Status Messages Not Being Sent or Not Received by the Vehicle Owner

Vehicle Owners are not receiving SMS text or email messages from their Repair Facility.

CCC UpdatePlus sends Status Updates to the vehicle owner to keep them aware of how their repair is progressing. These updates are sent to the text or e-mail contact specified for the vehicle owner.  If your customer (vehicle owner) states they aren't receiving these desired updates, several factors could be the reason:

(Note: Text messages will stop sending after 30 days due to Federal Communications Commission (FCC) regulations (such as 3, 6, 12 Month Post Delivery), however, if there is an e-mail included the workfile will auto-switch to using that instead of text for the post-30 day messages.)

Verify all Promise requirements are met on the related workfile and the initial Promise has been created.

1. Your business phone number is entered in your Repair Facility (RF) Profile
2. The Insurance Company on the workfile has been added as an Insurance Company Profile
3. The Payer is set correctly on the Insurance tab of your workfile
4. Share Data settings are properly configured for the specified Insurance Company on the workfile in your cccone.com settings under the UpdatePlus tile.
5. Vehicle Owner First Name and Last Name along with a valid Cellular Phone and/or Email Address are entered on the Contacts tab of your workfile
6. Comm. Preference is set to either Text or Email on the Contacts tab of your workfile.

• ​If a Call Comm. Preference is chosen before the file has been sent to UpdatePlus, this will create a promise ONLY if a cell phone or email address is present on the workfile (in order to allow the survey to send).
• If a Call Comm. Preference is chosen after the file has been sent to UpdatePlus, this will opt-out the Promise job.

NOTE: Opt-out does not delete; it stops sending status updates to vehicle owners. Surveys will still send based on the available options on that workfile

• If the Comm. Preference is changed at a later time, UpdatePlus will update the Promise job accordingly.

7. An Estimator is selected on the Contacts tab of your workfile.
8. The specified Estimator has a valid Email address entered in their Employee record under Configure -> Employees.
9. Vehicle Make is correctly selected on the Vehicle tab of your workfile.
10. Vehicle In date event is properly entered on the Repair Plan tab of your workfile.
11. The Workfile has been saved after all of the above are correct.

Verify Short Code Blocking is not enabled on the Vehicle Owner's Cell Phone service.

Cell phone carriers can put what is called a “Short Code block” on their customer’s phone number. UpdatePlus sends messages from Short Codes 74865. UpdatePlus checks daily with each carrier to insure they are receiving our short code, however individual cell service customers may have blocking in place. Have the failed message recipient text HELP to 74865. This will generate a system message and refresh their status with the carrier. A text message should return to phone that reads: Status Alerts: Approx. 10 msgs/mo. Msg&Data rates may apply. Reply STOP to cancel. 800-637-8511. If the short code fails to return the above response, refer the customer to the cell phone carrier to request that their Text Message Short Code Block is removed from their line.
 

​If all of the above do not appear to be preventing your Status Updates from being received by the desired vehicle owner, further investigation is necessary with the assistance of CCC Technical Support. See http://www.cccis.com/about-ccc/support/ for contact options.

 

 

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