Unsubscribes Overview
A leasing prospect unsubscribes from a communication channel (Email, SMS, or Voice) when they no longer wish to receive EliseAI messages through that channel. We abstain from messaging unsubscribed prospects to respect their communication preferences and comply with regulations
A prospect may not explicitly state “I want to unsubscribe from this conversation,” or reply “STOP.” In such cases, the AI can unsubscribe the prospect based on their language and conversational cues.
For instance, a prospect may respond to an outreach message with "Sorry, my dog is 70lbs, so I’ll have to rent elsewhere." In this case, the AI unsubscribes the prospect because they expressed disinterest in renting at the community.
Unsubscribe Methods
A prospect can unsubscribe from EliseAI communication channels using the methods below.
SMS: A prospect must respond to a text message with one of the following words:
- STOP
- STOPALL
- UNSUBSCRIBE
- CANCEL
- END
- QUIT
NOTE: A prospect can send a text message with the words START, YES, or UNSTOP to opt back in to SMS.
EMAIL: A prospect must reply to an email by writing UNSUBSCRIBE or using the UNSUBSCRIBE link included in the email.
VOICE: A prospect must say "STOP" or "OPT OUT" on a phone call to opt-out from receiving more calls.
Opt-Ins Overview
An opt-in is a contact's explicit consent to receive marketing messages. Opt-ins are a crucial part of compliance and user engagement strategies, especially in SMS and email marketing.
Many regions have strict regulations (e.g., GDPR, TCPA) that require explicit consent by a contact before sending them marketing messages. Failure to comply can result in hefty fines.
Leasing prospects can opt-in to receive marketing messages with the following steps:
- A prospect provides their contact information on a form (e.g. guest card submission).
- The AI sends the prospect an initial message.
- The prospect opts-in depending on their response to the initial message:
- SMS: A prospect must reply "Y" to the initial message to opt-in.
- EMAIL: A prospect automatically opts-in to emails upon receiving the initial message. They must reply "UNSUBSCRIBE" or use the UNSUBSCRIBE link to opt-out of emails.
NOTE: A prospect can opt-in to marketing messages for only one community at a time. If a prospect inquires about a second community, EliseAI sends the prospect a new initial message to start the opt-in process for that second community.
"No Opt-In" Status
A prospect is assigned No Opt-In status if:
- The contact does not unsubscribe, AND:
- The contact does not explicitly opt-in.
The No Opt-in status ensures both compliance with regulations and delivery of important information to prospects.
NOTE: This status applies only to SMS and Voice messages. Prospects are either fully opted-into or opted-out from receiving emails.
The AI can send No-Opt in prospects the following messages only:
- Introduction Message
- Tour Reminders
- Tour Confirmations
- Responses to Direct Questions
The AI avoids sending No-Opt in prospects any proactive messages, including post-tour followups.
View Opt-Ins and Opt-Outs
The Elise AI Portal tracks opt-ins and opt-outs for all contacts. You can view this information on each contact's Guest Card. Visit your AI Portal's Contacts tab to view guest cards and opt-in information.
A contact's guest card lists one of three opt-in statuses for each communication channel:
- Full Opt-in: The AI can send proactive messages and followups to the contact with full consent.
- No Opt-in: The AI cannot send proactive messages to the contact. It can only send specific reminders or direct responses to questions. (Applies only to SMS and Voice. See "No Opt-in" Status section above for more information.)
- Opt-out: The AI cannot send any messages to the contact.
Blended SMS & Email Conversations
Regulatory Requirements on SMS opt-ins are generally more strict (due to the TCPA), requiring explicit consent and often a double opt-in process. Email opt-in regulations are less strict but still require clear consent and opt-out mechanisms (due to CAN-SPAM).
User Experience: SMS opt-ins require direct interaction (e.g. replying to a text), while email opt-ins are usually part of a form submission process.
Importance: Both types of opt-ins are crucial for legal compliance, protecting user privacy, and maintaining trust. They ensure that contacts only receive communications they have explicitly agreed to, reducing the risk of complaints and legal issues.
VoiceAI Consent and Opt-Ins
Consent and opt-ins for VoiceAI communication (via the phone) at EliseAI involve several key steps and considerations to ensure compliance with legal requirements and effective communication with leasing prospects.
Initial Consent Request
When a prospect calls the IVR (Interactive Voice Response) system, they are presented with options such as pressing "1" to speak with a leasing agent or pressing "2" to text a leasing agent. If a prospect chooses to text, they receive an initial message asking them to reply with "Y" to opt-in for additional text messages. This is necessary to comply with legal requirements for prior express written consent.
Phone Disclosures
See the VoiceAI Phone Disclosures article for more information about phone disclosures and privacy regulations.