Table of Contents

In today's financial landscape, effective borrower engagement is paramount for servicing loans and maintaining customer satisfaction. LoanPro recognizes this need and has developed an integrated SMS solution to provide clients with two way messaging to ensure immediate delivery and heightened engagement. The Interactive SMS functionality enables you to easily send default and custom messages to borrowers.

Here's a basic rundown of how to integrate Interactive SMS:

Meet with a LoanPro representative to discuss the necessary information you will need for sign up and how Interactive SMS will increase efficiency. Ensure that your business complies with carrier brand requirements.
Use our templates to create messages and determine use cases. Texts can be sent off by event-based or automated notifications, giving you both granular control over when texts send and the power of our automation tools.
Configure the opt-in settings for borrowers. Our rules engine will check that borrowers have opted in to the program before sending any messages.
Ensure that your business follows all SMS regulations found in the compliance section below.

The following information will assist you in following the steps required for integration of our SMS tool, including set up, configuring messages, and managing communications.

Prerequisites

Before you begin an SMS campaign, review the following items:

Brand requirements

Carriers want to know who is sending SMS on their network. If you do not have these your registration will be delayed until they are added.

Online presence: Webpages where the borrower can view the following:
- CTA
- Privacy Policy
- T&C
- Description
- Support email or Toll free number
Support email: “@yourbusiness” domain must be your business name.

Timeline

The timeline below showcases the steps of Interactive SMS from form to deployment.

Getting started

The sign up process will begin with a meeting with a LoanPro representative to discuss the value of Interactive SMS, along with necessary steps and compliance. After reviewing the following information, fill out the SMS campaign application.

Sign up info

To fill out the application, we'll need some information about how you'll use SMS.

Name of TPM/AE: The LoanPro Technical Project Manager or Account Executive with whom you are working.
Your point of contact: The person LoanPro will reach out to with questions or issues.
Contact info for the point of contact: The contact’s phone number and email address.
Contact info: Your company's name, contact number, and address.
- If you have a legal name and a DBA/brand name, we'll need both.
- Are you a public or private company?
- Addresses must include the street number, city, state/province, ZIP/postal code, and country.
Employer identification number (EIN)
Company short description: A brief phrase or slogan that describes your company.
Company description: A short description of what you do and what you offer customers.
Countries of operation: Whether you'll operate in the U.S., Canada, or both.
Number type: Whether you'll use a short code or long code number.
- Short code: Five to six-digit phone numbers. They can take between 10-12 weeks to set up after campaign registration, and they're unlikely to be blocked by your borrowers' phone carriers. It is commonly used for the following use cases:
  - Two way SMS: Allows communication between the lender and borrower.
  - Allows for a higher throughput of messages then standard 10DLC.
  - Option for a “Vanity” Short Code, allowing for a more personalized experience with your borrowers. Example: 7-Eleven is 711711.
  - Great for marketing campaigns, such as announcements to a holiday sales event.
  - Good for running promotions to your customer base, such as offering 10% off an item this weekend only.
- Long code: Standard ten-digit phone numbers. They can take between 8-10 weeks to set up after campaign registration and are more likely to be blocked. They are commonly used for the following use cases:
  - Two way SMS: Allows communication between the lender and borrower.
  - Define a local area code, which is great for serving a local customer base.
  - Perform customer reminders for cases such as an upcoming payment, a late payment, or even a payment return.
  - Send customer care messages such as wishing a customer a happy birthday or happy holidays.
  - A completed LOA form must be filled out to successfully migrate a 10DLC or Short Code currently in use to continue to be used within the Interactive SMS offering.
Company primary website URL
Company SMS terms and conditions: Submit a URL of your terms and conditions for compliance. See examples below.
Company SMS privacy policy: Submit a URL of your privacy policy for compliance. See examples below.
Customer support information: Any website, toll-free number, or other tools you use to handle customer support.
Use case description: The type of messages you'll be sending, such as account notifications or advertisements.
Call to action details: How your customers will sign up and consent to receive messages. See examples below.
Sample messages: The actual messages you'll be sending to your borrowers. (See more in the ‘Messages’ section below.)

