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I'm trying to figure out a way to manage a guest's START/STOP messaging when they reply to an SMS. We currently send web surveys via SMS and I notice if I reply STOP on my mobile, I will no longer receive any messages only from that specific number. We want to accomplish a couple of things:

1. When a guest replies 'STOP' we want it to update their communication preferences in the company database. I know this can be done via a Data Action if I can receive the message.
2. Be able to manage that message so if a guest requests to receive messages/surveys, the agent has the ability to clear that flag, rather than telling the guest they need to go find the old message and reply 'START'.

The only article I've found that explains a similar situation is two years old: Genesys SMS Start/Stop

Has Genesys found a way to manage these messages yet? Is it really up to the guest to reply 'START' to the SMS number in order to begin receiving surveys (in our case) again?

#Uncategorized

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Mark Whitchurch
Senior Engineer
IHG Hotels & Resorts
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For 1. the Stop (and variants) messages should go through an Architect flow for Short Codes:

Genesys Cloud does not route HELP and INFO messages for long codes or toll-free numbers, but does route these messages for short codes. Genesys Cloud attempts to route all other opt-out keywords. If you don't want these messages routed to agents, then you can configure your message flow in Architect to filter out these messages. Use the decision action to check the contents of the message using the Message.Message.Body variable.

I haven't found a way for 2. yet

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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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I have looking into this the past week and encountered the same issues regarding OPT. I opened a case about the opt out reply was there is no way to query opt-out list so we could update our CRM also no option for us to "remove" a number if we got consent via another channel, You can create a data action using /api/v2/conversations/messages/${input.messageID}/details. To see if the sms was sent if blocked you will get a message like RECIPIENT_OPTED_OUT

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Jasper Donovan
na
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