When using Zoom Phone at U-M for SMS communication with customers, it is essential to follow best practices. This ensures interactions are effective, secure, and professional. Below are guidelines for creating and managing SMS text messages:
Obtain consent when texting non U-M Zoom Phone users
- Ensure Opt-in: Customers must opt in or consent to receive SMS communications to comply with privacy regulations.
- How to Obtain Consent: You can collect consent via phone, paper form, email, web form, or a text message initiated by the customer.
- Automated Messages:
- Customers receive an automated message when they first send or receive a text message: "For help, reply HELP. To opt out, reply STOP."
- If a customer replies "STOP," they receive: "University of Michigan: You are now opted out and will receive no further messages."
- Inform customers they can text "STOP" anytime to stop messages from your department.
- If you attempt to text a customer who has opted out, you'll see this message in Zoom: "This user has opted out from receiving messages. You can no longer reply to this person."
- Customers can text "START" to resume receiving messages.
- If a customer replies "HELP," they receive: "University of Michigan: For help, visit https://umich.edu. To opt out, reply STOP."
Always comply with Legal and Regulatory Standards
- HIPAA and PCI Compliance:
- Refer to this document for HIPAA compliance information.
- Zoom Phone SMS is not approved for PCI use.
Always identify Your U-M Department Clearly
We recommend including details like a website URL, department phone number, or campus location to verify your department's identity for the customer.