Call to action details

This is where a borrower is providing their consent to receive messages from you. To manage call to action messages, navigate to Users > Customer Manager > select the customer > Links & Access. Our system will check that borrowers have opted in before sending them any messages. Below are CTA options that LoanPro supports:

Keyword opt in: Can be placed anywhere on your website where you want your borrowers to be notified of SMS. See template below for required information.
Email opt in: Used when you want to email blast current and new customers on how to opt into SMS. See template below for required information
Website opt in: Borrowers can enter their phone number to receive messages as consent, LoanPro would need a screenshot of the area on the website where the borrower is providing their phone number to receive/opt in to these specific types of messages. You must explicitly call out what borrowers are opting into. The language that should be presented includes the following:
- Description of the messages they will receive
- “Msg frequency may vary” disclosure
- URL links or specific text stating your terms and conditions and privacy policy
- Reply STOP to number to cancel
- "Message and data rates may apply" disclosure
Loan contract signature: A signed contract does not meet the opt in requirements per the carrier guidelines, You must have a section within your contract where the borrower explicitly agrees to SMS, such as checking a box or placing a not required initial. The language that needs to be included on this section is the following:
- Description of the messages they will receive
- A checkbox and signature section where the borrower is consenting to SMS
- “Msg frequency may vary” disclosure
- URL links stating your terms and conditions and privacy policy
  - If the contract is a physical copy, you will need to include the terms and conditions and privacy policy on paper or as a pdf.
- Reply STOP to number to cancel
- "Message and data rates may apply" disclosure
- Physical and online have different requirements.

Once a borrower successfully opts into Interactive SMS, the carriers expect a confirmation message to be sent to subscribers straight away with the following information:

Program (brand) name
Reply STOP to cancel
Customer care information (Text HELP for more information)
"Message frequency may vary" disclosure
“Msg & data rates may apply” disclosure
Example: [Tenant name] Thanks for signing up. Msg freq may vary, msg & data rates may apply, Reply Help for more info, or STOP to cancel
LoanPro default confirmation message: Hey (Customer First Name) This # is enrolled for account notifications from (Tenant Name). MsgFreqMayVary. Msg&DataRatesApply. Reply HELP for questions. To opt-out reply STOP.

Automated messages

In addition to your account information, you'll need to send us a document with the template messages about what and when you'd like to send them. You can write it out as a word document or spreadsheet, but make sure it contains the following information for each message:

The text of the message: A single message can be up to 160 characters, and longer messages will be sent in multiple texts.
The situation when the message should be sent: These messages are sent out after a trigger-based or event-based notification. If it's event-based, you just need to tell us which event sets it off. If it's trigger-based, describe the rule that should send it out.

To send out SMS messages, you'll use either automated or event-based notifications. Event-based notifications are tied to specific preset events, like a payment to be made or a status change. Automated Notifications use your own custom business logic (encoded with Clojure rules) to determine when messages should be sent (e.g., the message will be sent if the loan is 5 days past due and in an ‘Open’ status).

Before sending any messages, LMS will check that borrowers have opted-in to receive them. Read below in the ‘Call to action details’ section to learn how to manage opt-ins.

LMS will notify you of new messages and keep a record of messages that are sent and borrowers' replies in the ‘Communication History’ tab. To access this tab, navigate to Loans > Borrower > Primary Borrower > Communication History. When replies are received, LMS will update accounts with a flag, portfolio, or agent notification (your choice), making it easier to service them.

Two way messaging is also available in the ‘Communication History’ tab. Click the “reply” button on the borrower’s message to send a custom response.

Default messages

These compliant messages are provided when we initiate the sign up process. You will be able to edit these once the setup is complete.

