{
  "id": "OPS-042",
  "slug": "ops-042",
  "title": "Somebody has to own revocations that arrive in conversation",
  "statement": "A documented process must exist for capturing revocations conveyed to customer-service agents, in-store staff or social messages.",
  "rationale": "The channels with no technical integration are the ones that fail quietly, because the revocation reaches a person who is not thinking about the messaging programme and has nowhere obvious to put it. A written procedure is what turns that from individual helpfulness into something the brand can show it does — and showing it is the point, since these are precisely the revocations a complainant will say they made.",
  "layer": "OPERATIONAL",
  "layerSlug": "operational",
  "object": "written revocation-intake procedure",
  "severity": "MEDIUM",
  "detectability": [
    "HUMAN"
  ],
  "failureClass": "TERMINAL_EXTERNAL",
  "authorities": [
    "FCC"
  ],
  "applicabilityText": "Applies to every 10DLC registration.",
  "universal": true,
  "remediation": "Write down, in the place staff actually look, what to do when somebody asks to stop receiving texts: which field to set or which address to forward to, and by when. Train it once and keep the training record. Done when a new starter can find the answer without asking.",
  "example": "Support runbook: \"If a customer asks to stop texts, set SMS Opt-Out on their account before ending the contact. Do not promise a timescale — it takes effect the same day.\"",
  "notes": "A procedure inside the brand, which we never see. What the user has to do is write it and keep evidence that staff were trained on it; OPS-107 covers the training record for the internal do-not-call list, which is the same filing cabinet.",
  "phase": "post",
  "automated": false,
  "attestation": {
    "question": "Could a new starter find out what to do when a customer asks them to stop the texts, without asking anyone?",
    "howToCheck": [
      "Write it down where staff actually look: which field to set or which address to forward to, and by when.",
      "Train it once and keep the training record — the same filing cabinet as the internal do-not-call training record.",
      "Test the question on someone who joined recently."
    ],
    "failureLooksLike": "The revocation reaches a person who is not thinking about the messaging programme and has nowhere obvious to put it. These are precisely the revocations a complainant will say they made."
  },
  "url": "https://ekas.io/rules/10dlc/operational/ops-042/",
  "markdown": "https://ekas.io/rules/10dlc/operational/ops-042.md",
  "registry": "https://ekas.io/rules/10dlc/",
  "updated": "2026-07-25",
  "licence": "CC BY 4.0 — https://creativecommons.org/licenses/by/4.0/"
}