LC Phone

What is LC Phone?  LC Phone is a cutting-edge telephony solution designed to seamlessly integrate SMS and call management into your CRM system. It removes the need for external telephony providers, making the process of sending and receiving communications within your CRM effortless. Main Advantages of LC Phone: Superior Deliverability: LC Phone ensures calls and messages are consistently delivered with unmatched reliability. Real-Time Error Monitoring: Continuous monitoring helps keep your communication free of errors, ensuring smooth CRM operations. Enhanced Compliance: Features designed to keep you compliant with regulations are built into LC Phone, providing peace of mind. Affordable Pricing: LC Phone offers a budget-friendly alternative to traditional telephony services without compromising on quality. Why Was LC Phone Developed?  LC Phone, also known as the LC Phone System, was created to simplify communication for CRM users. Previously, agencies often needed to rely on third-party services like Twilio, which required complex integration and technical expertise. LC Phone eliminates these challenges, delivering a seamless, ready-to-use telephony solution that integrates directly into your CRM. Why Choose LC Phone? One-Click Integration: Easily set up and start using LC Phone with minimal effort. Improved Security: With features like Ramp-ups and error monitoring, LC Phone prioritizes the security of your communications. Higher Delivery Rates: In-app tools like Opt-out options, Sender ID, and DND (Do Not Disturb) settings boost message and call delivery success. Cost Transparency: Real-time billing helps you track and manage costs effectively. Streamlined Workflow: LC Phone consolidates all communication features within your CRM, reducing the need for external tools. LC Phone Pricing:  LC Phone offers competitive pricing, on par with Twilio, with a 10% discount on certain services. Rather than paying Twilio, agencies are billed directly through the CRM’s billing system. Accessing Transaction Logs To view detailed transaction logs: 1. Navigate to agency settings.   2. Select Billing.   3. Go to the "Wallet & Transactions" section to access detailed transaction logs.   For location-specific usage, check the "Phone numbers" section under Location Settings:   FAQs: Can agencies still re-bill telephony usage with LC Phone?  Yes, agencies on the Pro Plan can continue to re-bill telephony usage for both LC Phone and third-party systems. LC Phone’s lower cost increases profitability for agencies. Will LC Phone support regulatory bundles for my clients?  Absolutely. LC Phone supports regulatory bundle verifications to meet compliance requirements. Does LC Phone support SHAKEN/STIR registrations?  Yes. LC Phone supports SHAKEN/STIR to prevent calls from being marked as spam. After submitting a Business Profile, both agency and sub-account admins can register for this service at no additional cost.

The pricing structure for the LC Phone System is designed to match Twilio's rates, with all costs listed in USD ($). Keep in mind that rates may vary depending on the product and region. Below is a summary of pricing for commonly used categories, specifically for the US/Canada market. Pricing for Common Services Phone Numbers Local Numbers: $1.15 per month Toll-Free Numbers: $2.15 per month For pricing outside the US and Canada, rates follow Twilio’s global pricing structure. Messaging Services - SMS Outbound SMS: $0.0079 per segment Inbound SMS: $0.0079 per segment These rates are applicable for both local and toll-free numbers, with international pricing aligned to Twilio’s fees. Messaging Services - MMS Outbound MMS: $0.0200 per segment (from both local and toll-free numbers) Inbound MMS: $0.0100 per segment (to local numbers), $0.0200 per segment (to toll-free numbers) Rates for MMS outside the US/Canada will match Twilio’s global pricing. Voice Calls Outbound Call: $0.0140 per minute (from local and toll-free numbers) Inbound Call: $0.0085 per minute (to local numbers), $0.0220 per minute (to toll-free numbers) Note that calls to Alaska and Yukon Territory have different rates. For all other regions, international pricing mirrors Twilio’s. Important: Outbound calls consist of two parts, so the total cost of an outbound call is $0.0170 per minute (including client minutes). Number Validation - Carrier Lookup Each number validation, regardless of country, costs $0.005 per validation. Number Format Lookup Number format lookups for support calls are free. Additional Charges Other services are priced similarly to Twilio, including: Client Minutes for Calls Call Recording Answering Machine Detection Voicemail Drops Conference Calls (both inbound and outbound) Carrier Charges (fees imposed by the recipient's carrier for SMS services) Frequently Asked Questions (FAQ) Which services qualify for a 10% discount? Discounts are available for the following services within the US/Canada: Phone Numbers (both local and toll-free) SMS (inbound and outbound) Voice Calls (inbound and outbound, excluding items mentioned under "Additional Charges") Why was I billed $20 even though I haven't made any calls yet? This is part of the auto-recharge feature. Once your balance falls below a certain threshold, set in the wallet configurator, your wallet is automatically recharged. Will I be charged if an SMS encounters an error? If the LC Phone System experiences an internal error before handing off the message to the phone provider, no charges will apply. However, once a delivery attempt has been made, charges will be incurred, regardless of the message’s final status. This applies to messages from toll-free and A2P numbers, even if undeliverable due to country restrictions or other issues. Please note that refunds will not be provided for undelivered messages.