Confirmation: This # is enrolled for account notifications from (Tenant Name). MsgFreqMayVary. Msg&DataRatesApply. Reply HELP for questions. To opt-out reply STOP
Help: [Tenant Name]: For more information visit us at (Website). Or email us at (Email)
Opt out: You will no longer receive further messages from (Tenant Name)

There must be a way for customers to opt out of your SMS service. If you want to change the default message, you must keep the keyword “STOP” as the way to unsubscribe and confirm that no further messages will be delivered.

If you wish to have your help message show your customer phone number instead of a website or email address, the number must be toll free.

Interactive SMS message templates

AutoPay Scheduled/Created > SMS AutoPay Enrollment Confirmation - Part 1 & 2:
(Tenant name): Thank you for choosing AutoPay. Your AutoPay set up is complete. Reply STOP to unsubscribe from messages.

Welcome Message
(Customer first name), welcome to (tenant name)! We appreciate your business! Have Questions? Call us at (company phone number). Reply STOP to unsubscribe from messages.

AutoPay Failed
Alert: The scheduled AutoPay on your (Tenant name) account has failed. Please contact us at (Company phone number) to discuss payment options. Reply STOP to unsubscribe from messages.

Payment reversed
(Tenant name): Your recent payment was returned. Please call us at (Company phone number) to discuss or visit the customer portal (Tenant customer portal link) to pay. Reply STOP to unsubscribe from messages.

Payment posted to account
(Tenant name): Thank you for your payment! $(last payment amount) was applied to (last payment date). Questions? Call us at (Company phone number). Reply STOP to unsubscribe from messages.

AutoPay Enrollment - 7 Days After Contract Date
(Tenant name): Put your loan on cruise control! Enroll in autopay today. To register, visit the customer portal (Tenant customer portal link) or call us at (Company phone number). Reply STOP to unsubscribe from messages.

AutoPay Enrollment Reminder - 5 Days Before Next Payment Date
Hi (Customer name), it's almost time for your monthly payment with (Tenant name) on (next payment date status). Would you like to set up AutoPay for your monthly payments? Contact us at (Company phone number) to enroll. Reply STOP to unsubscribe from messages.

Payment Reminder - 3 Days Before Next Payment Date
(Tenant name) Payment Reminder: Hi (Customer first name), your payment of $(Next payment amount status) is due in 3 days. Need assistance? Call us at (Company phone number). Reply STOP to unsubscribe from messages.

Happy Holidays
Happy Holidays, (Customer first name)! Wishing you a joyous holiday season from everyone at (Tenant name). Warm regards, The (Tenant name) Team. Questions? Contact us at (Company phone number). Reply STOP to unsubscribe from messages.

Happy Birthday
Happy Birthday, (Customer first name)! Wishing you a fantastic day from all of us at (Tenant name). We appreciate your business and hope you enjoy your special day. Best Wishes, The (Tenant name) Team. Questions? Contact us at (Company phone number). Reply STOP to unsubscribe from messages.

Missed Payment - 1 Day Late
(Tenant name): (Customer first name), we did not receive your payment. Call us at (Company phone number) to make payment arrangements. Reply STOP to unsubscribe from messages.

Missed Payment - 5 Days Late
(Tenant name): (Customer first name), your payment of $(amount due status) was due (days past due status) days ago. Please call us at (company phone number). Reply STOP to unsubscribe from messages.

Compliance

Due to SMS regulations, it is essential to follow necessary compliance steps. The following information will help you know exactly what your business needs to enable SMS.

SMS regulation overview

The Telephone Consumer Protection Act (TCPA) rules are periodically updated to address concerns about unsolicited communication, consumer consent requirements, and penalties for violations. The main rules to remember are:

Obtain express written consent
Provide disclosure with a comprehensive opt-in message
Clearly communicate terms and conditions
Only communicate during business hours
Include your business name in all messages
Offer consumers a way to opt-out
Respect the National Do Not Call Registry and honor opt-outs

Prohibited/disallowed content/lender types

The following content categories are considered deceitful and nuisance campaigns which may result in high volumes of spam complaints on the T-Mobile network. Due to these issues, we do not support any campaign under the following categories. Messaging use cases that support the disallowed content outlined below may request an official exception in writing by T-Mobile through an official T- Mobile exception approval process. Any exception that existed before September 1, 2020 should be considered invalid.

