Genesys Cloud - Main

Hi Team,

I'm new to the SMS channel and need assistance with opt-out messages in SMS Outbound Campaigns.

Here's the scenario:

• Our SMS campaign sends messages to customers.

• If a customer replies with "STOP," I want to send a dynamic message using the inbound message flow.

• However, I've noticed in the interaction transcript that, although the message I configured in the inbound message flow appears, the customer receives the default built-in message provided by Genesys instead. I've attached a screenshot for reference.

Could you please share your comments on how you handle the following keywords in your campaigns:

1. STOP

2. START

3. HELP

4. INFO

I understand that Genesys handles these keywords at the carrier level, but I would appreciate any insights or solutions you have for this scenario.

I have also seen this document for reference: SMS opt-out keywords - Genesys Cloud Resource Center

Looking forward to your answers.

Thanks!

#ArchitectureandDesign
#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Outbound
#Unsure/Other

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Balaji Balakrishnan
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Hi,

You are right, Genesys configure the auto replies for the mentioned keyword at carrier level, however you can change these auto replies by contacting Genesys SMS team based on usage of long codes or short codes for this.

For short code: GenesysCloudShortCodes@genesys.com.

For long code: GenesysCloudSMS@genesys.com.

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Fnu Ganesh
Software Engineer II
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