upcoming peak events and remind them of how much they could potentially save. After peak events, follow-up alerts notify customers of the amount of money they saved by reducing energy use.

For text communications, utilities must use an SMS short code provisioned and owned by Oracle Utilities so that Oracle Utilities can comply with all requirements set forth by the MMA Best Practices and CTIA guidelines for SMS communications. This includes managing a double-opt-in process, as well as all required keywords (STOP, CANCEL, UNSUBSCRIBE, HELP, INFO, and so on).

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. Customers that do not are not eligible 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.