Languages

We support automated messaging in as many languages as you'd like to support with English as the default. Reminder templates will need to be translated into each supported language. We usually recommend getting started with English and Spanish.

Channels

We support automated messaging via texts (SMS), calls, and emails. Since we can identify landlines automatically, we recommend calls only when the phone number cannot receive texts.

We are able to completely disable channels as needed.

Demographics

Demographic data may segment messaging, create analytical and interactive reports, and automatically group clients. We recommend including a minimum date of birth and gender, but any additional properties may be provided. A client profile typically consists of:

  • Unique Reference/ID

  • First Name, Middle Name, Last Name

  • Date of Birth

  • Gender

  • Preferred Language

  • Phones / Emails

Historical FTA Rates

If provided, we can analyze pre-reminders data to create historical FTA rates. We are then able to compare pre, and post-reminders data within the same date ranges automatically.

We can create power analyses, A/B comparisons, and segment rates by case type, location, judge, and demographics in processed and raw formats.

Unique References

Any fields that serve as unique identifiers should be identified as the "Reference" field. Clients, Events, Cases, and Locations may all have unique references.

Disabling Statuses

We can disable sending additional messages based on custom status codes. For example, a "CONT" code may disable any remaining scheduled messages until the next hearing date is reset.

Opt-in Policy

We recommend including opt-in verbiage in the citation or intake paperwork. For example:

Opt-in to Receive Automated Reminders About Your Case

The notification service may be modified or discontinued at any time. {AgencyName} cannot control or be responsible for the non-delivery or late receipt of emails, text messages, and voice messages. By enrolling in the reminder service, I acknowledge and agree to receive notifications about my case now and in the future. The service is provided to you free of charge by {AgencyName}. Standard text message charges by your carrier may apply.

Alternatively, we can send clients opt-in messages before additional reminders. For example:

{ClientName} has an upcoming court date on {EventDateTime}. Failure to attend may result in penalties and jail time. To receive free messages about your date, reply YES or click here: {OptinLink}

To comply with FCC rules about SMS messages, recipients are always able to opt out by replying with a STOP keyword (stop, quit, exit, cancel).

Post Failure to Appear Message

If a client fails to appear, we can send a message advising them of additional consequences. According to a study by the University of Chicago Crime Lab, there was a 32% reduction in open warrants for people who receive reminders and a post-FTA message. For examples:

Due to missing court on {EventDateTime}, a warrant may have been issued for your arrest. Appear within 24 hours at {LawEnforcementAddress} to avoid further consequences. Learn more: {GeoPortalLink}

We can continue sending the post-FTA message on a weekly basis until the client appears or a max number of messages is reached (such as 3 messages).

From Phone and Email

If you are sending emails, then we'll need an email address to use as the "From Email". We'll send a verification email to the provided address to prove ownership. Once done, we're able to use the email as the sender and default Reply-To address. We can also customize email templates to include your header, footer, and any legal language.

if you are sending texts or calls, then we'll activate a dedicated phone number as the "From Phone". We'll need your preferred and second-choice area codes for a phone number.

Inbound Calls and Messages

Since recipients are able to reply and call in from phones and emails, we recommend the following inbound policy:

Inbound Texts and Emails

  • If the message is a language keyword for an enabled language (such as espanñol), then change the client's language to the preferred language.

  • If the message triggers any custom keyword action (such as for CONFIRM required messages), then reply with whatever auto-reply is defined.

  • If the message is otherwise not understood, then the following auto-reply is sent:
    "This is an unmonitored inbox. If you have any questions, please contact {CourtPhoneNumber}, visit our website at {CourtWebsite}.

Inbound Calls

A text-to-speech voice (either male or female) plays an audio message.

This is an unmonitored inbox. If you have any questions, please contact {CourtPhoneNumber}, visit our website at {CourtWebsite}.

Locations

We may send reminders to locations such as Courts and Probation Offices. For each location, we'll need:

  • Name

  • Address

  • Website / Phone / Email

Sub-locations such as courtrooms can be aggregated over time and aren't required during the initial setup.

Business Hours Delay

If you'd like to not send certain messages during non-business hours, then the message may have "Delay to Business Hours" enabled. For example:

If a message is sent when an event is initially scheduled at 1 am, it can be delayed to 9 AM.

If a message is sent over the weekend, can be delayed to Monday.

Business Hours and Days can be configured with any custom schedule. In general, we don't recommend delaying reminders on weekends as that may mean reminders for events on Mondays - Tuesdays are potentially delayed.

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