In line with FCC regulations, Gigs products will ask for the user's consent to complete the following tasks:

• Replacing a SIM on an existing subscription

• Changing providers

• Creating port out credentials

These actions can all be initiated from the Dashboard. Attempting any of these actions will create a Consent Request in status pending.

Once the consent request is created, the user will be notified of the request via email or SMS (coming soon). They will receive a link to a page with a description of the request and a button to Approve. Once approved by the user, the consent request moves to an approved state.

Currently, user consent can only be enabled on Connect environments as it requires the Gigs system to send emails. It will only work where both of the following points are applicable:

• In environments with Emails enabled (Connect)

• When the end user's email is known

These environments will be able to view all consent requests in their own tab, as below, and in the Events tab.

These consent flows will be enabled for all applicable environments by the end of July 2024. If something doesn't look right, please reach out to support.

1. User contacts customer support, requesting a SIM replacement.

2. Support agent logs into the Gigs Dashboard and performs the Replace SIM action using the pop up below:

   

3. A new pop-up is shown that says the operation can only be done with user consent. The support agent chooses how the verification message is sent to the user. Currently only an e-mail with a link is supported.

   

4. The consent request is marked as Pending in the Dashboard.

   

5. The user receives an e-mail from Gigs, explaining that an operation was requested. The e-mail prompts the user to click on "Review" where they can review and approve the request. See an example email below:

   

6. The user is directed to a page where they can review what operation is being requested. They can approve it by clicking on the button. If the support agent wants to retry, they need to request the operation again and send a new e-mail.

   

7. The user will be shown a confirmation once they have approved the requested action.

   

8. Once approved, the request will complete automatically & the information can be shared with the user.

SIM replacement and provider changes are actions that don’t require any follow up within the dashboard. Both actions will move immediately to a fulfilled state once approved by the user.

Generating port-out credentials is an action that does require a Dashboard member to follow up on the result (ie sharing the port-out Account Number and PIN). An approved consent request for port-out credentials will be shown at the top of the page. It will include a follow-up button for allowing a Dashboard member to complete the originally requested operation.

The verification link is valid for 3 hours.
If the link has expired, any agent logged into the Dashboard can send another link by repeating steps 1, 2, and 3 above.

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Note: If the link has expired, the user is shown a message stating that the link has expired.

You can cancel a consent request, as long as it is in one of the following states:

• Pending

• Approved

To cancel a consent request, you would do the following:

1. Locate the request you wish to cancel and click on the 3 dots to the right of the request:

   1. 

   2. 

2. Once you click "Cancel Consent Request, a new box will appear asking you to confirm the action:

   

3. After confirming the cancellation request by clicking on the red "Cancel Consent Request" button, the request will move into a canceled state. The option to cancel the request will also be greyed out and unavailable:

Resending a consent request allows you to send the same request to the user again, and possibly with a different delivery method. The new request will be marked as pending.

In order to resend a Consent Request, all of the following must be true:

• The status of the previous Consent Request is either Canceled,Expired, or Pending

• There cannot be an existing Approved consent request of the same type

• The subscription must still be active and not ended

You can either resend a Consent Request from the Consent Requests table view:

Or you can resend a Consent Request from the Consent Requests section of subscription page. This option will be available if you have a currently Pending Consent Request:

This process can currently only be completed using emails, but we are working on using other methods for user consent such as SMS. We will update this page once this is complete.