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  • 1.  Customize SMS opt-out keywords response for long code numbers

    Posted 05-02-2023 13:44
      |   view attached
    No replies, thread closed.

    We are testing SMS using a long code number. 

    After receiving the SMS, if we send the opt-out key "STOP" we get the following response.

    "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe."

    Can you customize this response, and how? 

    I built an inbound message flow. Added a switch to detect the word "STOP" or "Stop" and send an auto-response with a customized message. Attached is a screenshot of the inbound message flow. However, We continue to receive the stand response, "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe." 

    The customized message is not sent out. 

    I opened a ticket with Support. The support tech says we should be able to customize the message, but it is not working. 



    Any help is appreciated. 

    Thanks


    #DigitalChannels

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    Velmani Natarajan
    MVP Health Plan, Inc.
    ------------------------------


  • 2.  RE: Customize SMS opt-out keywords response for long code numbers

    Posted 05-02-2023 15:04
    No replies, thread closed.

    Don't think that is possible.

    The STOP/START functionality is on the SMS aggregator level and the message can't be customized even though the STOP message is passed to Genesys. When the agent replies to the STOP message, he/she gets an error that the delivery failed.

    You can test it easily with your handset. In Performance -> Interactions View include columns: 

    Delivery status (Delivery Failed)

    Delivery status confirmation (Recipient Opted Out)

    Once the STOP is sent from the handset, all communication is blocked and can be resumed only when START is sent from the same handset. 



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------

    Original Message


  • 3.  RE: Customize SMS opt-out keywords response for long code numbers

    Posted 05-03-2023 11:47
    No replies, thread closed.

    Thank you Tatjana for your quick response and confirmation. 

    Yes, we are able to see the results and Opt-Outs in Interaction view. 

    Do you think when we get the Shot-Code we can customize the responses for "STOP" message. 

    Thanks



    ------------------------------
    Velmani Natarajan
    MVP Health Plan, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Customize SMS opt-out keywords response for long code numbers

    Posted 05-03-2023 16:34
    No replies, thread closed.

    Hi Velmani,

    You are welcome :-) 

    Yes, for SMS short codes, you must respond compliantly to "STOP" keyword . From the resource center at 
    https://help.mypurecloud.com/articles/genesys-cloud-us-short-code-application/ 
    you can find the links to the documents regarding the regulations and compliance for short codes for the US, Canada (UK as well). 

    Thanks,



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------

    Original Message


  • 5.  RE: Customize SMS opt-out keywords response for long code numbers

    Posted 03-12-2024 11:35
    No replies, thread closed.

    Hello Tatjana, Velmani, and fellow Genesys Partners,

    Our team at a Financial Services Company in the Northeast is currently developing a Proof of Concept (POC) for SMS Alerts within a specific program. We have initiated this process by implementing an architectural flow for a long code number obtained through Genesys. Once we secure approval for a Short Code, our plan is to transition this flow into production and integrate it with the Short Code provided by Genesys.

    We aim to present to our stakeholders the expected autoreply messages and the customer experience (CX) that will be delivered when commands such as "STOP" and "HELP" are used. Given that our aggregator has autonomously determined the autoreplies for these commands, we seek guidance on customizing these responses for our long codes. Understanding the significance of accurate autoreplies during our application phase, we are keen to know:

    1. How can we tailor autoreplies for our long codes?
    2. How critical is it to perfect these autoreplies in the application stage, especially considering the customer commands?
    3. Is it possible to modify these autoreplies on our end, or does it hinge on the Short Code application process?

    Your insights on these matters would be greatly appreciated as we strive to enhance our POC and ensure a seamless CX.

    We have already asked Genesys to organize a Professional Service conversation around some of our questions but though to prod this thread as it directly relates to one of our questions.

    Regards,

    Scott Goodwin | Product Owner



    ------------------------------
    Scott Goodwin
    M&T Bank
    ------------------------------

    Original Message


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