Demand response program enrollment

How do we enroll a customer in a demand response or smart thermostat program with the consent and the device details captured, and the events tied to the account?

Capture the consent, the device and the contact permissions in one enrollment. Callvu identifies the customer and prefills the account (the premise, the rate, the meter, the existing program enrollments and the devices the utility already knows), takes the enrollment on a secure screen (the program and its terms, the device's make and model and its connection through the manufacturer's platform, the event opt-out rules and the incentive, the contact channels for event notices), captures the program agreement, the device control authorization through the manufacturer's consent flow, and the consent for automated calls and texts for event notices, checks eligibility (the program's customer class and territory, the device's compatibility, one enrollment per device), and writes the enrollment with the device identifier, the incentive and the notification consents to CIS and the program platform so events reach the device and the account.

In scopeSimpleCallvu moves: prefill, write back

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Last updated November 7, 2026.

The problem today

The event text went to a number that had never consented, the thermostat was not linked, and the incentive was paid anyway.

Today, without Callvu

Demand response needs three permissions: to adjust the device, to notify the customer, and to pay the incentive on the account. Enrollment collected on the manufacturer's site, the utility's web form and a call, in three records that do not agree: a device linked to the wrong account, an event notice sent to a number without consent for automated messages, an incentive credited to a premise that never enrolled.

The program's rules set the eligible customers and devices, the incentive and its conditions (participation in events, the opt-out limits), the device authorization through the manufacturer's platform, and the event notification terms; the consent rules for automated calls and texts require the customer's prior express consent for the event notices. The enrollment is where each permission is captured once and tied to the account and the device.

A device that is linked, a consent that is recorded and an account that pays are one enrollment.

How it runs

From the requestto the system of record.

A customer enrolls online, in the app, through the manufacturer's offer or on a call. Callvu identifies them and opens the enrollment on the account.

Customer: Accepts the program terms, authorizes the device control, consents to event notices and chooses the channels on a secure screen.
Device manufacturer platform: Completes the device authorization and reports the device's status and events.
Program desk: Decides eligibility and device exceptions in the Decision Desk.
Callvu: Prefills, captures the agreement and the consents, checks eligibility, links the device and writes.

Prefill and present the program
The account, the premise, the rate, the meter, the existing program enrollments and the devices already linked are prefilled; the program's terms (the events and their seasons, the adjustments the utility may make, the opt-out rules and their effect on the incentive, the incentive and its payment, the term and the cancellation) are presented in plain terms.
Capture the agreement and the consents
The customer accepts the program agreement, authorizes the device control through the manufacturer's consent flow (which returns the device identifier and the link), consents to automated calls and texts for event notices with the channels and the numbers, and confirms the account for the incentive, all on a secure screen; each consent is recorded with its time and wording.
Check and decide
Eligibility runs by rule (the customer class and the territory, the device on the compatible list, one enrollment per device, no conflicting program); an ineligible device, a premise outside the program, a conflicting enrollment or a device the platform cannot link goes to the program desk in the Decision Desk with the record and only the allowed outcomes (enroll, enroll on the alternative program, hold for the device link, or decline with the reason).
Write back
The enrollment with the device identifier, the incentive, the opt-out rules and the notification consents is written to CIS and the program platform, the device is tied to the account so events and the participation record flow to it, the incentive is scheduled on the program's terms, and the customer receives the confirmation with how events work and how to opt out.

Where it ends: The customer enrolled once with the agreement, the device authorization and the notice consent captured and recorded, the device tied to the account, and CIS and the program platform holding the enrollment so events and incentives land where they should. The Decision Trace shows the eligibility and any decision; the Audit Trace shows each consent with its time and wording and the write.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

TCPA consent for automated calls and texts: Under the Telephone Consumer Protection Act and the FCC's rules (47 CFR 64.1200), automated or prerecorded calls and texts to a mobile number require the called party's prior express consent (and prior express written consent where the message is marketing); event notices are sent only to numbers the customer consented to, the consent's wording and time are recorded, and a revocation is honored through any reasonable means.
Commission-approved demand response program rules and the tariff rider: The program's rules, approved in the utility's demand-side management or load management plan, set the eligible customers and devices, the event parameters (the seasons, the hours, the adjustments), the opt-out allowances and their effect on the incentive, the incentive and its payment, and the data the utility may collect from the device.
Customer data privacy and device authorization (the commission's data access rules and the manufacturer's consent requirements): Device control and the device's data are authorized by the customer through the manufacturer's platform under its terms, and the utility uses the data for the program only, under the commission's privacy rules.

Company policies

The program agreement, the device authorization and the notice consent are captured once, on a secure screen, with wording and time recorded.
Event notices go only to consented channels; a revocation is applied across the program.
Eligibility and device compatibility are checked by rule; the desk decides exceptions.
CIS and the program platform are the system of record for the enrollment, the device and the incentive.

Controls

Account and device prefill.
Plain-terms program presentation.
Agreement, device authorization and consent capture with recording.
Eligibility and compatibility checks.
Decision Desk for exceptions.
CIS and platform write with device linkage and incentive schedule.

Clocks and deadlines

Enrollment effective: On the device link and the program's start, with the first season's events from it.
Incentive: The program's schedule (an enrollment incentive and the seasonal or annual participation incentive).
Consent revocation: Applied on receipt across the program's channels.

Documents and checks

The program terms as presented
The agreement, the device authorization and the consents with time and wording
The eligibility checks and any decision
The CIS and platform record

In the Decision Trace

The eligibility and the compatibility.
Any decision and the person.

In the Audit Trace

Each consent with time, wording and channel.
The device link.
The write and the incentive schedule.

The handoff

Between the front doorand the back office.

The front door

Online, in the app, the manufacturer's offer or a call with a link; the customer enrolls on a secure screen.

The back office

The program desk decides only exceptions; events and incentives run from the record.

The Decision Desk

An ineligible device, a premise outside the program, a conflicting enrollment or a device that cannot link goes to the program desk in the Decision Desk with the record and only enroll, enroll on the alternative, hold for the link, or decline.

Proof

In scope.Proof at scale, not one process at a time.

The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.

Across Callvu customers

Questions

What buyers ask next,answered plainly.

What does the customer consent to?

The program agreement, the utility's control of the device through the manufacturer's authorization, and automated calls and texts for event notices to the numbers they choose, each recorded with its wording and time.

How is the device linked?

Through the manufacturer's consent flow, which returns the device identifier; the enrollment ties it to the account so events and participation flow to the right place.

Can the customer opt out of an event?

Yes, under the program's opt-out rules, with the effect on the incentive explained at enrollment and recorded on the account.

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