LC-Phone Messaging Guidelines The LC-Phone Messaging Guidelines outline the standards for sending messages via the LC-Phone platform within the CRM system. These rules ensure that all communication is compliant and that intended messages are delivered properly. Consent (Opt-In): Consent for sending messages cannot be bought, sold, or exchanged. This means you cannot use purchased contact lists to send messages. All messages must be sent only to recipients who have explicitly agreed to receive them. Revoking Consent (Opt-Out): The first message sent to any contact must include an option to unsubscribe, such as "Reply STOP to unsubscribe." This allows the recipient to opt-out at any point by replying with standard opt-out keywords. Sender Identification: The first message must clearly identify the sender. However, in follow-up messages within an ongoing conversation, this rule does not necessarily apply. Prohibited Content: Avoid sending messages related to adult content, including but not limited to alcohol, firearms, tobacco, gambling, or other similar subjects. Avoiding Spam Filters: Messages must not be deliberately formatted to bypass spam filters, such as using misspelled words or non-standard phrases for opting out. Similarly, distributing similar messages across multiple numbers to avoid detection is prohibited. These rules ensure that messaging on LC-Phone remains lawful and effective for all users. Violation Handling When violations are identified, efforts will be made to work with customers to correct the issue. However, serious breaches may result in the suspension or termination of access to the platform to protect the privacy and rights of all users. Ramp-Up Model As of April 20, 2022, new accounts will follow a "Ramp-Up Model," gradually increasing their daily SMS limit until they reach a maximum of 5000 messages per day by the 8th day. Here's a breakdown of the daily limits: Day SMS Limit 1 250 2 500 3 750 4 1000 5 1250 6 1500 7 1750 8+ 5000 The SMS counter resets at 00:00:01 AM UTC daily. Once the daily limit is reached, the account will be locked from sending further messages until the reset. Reason for Policy Change This system was implemented to combat spam, protect accounts from fraudulent activity, and ensure legal compliance by limiting bulk messages sent to users who have not opted in. Error Notifications If an account exceeds its message limit, error notifications will appear. For example: Conversation Error: "You have exceeded your SMS sending limit." Bulk Action Error: "You are allowed to send 5000 messages per day. You have already sent 5000 messages. If you wish to proceed, 1 message(s) will fail." Managing Spam Messages There are four potential statuses for each message sent through LC-Phone: Sent: No response received from the carrier yet. Delivered: Successfully sent and received by the intended recipient. Failed: The message was either canceled or not forwarded to the carrier. Undelivered: The message was flagged as suspicious or non-compliant with the messaging policy. Undelivered messages receive specific error codes that are used to apply either Temporary or Permanent Do-Not-Disturb (DND) settings at the contact level. Response Code Description Action 30005 User inactive/Number does not exist Temporary DND applied 30003 Unreachable - Out of Service Temporary DND applied 30004 User has opted out Permanent DND applied 30006 Landline/Incapable of receiving SMS Temporary DND applied 30008 Other reasons No action taken Temporary DND: Can be revoked by the sender. Permanent DND: Cannot be revoked and remains in place for contacts who have permanently opted out. Opt-Out Keywords: Recipients can revoke consent by replying with standard keywords like "STOP" or "UNSUBSCRIBE." This triggers Permanent DND for that contact. Spam Message Error Screens Spam errors might display notifications such as: Conversation Error: "Cannot send messages as DND is active for SMS." Bulk Action: DND-marked contacts will be automatically skipped. How to Remove DND for a Contact: Temporary DND: Go to the contact details and remove the DND flag. Permanent DND: This cannot be removed from the UI. The contact must reply with keywords like "START," "YES," or "UNSTOP" to revoke DND status. Customizing the Opt-Out Message To comply with the messaging policy, all first-time messages must include both the Sender ID and Opt-Out Language, such as: "Reply STOP to unsubscribe." This is not necessary for ongoing conversations or one-on-one messaging but applies to bulk actions, workflows, and campaigns. Customization To customize the opt-out message, go to: Account > Settings > Business Info > General. If