High-risk financial services
- Payday loans
- Non-direct lenders (Excluding borrowed banking license)
- Debt collection
Debt forgiveness
- Debt consolidation
- Debt reduction
- Credit repair programs

Call to action

As explained earlier, call to action is how recipients provide consent to receive messages. This step is essential for compliance with regulations governing text messaging, ensuring that messages are delivered to recipients who have explicitly opted in to receive them.The following templates have been verified to pass the compliance checks with carriers thus speeding up the registration process allowing you to message your borrowers faster.

Templates

Keyword opt in example

Email opt in example

Subject: New way to Stay Connected with [Tenant Name] via SMS!

Dear Valued Customer,

Exciting news! We're enhancing our communication channels to keep you informed about the latest updates, exclusive offers, and important announcements from [Tenant Name] via SMS. Here's everything you need to know about our SMS service:

Our SMS updates will provide you with timely alerts about flash sales, limited-time promotions, new product launches, and more, directly to your mobile device. [Edit this section to align with your business]

You can expect to receive SMS updates from us approximately five times per month. We'll keep it informative and relevant, ensuring you stay up-to-date without overwhelming your inbox.

Before opting in, please review our SMS Terms & Conditions [T&C Link].

Your privacy is important to us. Our Privacy Policy outlines how we collect, use, and protect your personal information. Review our Privacy Policy [Privacy Policy Link].

You can opt out of receiving SMS updates at any time by replying "STOP" to any message. For assistance or support, reply "HELP," and our team will be happy to assist you.

Standard message and data rates may apply. Contact your mobile service provider for details on your specific plan.

To start receiving SMS updates from [Tenant Name], simply text [Keyword] to [10DLC or Shortcode].

You will receive the following confirmation message: This # is enrolled for account notifications from [Tenant Name]. MsgFreqMayVary. Msg&DataRatesApply. Reply HELP for questions. To opt-out reply STOP

Don't miss out on exclusive offers and important updates! Opt in to our SMS service today and stay connected with [Tenant Name].

Thank you for choosing [Tenant Name]!

Best regards,
[Your Name]
[Your Position]
[Your Company]

P.S. For any questions or concerns regarding our SMS service, feel free to Reach out to us at: [Tenant Email]. We're here to help!

Website opt in example

Online contract example

SMS Signup Contract

Customer Contact Information:
Customer Full Name:
Cell Phone Number:

By checking off this box and signing below the client agrees to the following:

The client hereby consents to receive SMS communications from the company. This consent includes receiving promotional offers, updates on products or services, event notifications, and other relevant communications via SMS. The client acknowledges that message frequency may vary and understands that they may receive a maximum of X messages per month. The client also acknowledges that standard message and data rates may apply, and they have reviewed and agreed to the terms outlined in the SMS signup contract. The client retains the right to cancel the SMS messaging service at any time by replying with the word "STOP" to [number provided by the company].

Signature:____________________________________________________________________

This SMS signup contract ("Contract") outlines the terms and conditions governing your enrollment in our SMS messaging service. By opting in to receive SMS messages from us, you agree to be bound by the terms of this Contract.

Description of Messages:
You will receive periodic SMS messages from us, which may include but are not limited to:

Promotional offers
Updates on products or services
Event notifications
Important announcements

Msg Frequency Disclosure:
Message frequency may vary. You may receive a maximum of X messages per month, depending on our promotional activities and communication needs.

Before opting in, please review our SMS Terms & Conditions [T&C Link].

Your privacy is important to us. Our Privacy Policy outlines how we collect, use, and protect your personal information. Review our Privacy Policy [Privacy Policy Link].

Reply STOP to Cancel:
You can cancel the SMS messaging service at any time by replying with the word "STOP" to the number from which you received the messages. Upon receiving your cancellation request, we will promptly cease sending you SMS messages.

