We have text enabled our toll-free number and people have to send a keyword to initiate a conversation. However, if they send one of the opt-out keywords (stop, quit, end) then we are unable to respond to them even if they send us a new request using our custom keyword. They have to send one of the opt-in keywords to make this work (start, unstop, etc.) I have been told there is no way for us to set our custom keyword as an opt-in keyword.
I'm wondering if anyone else is using this capability in Genesys Cloud yet or not and if you have found any kind of a workaround? At this point don't even have a way to test if the phone number has previously opted-out or not. Would love to speak with anyone else using TFTN with Genesys Cloud to share ideas.
#ArchitectureandDesign#DigitalChannels#Routing(ACD/IVR)------------------------------
Marty Hand
National Domestic Violence Hotline
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