a message already includes an opt-out keyword, the system will not append an additional one. Sender Information All initial messages must include both the Sender ID and Opt-Out Language. For example, a message might include, "Thanks, [Location Name]." Monitoring Errors and Opt-Out Rates To prevent account suspensions, LC-Phone monitors delivery and opt-out rates. When thresholds are exceeded, notifications are sent to users, and accounts may be temporarily suspended. Violation Email: Sent if error rates exceed 8% or opt-out rates reach 1%. Temporary Suspension: Triggered if error rates hit 12.5% or opt-out rates hit 2.5%. During suspension, outgoing SMS messages will fail. FAQs How long does the SMS limit last? The limit resets every 24 hours, with incremental increases for new accounts. What happens if we hit the daily limit? All messaging activities, including manual replies, will be blocked until the reset. Can the DND be removed in bulk? No, this is not allowed to prevent bulk messages from being sent again. Does the Sender ID and Opt-Out apply to every message? It applies to bulk actions and is not required for one-on-one conversations or workflows.

What is LC Phone?  LC Phone is an integrated telephony system within your CRM that simplifies managing calls and SMS without relying on third-party services like Twilio. It enhances communication by keeping all your phone features in one platform. Why Switch to LC Phone?  With LC Phone, you can seamlessly handle SMS and call functions within your CRM without the complexity of external systems. Here's how you can migrate your agency and sub-accounts. Step 1: Migrating Your Agency 1. Access Agency Settings: Go to the agency view in your CRM and click on the Settings option located in the bottom-left corner.  2. Navigate to Phone Integration: Head to the Phone Integration section (also known as "Phone System - Twilio").  3. Switch to LC Phone: In the agency settings tab, click the green button labeled Switch to LC Phone System.  You might need to complete a 3D secure verification, which could include a small test payment depending on your card provider. Read the on-screen information, check the "I accept" box, re-register for A2P if needed, and confirm by paying the applicable $4.95 fee. After this, your agency will be successfully migrated to LC Phone. While new accounts will automatically switch, existing sub-accounts still need to be migrated. Step 2: Migrating Sub-Accounts Before proceeding with sub-account migration, keep the following in mind: You can migrate all sub-accounts in one go for US/Canada-based accounts. Each sub-account can also be migrated individually. For non-US/Canada sub-accounts, you'll need to create a Regulatory Bundle and request number migration. A. Bulk Migration for US/Canada Sub-Accounts 1. Access Sub-Account Settings: On the Phone Integration page, select Subaccount Settings.   2. Migrate All Sub-Accounts: Click Switch all sub-accounts to LC, accept the terms by checking the box, and click Confirm.   After this step, the system will automatically process the migration. There is no further action required, and your existing sub-accounts will continue to function as usual during this time. B. Migrate a Single US/Canada Sub-Account Select the sub-account you wish to migrate and click Switch to LC. Read the information, acknowledge the terms, and hit Confirm. The migration process takes about 2-3 business days. C. Migrate a Single Non-US/Canada Sub-Account Choose the sub-account you want to migrate and click Switch to LC. Acknowledge the on-screen information and click Confirm. Create a Regulatory Bundle from the sub-account's location settings. After filling out the necessary details, submit the form, and respond to the associated ticket to initiate number migration. The process generally takes around 4-5 business days, depending on the submitted regulatory information. Important Considerations Migration Options: You can choose to migrate all sub-accounts at once or pick individual ones. International Numbers: For non-US/Canada numbers, bundles must be configured through the sub-account’s phone settings. External Telephony Systems: Any sub-account can continue using its own telephony provider if needed. Twilio Suspension: If your Twilio account is suspended, make sure to resolve it with Twilio support before starting the migration. Call Recordings: Call recordings from Twilio will be archived and can be downloaded manually if necessary. By migrating to LC Phone, your CRM will be equipped with streamlined communication tools, improving efficiency for your entire agency. Take the step today to simplify your workflow!