This article provides an overview of the four types of automated text messages managed by OSIS and delivered via our software known as CXone. It is a guide to assist workers to confirm automated outgoing text messages and provide better support to customers who have questions about the messages they’ve received.
What is the customer receiving?
The system delivers four specific types of messages depending on the case status.
1. Delinquent Payment (DEL)
- Target:
Non-Custodial Parents (NCP’s) who are behind on payments by more than 45 days but less than 90 days. - The Message:
You have a child support payment due. Visit Oklahoma.gov/CSSMSG for more details and a list of payment options. Reply STOP to opt out.
2. Hearing Reminders (HEA)
- Target:
Case members with a hearing scheduled in the next seven days. Case members are only called on hearings that are relevant to their role. For example, BPs are only called when the hearing type is BT(BP Genetic Testing). - The Message:
You have a child support hearing on MM/DD/YYYY at HH:MM PM. Learn more at Oklahoma.gov/CSSMSG. Reply STOP to opt out.
3. New Debit Card Or Amounts Added to Existing Card (EB1)
- Target:
Customers (CP or NCP) with a new debit card on its way due to child support funds recently becoming available. - Recipient:
The system identifies these as “Debit Card on its Way” texts. These texts are most frequently made to the CP but can be made to an NCP who is being issued a debit card in situations involving return of funds. - The Message:
Child Support Services issued a debit card to you. Visit Oklahoma.gov/CSSMSG for info about what to expect. Reply STOP to opt out.
4. Unactivated Debit Card (EB2)
- Target:
CPs who received a card but have not yet activated it. - Trigger:
These texts are triggered when a debit card remains “unpinned” or unactivated for an extended period. - Intervals:
- 45-Day Reminder: This is the first warning text sent to the CP approximately 45 days after the card was originally mailed.
- 80-Day Reminder: This is a final, urgent notice text sent 80 days after the mailing date if the card still has not been activated.
- The Message:
You were sent a child support debit card on MM/DD/YYYY. You must activate your card. Visit Oklahoma.gov/CSSMSG for details. Reply STOP to opt out.
How can CSS Staff verify and research automated calls?
CSLOGO Screen
Look for automated entries starting with “DELINQUENT, HEARING, or DEBIT.” These logs will show the date of the text, the phone number used, and the result.
Automated Case Log Messages:
- DEL (Delinquent):
DELINQUENT NOTIFICATION MESSAGE ATTEMPTED TO BE SENT TO <case member> “<phone number>” ON <date of text> WITH RESULT OF “<result>”. - HEA (Hearing):
HEARING NOTIFICATION MESSAGE ATTEMPTED TO BE SENT TO <case member> “<phone number>” ON <date of text> WITH RESULT OF “<result>”. - EB1 (New Debit Card, or Child Support Amounts Added to Existing Card):
- If New Debit Card – “DEBIT CARD ON ITS WAY” MESSAGE ATTEMPTED TO BE SENT TO <case member> ON <date of text>, USING PHONE NUMBER <phone number>. RESULT: <result>
- If Child Support Amounts Added to Existing Card – “CS ADDED TO DEBIT CARD” MESSAGE ATTEMPTED TO BE SENT TO <case member> ON <date of call> USING PHONE NUMBER <phone number>. RESULT: <result>
- EB2 (45-Day Reminder):
“DEBIT CARD UNPINNED AFTER 45 DAYS” MESSAGE ATTEMPTED TO BE SENT TO <case member> ON <date of text> USING PHONE NUMBER <phone number>. RESULT: <result> - EB2 (80-Day Reminder):
“DEBIT CARD UNPINNED AFTER 80 DAYS” MESSAGE ATTEMPTED TO BE SENT TO <case member> ON <date of text> USING PHONE NUMBER <phone number>. RESULT: <result>
The “Result” section of the case log tells what happened during the text attempt:
Result Code:
- Delivered
- Opted Out
- Invalid Phone Number
Other helpful information:
- A customer may opt out of text messages by replying to one of our texts, or by texting “STOP” to 405-521-6174. They may also restart texts by texting “START.”
- If a customer replies to one of these texts, they will receive the following auto-reply: “This text is not monitored. Please call us at 405-522-2273 during regular business hours.”
- If a text is:
- Sent to a landline
- Blocked on the customer’s phone
- Reported as spam on the customer’s phone;
A status of “Delivered” may be returned.