SMS notifications provide senders with the ability to send transaction notifications directly to signers through SMS, in addition to the traditional email notification option. This additional channel of notification significantly boosts user engagement and reduces the likelihood of drop-offs, as it caters to various communication styles and ensures that everyone receives timely updates regarding their transactions. This feature greatly improves the overall user experience and facilitates a seamless flow of information, keeping all parties informed and connected throughout the transaction process.
Notifications are available for a wide range of transaction types and can be customized to align with each user's preferences, providing a more personalized touch to communication that addresses the unique needs of every individual.
Both UI-users and API-integrated users can utilize SMS notifications, which are available for both eSigning and In-Person eSigning transaction types.
To enable SMS notifications, contact our Support Team.
OneSpan Sign sends SMS notifications to United States and Canada numbers from 1-888-493-2867. Users from other regions will receive messages from a registered number, provided that their carrier supports this functionality.
Recipient Consent and Opt out Functionality
The Telephone Consumer Protection Act (TCPA) in the United States and other similar regulations in other countries mandate that consent must be taken from recipients before sending notifications via SMS. You as the customer own this responsibility to ensure that your company will obtain voluntary express consent (written or verbal) from recipients to receive text messages and will not send text message notifications to recipients who have not provided such consent.
Recipients with US or Canadian phone numbers can choose whether or not they wish to receive messages from 1-888-493-2867. Recipients can opt out by texting STOP. To opt-back in, recipients can text START or UNSTOP.
Note that this is only applicable for US and Canada numbers and is not supported for other countries.
SMS Notifications will not be delivered to an opted-out recipient. Instead, an email will be sent to the sender of the transaction notifying them that a notification related to the transaction couldn’t be delivered due the recipient being opted out. Additionally, a callback event notification can also be configured for this event.
Configuring SMS Notifications
A sender can configure SMS notifications for a recipient using the new Notification Methods tab. To access this tab, click the ellipsis beside the recipient (...), and then select Edit Notification Method.
The Notification Method tab then appears. From there you can select the SMS check box, to enable SMS Notifications for the transaction.
The default Email notification method is always selected and cannot be disabled. This means that recipients will continue to receive email notifications, even if SMS Notifications have been selected.
SMS Notification Templates
There are several SMS templates that can be used for SMS Notifications. For information on these templates, see List of OneSpan Sign Templates. Note that some of these templates can be disabled by contacting our Support Team.
Known Limitations
There are several limitations regarding the SMS Notifications feature that users should be aware of:
Branding and modification of SMS content is not supported
SMS Notifications are not available for Virtual Room, In Person Electronic Notarization, and Bulk Send transactions types.
Personal messages are not supported
Recipients cannot use SMS notifications when they re-assign their transaction to someone else.
SMS Notifications cannot be used with Groups and AdHoc Groups.
Replying to SMS notifications (conversational messaging) is not available, with the exception of opt-in and opt-out replies for Canadian and US phone numbers.
SMS Notifications are not available in FedRAMP environment