Every send checked first: consent that follows the conversation

An agent that can send a thousand texts an hour needs better manners than a person, not worse. The questions are the same ones a careful BDC manager asks: may we contact this person, for this, on this channel, at this hour, from this number? The difference is that IDP asks them before every single send, and writes down the answer.

Consent for this purpose

Not all messages are the same. A reminder about an appointment the customer booked is a service message. A win-back offer is marketing. IDP keeps track of which purposes a customer has agreed to, and checks the right one for each send.

Permission follows what customers say and do

• When a customer texts or calls your store, your agent and your team can text them about it for the next 30 days. Those texts are for service and updates. Marketing texts still need the customer's written consent.
• STOP, START and HELP get an automatic reply that names your store, and a customer who texts HELP gets one reply, not two.
• A STOP holds on that channel until the customer says START. Campaigns, blasts and agents all respect it.

Quiet hours

Every store sets its own quiet hours, and calls and texts held by them go out when quiet hours end, not a second before. Marketing texts also follow the hours set by state rules where they're stricter, such as Florida's and Oklahoma's.

A held send says why and when it will go: "Quiet hours at the store. Waits until 9:00 AM." Nobody has to wonder whether it was lost.

A registered sender

Texts go from your store's registered numbers. A dealer group can register texting once for all its stores and create its texting campaign from there. When a message can't be delivered, it says why in plain words, such as "Landline", and what would fix it, instead of a carrier error code.

Email, checked too

Email has its own ways to go wrong, and IDP checks for them:

• New contacts' email addresses are verified before their first email.
• An address that keeps bouncing stops getting email, and a sender that's struggling slows down or pauses on its own, with a clear note on what to do.
• Every email checks for an unsubscribe right before it's sent.
• Blast emails always carry your store's mailing address.

When a check can't run

If a check can't be completed, for example the count of how many messages a customer has already received this week, the message waits instead of going out unchecked, and our team is alerted. A lead whose phone number turns out to be one of your store's own numbers, picked up from a quoted email signature, is held for review instead of being contacted.

Every message keeps its decision

For every message an agent sends or holds, IDP records the decision in four parts: what changed, why, what happens next, and what was held back.

When someone asks "why did we text this person?", the answer is one click away, in plain words.

A note on the law

These controls make it practical to run outreach carefully, but they don't make any deployment compliant on their own. What's allowed depends on your use case, your data, the channel, where your customers live and how you operate. Review each workflow with your own counsel.