Message and Data Rates Disclosure:
Standard message and data rates may apply. Please check with your mobile service provider for details regarding your messaging and data plan.

By providing your consent to receive SMS messages from us and by acknowledging and agreeing to the terms outlined in this Contract, you confirm that you are the authorized user of the mobile phone number provided and that you have read and understood the terms of this Contract.

[Your Company Name] reserves the right to modify or amend this Contract at any time. Any changes will be effective immediately upon posting the revised Contract on our website or otherwise notifying you. Continued use of the SMS messaging service after any such changes constitutes your acceptance of the revised terms.

If you have any questions or concerns regarding this Contract or our SMS messaging service, please contact us at [Contact Information].

Thank you for choosing to receive SMS messages from us.
[Your Company Name]
[Your Contact Information]

Paper contract example

SMS Signup Contract

Customer Contact Information:
Customer Full Name:
Cell Phone Number:

By checking off this box and signing below the client agrees to the following:

Signature:____________________________________________________________________

Description of Messages:
You will receive periodic SMS messages from us, which may include but are not limited to:

Promotional offers
Updates on products or services
Event notifications
Important announcements

Msg Frequency Disclosure:
Message frequency may vary. You may receive maximum of X messages per month, depending on our promotional activities and communication needs.

Before opting in, please review our SMS Terms & Conditions Below.

Your privacy is important to us. Our Privacy Policy outlines how we collect, use, and protect your personal information. Review our Privacy Policy Below.

Message and Data Rates Disclosure:
Standard message and data rates may apply. Please check with your mobile service provider for details regarding your messaging and data plan.

If you have any questions or concerns regarding this Contract or our SMS messaging service, please contact us at [Contact Information].

Thank you for choosing to receive SMS messages from us.
[Your Company Name]
[Your Contact Information]

SMS Terms and Conditions for (Tenant Name)

By opting in to receive text messages from (Tenant Name), you agree to the following terms and conditions:

Message Frequency: You will receive a maximum of X text messages per month from (Tenant Name). These messages will pertain to billing information, reminders, and payments due.
Opt-Out: You can opt out of receiving text messages at any time by replying "STOP" to any message you receive from (Tenant Name). Once you opt out, you will no longer receive any text messages from us, except confirmation of your opt-out request.
Support: For support or assistance regarding text messages, you can contact us at XXXXXX or XXXXXXXX.
Data and Message Rates: Standard message and data rates may apply to any messages received from (Tenant Name). Please consult your mobile service provider for details regarding your messaging and data plan.
Privacy: (Tenant Name). is committed to protecting your privacy. Your information will only be used for the purpose of sending you billing and payment-related messages. We will not share your information with third parties for marketing purposes without your consent.
Modification of Terms: (Tenant Name). reserves the right to modify or amend these terms and conditions at any time. Any changes will be effective immediately upon posting the modified terms and conditions on our website or through other appropriate means of communication.
Participating Carriers disclosure: AT&T, T-Mobile, Metro PCS, Verizon Wireless, US Cellular, Google Voice, Cellular One, Cellcom, Cellular South, Interop, Clearsky
Carrier Liability: Carriers do not guarantee that alerts will be delivered and will not be liable for delayed or undelivered messages.

By opting in to receive text messages from (Tenant Name)., you acknowledge that you have read, understood, and agree to these terms and conditions.

For more information about our privacy practices, please visit our website or contact us directly.

Thank you for choosing (Tenant Name).

At [Your Company Name], we are committed to protecting the privacy and security of your personal information. This Privacy Policy explains how we collect, use, store, and share data collected through our SMS messaging service. By opting in to receive SMS messages from us, you consent to the practices described in this Privacy Policy.

Types of Data We Collect:
We may collect the following types of data:

Mobile phone number
Name (if provided)
Message content and responses

How We Collect Data:
We collect data directly from you when you opt in to receive SMS messages from us. This may include providing your mobile phone number and name (if provided) through a signup form or by texting a keyword to a designated number.

