Twilio Enhancements

We hope to add additional features to this module in the near future, hence the generic name. But, for starters we have:

• Support of opt-out using Twilio Messaging Service when Advanced Opt-Out is Enabled

Opt-Out Integration with Twilio

Twilio's Message Service offers Opt-Out Management. This optional step allows Twilio to automatically block outgoing messages to users who elect to 'opt-out' by replying with 'STOP' or 'UNSUBSCRIBE' (or any other key words you specify in the Twilio setup) to the Twilio number via a text message. Use of this feature is highly recommended as REDCap doesn't natively support opt-out management. In most cases, depending on your users and IRB, participants should not be contacted after opting out.

Without this module, when a participant opts-out of messages, the study team does not know and Twilio is no longer providing the 10 digit long code of numbers who have opted-out from their website. By using this module, the study team can be informed of the opt-out status by capturing the opt-out changes (opt-out and opt-in). The timestamp of these changes will be recorded in the REDCap project in a text field. Using logic in ASIs or Alerts and Notifications to check the opt-out field timestamp can also prevent emails from being sent when a participant opts-out.

Instructions

In your REDCap Project:

1. Enable Twilio the way you normally do
2. Enable the EM on your project
3. Set the following parameters in the module configuration
   • Opt-out Field (and event) - if a participant opts-out, the timestamp of this change will be recorded in the field. The field should be free-text or text as a datetime field - date only is not supported. If a participant opts-back in, this field will be cleared.
   • Opt-out Checkbox (and event) - if a participant opts-out, and the study would like a checkbox to be checked, select the checkbox field here. This field is optional and if a checkbox field is not needed, it does not need to be selected. NOTE: It is assumed the coded value of the checkbox to be set is 1. So if the checkbox field is [opt_out], the value of 1 will be stored in opt_out___1.
   • Phone Field (and event) - this is the field in the project that corresponds to the phone number for the participant. If the number is not unique in the project and a participant unsubscribes, all records with this field will be updated as unsubscribed.
   • Notification Email - this optional parameter will send an email each time a participant changes their opt-in/out status.

In your Twilio Account:

1. Create a Messaging Service (if it doesn't already exist) and enable Advanced Opt-Out: ** NOTE: Once Advanced Opt-Out Management is enabled, contacting Twilio support to disable it. **

2. Create your number (if it doesn't already exist) and make sure it is associated with the Messaging Service as a 'sender'. You can do this from the Messaging Service or from the Number. The image below shows how to assign a number to a Messaging Service from the Number interface:

3. As an aside, you should also ensure your Messaging Service is part of a campaign for A2P10DLC compliance.

Now, when someone responds with a 'STOP' message, your REDCap project will receive this change and update the opt-out field to the timestamp of the stop. You could then, for example, have a check on an ASI for a future email survey that prevents the email from going out.

Note: You should be able to apply this to an existing Twilio number used by REDCap with no ill-effect. It does NOT change the sid or token and does not affect normal REDCap behavior.

Twilio Administration Functions

There are 2 Administration functions that this EM manages:

1. Campaign Status Updates
2. Retrieval of Twilio costs per month

Campaign Status Updates

The function, twilioCampaignStatusManager, will run on a cron job which runs daily or can e invoked using the EM System page TwilioAdmin. This function retrieves the Campaigns that are not yet approved from the Twilio Tracker project and retrieves the status of the campaigns from Twilio. If a Campaign has been approved or rejected, the Twilio Tracker record will be updated and an email will be sent to [email protected].

Finance Updates

The function, twilioFinanceManager, will run on a cron job every two weeks or can be invoked by the EM System page TwilioAdmin. This function will retrieve pricing data from Twilio for each subaccount. It will store the data in a new instance of the charges instrument in the Twilio Tracker project. This function always retrieves data from "LastMonth".

Future Plans

• Automate parts of the Twilio sub-account creation process based on the Twilio survey
• Automate closing subaccounts when they are no longer needed.