A place to ask questions, connect with others, and stay in the know
Bump - just in case anyone has any suggestions.
Hi James --
We might have some options depending on the number type you are using. Can you please send me a direct email, email@example.com with your Org details as well as the number and response information you are looking to send back?
On a side question to this - I'm curious that your 'custom' message is being sent in addition to the 'default'I've implementing an architect flow to look for the opt-out keywords and send a custom response - but I only ever get the default message for the opt-out.
The interaction transcript shows my custom message has been sent, but the user's number must get blocked from receiving replies before it reaches the Architect flow.
Ultimately I'd love to stop the entire Opt-Out process (as some messages we send are legally not required to have an opt-out) or at least get the custom message to them before the block takes place.
When you say
the user's number must get blocked from receiving replies before it reaches the Architect flow.
Do you mean because the user sent 'STOP'?
I may be wrong but I'm not sure it actually blocks the number from receiving replies - or at least it didn't for me. I think the expectation is that you do that logic yourself.
What about if you reply 'HELP' (one of the keywords), do you get the default response and a custom response?
I may be completely off-base here, but I believe all of this is done by the SMS broker Genesys uses. They send the response and they block outbound SMS following an opt-out (until there is an opt-in.)
This would explain why your custom messages appear to be sent, but never arrive.
I can see this becoming something Genesys will need to address as there are lots of reasons why you may want to take control of the process (including those mentioned here.)
I suspect that it's probably a compliance matter, maybe the liable entity is the broker, as opposed to the owner of the ORG?
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.