Table of Contents
1 Manage Contact Information...3
Change a Customer’s ‘Primary’ Email Address...3
Add a Customer’s Mobile Phone Number...4
Change a Customer’s Mobile Phone Number...7
2 Manage Text Preferences...8
Enroll a Customer in Text Notifications for the First Time...8
Re-Enroll a Customer in Text Notifications After a Mobile Number Change... Edit Existing Text Preferences...14
3 Manage Email Preferences...15
Add or Remove Email Communication Preferences...15
Remove a Customer From the Do Not Email List...17
In this document you will find information on how to complete the major functions of this Preference Center application. Use the Preference Center when...
• A customer purchases a new policy and wishes to update their communication preferences.
• A customer wishes to update their primary email address or mobile phone number.
• A customer would like to receive billing and payment notifications via text message.
Overview
Select the links below to navigate through the Preference Center Job Aid.
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1 Manage Contact Information
Change a Customer’s ‘Primary’ Email Address
• To change a customer’s ‘Primary’ Email Address, select the Edit link next to the customer’s email address in the Contact Information section.
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• Enter the customer’s updated ‘Primary’ Email Address into the input box, and hit the return key. Select the Cancel link to abandon changes.
• Select the save button on the bottom right. You must follow through with this step in order for the changes to be saved.
Add a Customer’s Mobile Phone Number
• To add a customer’s Mobile Phone Number to be used for SMS Text Message programs, select the ‘Add Phone Number’ link in the Contact Information section.
• If the customer does not have any cellular numbers saved in the Allstate system, a blank input box will appear. Enter the number into the box, and hit the return key.
Select the Cancel link to abandon changes.
• If the customer has one or more cellular numbers saved in the Allstate system, but none of those numbers are used for SMS Text programs at Allstate, a dropdown menu will appear.
• Select the “Save” button on the bottom right to confirm changes. You must complete this step in order for the changes to be saved.
• If you select Add a New Number, a blank input box will appear. Enter a new number into the box, and hit the return key.
• Click the downward facing arrow and select one of the cellular numbers listed, or select Add a New Number.
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• A new page will appear, confirming your communication preference changes.
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• Select the “Save” button on the bottom right to confirm changes. You must complete this step in order for the changes to be saved.
Change a Customer’s Mobile Phone Number
• To change a customer’s Mobile Phone Number to be used for SMS Text Message programs, select the Edit link next to the customer’s Mobile Phone Number in the Contact Information section.
• Enter the customer’s updated Mobile Phone Number into the input box, and hit the return key. Select the Cancel link to abandon changes.
• To enroll the customer in text message notifications for the first time, find the specific text notifications that you wish to enroll the customer in and select the corresponding checkbox.
2 Manage Text Preferences
Enroll a Customer in Text Notifications for the First Time
• Select the “Save” button on the bottom right to confirm changes. You must follow through with this step in order for the changes to be saved.
• A window will appear asking you to confirm the text enrollment and Mobile Phone Number information. Make sure the enrollments listed are correct, then enter a Mobile Phone Number into the input field. You MUST read the Terms and Conditions to the customer before selecting the “Submit” button.
In this example below, a Mobile Phone Number has not been provided on the Manage Preferences page. If a Mobile Phone Number was previously provided, it will appear in a non-editable state. If a customer has cellular phone numbers on file, but they have not enrolled in text messages, then a dropdown menu will appear with their saved cellular phone numbers.
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• A new page will appear, confirming your communication preference changes.
Instruct the customer to reply ‘Y’ to the text message they will receive to confirm their enrollment. The customer has 24 hours to respond to the enrollment request for their preference choices to be saved. Once they reply, they will begin receiving the desired text notifications from Allstate.
• If a customer was previously enrolled in an SMS Text program and wishes to change the Mobile Phone Number on file via the Preference Center application or via My Account, they will automatically be unenrolled from any SMS programs previously tied to the old Mobile Phone Number. If the Mobile Phone Number changes in any of these applications, the customer will be asked to re-enroll in the SMS program for any preferences previously managed within the application they are working within.
If you change the Mobile Phone Number on behalf of the customer in this scenario, scroll down and confirm the appropriate ‘Text’ preferences are checked.
• Select the “Save” button on the bottom right to confirm changes. You must follow through with this step in order for the changes to be saved.
Re-Enroll a Customer in Text Notifications
After a Mobile Number Change
• A window will appear asking you to confirm your text preference details. Make sure the preference details listed are correct. You MUST read the Terms and Conditions to the customer before selecting the “Submit” button.
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• A new page will appear, confirming your communication preference changes.
Instruct the customer to reply ‘Y’ to confirm text enrollment. The customer has 24 hours to complete enrollment for their preference choices to be saved. Once they reply, they will begin receiving the desired text notifications from Allstate on their new Mobile Phone Number. They will no longer receive any text notifications from Allstate on their previous Mobile Phone Number.
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• If a customer has previously enrolled in an SMS Program and wishes to add or remove text preferences, find the specific text notifications that you wish to enroll the customer in and select the corresponding checkboxes.
• Select the “Save” button on the bottom right to confirm changes.
• A new page will appear, confirming your communication preference changes.
Edit Existing Text Preferences
3 Manage Email Preferences
Add or Remove Email Communication Preferences
• To add or remove email communication preferences, expand/collapse the communication type(s) you wish to enroll or unenroll in (Billings & Payment Notifications, Policy Communications, or News, Tips, & Announcements).
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• Find the specific email notifications that you wish to add or remove the customer from receiving and select or deselect the corresponding checkboxes.
• Select the “Save” button on the bottom right for the next step to confirm changes.
• A new page will appear, confirming your communication preference changes.
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Remove a Customer from the Do Not Email List
• In the event a customer is on the Do Not Email (DNE) list, a message will display at the top of the Manage Communication Preferences page. The Customer will not receive any preference-related emails until they are removed from this list. Select the “Remove Customer from Do Not Email List” to remove the customer from Do Not Email (DNE).
• Confirm you wish to remove the customer from the Do Not Email list by clicking “Yes.”
• A new page will appear, confirming your communication preference changes.