How We Use the Data We Collect:
We use the data collected for the following purposes:

Sending promotional offers, updates on products or services, event notifications, and other relevant communications via SMS
Analyzing engagement and effectiveness of SMS campaigns
Providing customer support and responding to inquiries

How We Store Data:
We store your data securely and take appropriate measures to protect it against unauthorized access, disclosure, alteration, or destruction. Your data is stored in encrypted databases and access is restricted to authorized personnel only.

Rights and Choices Consumers Have:
You have the following rights and choices regarding your data:

You can opt out of receiving SMS messages from us at any time by replying with the word "STOP" to the number from which you received the messages.
You can request access to, correction of, or deletion of your personal information by contacting us using the contact information provided below.

Sharing or Selling Data to Third Parties:
Your SMS information will not be shared or sold with any third parties.

Compliance with U.S. and Canada Laws:
We comply with applicable laws and regulations governing SMS privacy in both the United States and Canada, including the Telephone Consumer Protection Act (TCPA) in the U.S. and the Canadian Anti-Spam Legislation (CASL) in Canada.

If you have any questions or concerns about our SMS Privacy Policy or our data practices, please contact us at [Contact Information].

[Your Company Name]
[Your Contact Information]

Privacy policy

Senders are responsible for protecting the privacy of consumers’ information and must comply with applicable privacy law. Senders should maintain a privacy policy for all programs and make it accessible from the initial call-to-action. In all cases, terms and conditions and privacy policy disclosures must provide up-to-date, accurate information about program details and functionality. The following is required.

Privacy policy must be accessible in the call to action.
Privacy policy must explicitly state how information is captured by site including the following:
- The types of data you collect
- How you collect the data
- How you use the data you collect
- How you store the data
- What rights and choices consumers have
- That you do not share SMS data with third parties
- If you want to operate in the U.S. and Canada, this must abide by both countries' laws on SMS Privacy.
The following language must be in the privacy policy that confirms no mobile opt-in data will be shared: “All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.”

Privacy policy example

Types of Data We Collect:
We may collect the following types of data:

Mobile phone number
Name (if provided)
Message content and responses

How We Use the Data We Collect:
We use the data collected for the following purposes:

Sending promotional offers, updates on products or services, event notifications, and other relevant communications via SMS
Analyzing engagement and effectiveness of SMS campaigns
Providing customer support and responding to inquiries

Rights and Choices Consumers Have:
You have the following rights and choices regarding your data:

You can opt out of receiving SMS messages from us at any time by replying with the word "STOP" to the number from which you received the messages.
You can request access to, correction of, or deletion of your personal information by contacting us using the contact information provided below.

Sharing or Selling Data to Third Parties:
Your SMS information will not be shared or sold with any third parties.

Message Frequency may Vary, If you have any questions or concerns about our SMS Privacy Policy or our data practices, please contact us at [Contact Information].

[Your Company Name]
[Your Contact Information]

Terms and conditions

All carriers want to be able to access a URL or see specific language in a contract that explains the program that is running on the 10DLC or Short Code. The terms and conditions page must be accessible on your website and have the following required language.

Program (brand) name
"Message frequency may vary" disclosure
Opt out info: “Text STOP to short code/long code to cancel”
Customer care contact information: can use the same info provided in HELP MT message or stat
"Message and data rates may apply" disclosure
Privacy: Aligning with PP template: Link to privacy policy
Modification of Terms
Description of the types of messages the subscriber would be receiving
“Text HELP to shortcode for more information”
Participating Carriers disclosure: AT&T, T-Mobile, Metro PCS, Verizon Wireless, US Cellular, Google Voice, Cellular One, Cellcom, Cellular South, Interop, Clearsky
Carrier Liability: carriers are not liable for delayed or undelivered messages

Terms and conditions must reflect the privacy policy. If it is not ready/live, you can share a word document with this language and we can inform the carriers that the page will be live upon launch.

Terms and conditions example

SMS Terms and Conditions for (Tenant Name).