Genesys Cloud - Main

I'm new to the SMS channel and am doing work to prepare to begin using it later this year. One component I'm trying to wrap my head around is how specifically opt out handling works. I've had a few conversations with Genesys and looked through the resource center, but am still unclear. I'm hopeful that someone with more experience here can help clarify some things. I have these questions both for texts received by a 10 digit number as well as a short code, in case they are handled differently.

Here's  my general understanding of three major legs in opting out.

1) Customer sends an opt out keyword. 

2) Customer gets the opt out response. Where is the opt out response sent from?
I've heard that it is generated on the carrier end. I've also heard that it should be built into the architect flow. The resource center says that the response is automatically sent by Genesys Cloud (SMS opt-out keywords - Genesys Cloud Resource Center) but not how/from where.

3) Customer should not receive any additional texts. Are there mechanisms behind the scenes that do this, or do we take steps to discontinue the sending of texts?
I've heard that for short codes, texts are blocked at the carrier level (so if one attempted to send a text, it would not go through.) I've heard that the onus is on the owner of the sending number to ensure no further texts are sent, for example by loading it to a DNC list, etc.

Additionally, we will be maintaining SMS consent in a database outside of Genesys Cloud, and so when a customer sends an opt out response, I want to be able to update that database. A once nightly file would suffice. One initial thought I had was doing a keyword search, assigning a wrap code, and then using an API to create a file looking for that wrap code (modeling off of a somewhat similar process we use with inbound voice interactions). However, I'm really interested in how others are accomplishing this. The information I would want to extract is the date/time of the opt out message and the customer phone number

Thank you! 

#DigitalChannels
#Routing (ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

No matter what you do in Genesys Cloud, you should keep your opt out with your customer record.  That might be a CRM or a database, but keep it someplace to prove you have permission, when you got the permission, and how you got the permission.  Use that flag in in the golden customer record before you send and SMS.  Fines are heavy for violating TCPA when it comes to SMS and you want to make sure you are texting only people you have gotten permission to text. 

Genesys can look at that flag and confirm with the customer or set the flag and the other information if they opt in.  Don't just set the flag, but set the when and how along with a date.  I have seen too many times customers defend a flag, but have nothing to back it up.  Plus, this flag can be accessible to all back-end systems as well.  Don't use the internal Opt-out mechanism in Genesys along either -- setup a messaging flow that looks for the Opt-out/Stop and can write to your customer record.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-22-2022 09:22
From: Emily Kammerer
Subject: SMS Opt Out Handling

I'm new to the SMS channel and am doing work to prepare to begin using it later this year. One component I'm trying to wrap my head around is how specifically opt out handling works. I've had a few conversations with Genesys and looked through the resource center, but am still unclear. I'm hopeful that someone with more experience here can help clarify some things. I have these questions both for texts received by a 10 digit number as well as a short code, in case they are handled differently.

Here's  my general understanding of three major legs in opting out.

1) Customer sends an opt out keyword.

2) Customer gets the opt out response. Where is the opt out response sent from?
I've heard that it is generated on the carrier end. I've also heard that it should be built into the architect flow. The resource center says that the response is automatically sent by Genesys Cloud (SMS opt-out keywords - Genesys Cloud Resource Center) but not how/from where.

3) Customer should not receive any additional texts. Are there mechanisms behind the scenes that do this, or do we take steps to discontinue the sending of texts?
I've heard that for short codes, texts are blocked at the carrier level (so if one attempted to send a text, it would not go through.) I've heard that the onus is on the owner of the sending number to ensure no further texts are sent, for example by loading it to a DNC list, etc.

Additionally, we will be maintaining SMS consent in a database outside of Genesys Cloud, and so when a customer sends an opt out response, I want to be able to update that database. A once nightly file would suffice. One initial thought I had was doing a keyword search, assigning a wrap code, and then using an API to create a file looking for that wrap code (modeling off of a somewhat similar process we use with inbound voice interactions). However, I'm really interested in how others are accomplishing this. The information I would want to extract is the date/time of the opt out message and the customer phone number

Thank you!

#DigitalChannels
#Routing (ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Thanks Robert, for the reply. We'll absolutely be maintaining consent, and opt out, records outside of Genesys, for the reasons you cite and more. 
I'm finding the resource center pretty lacking in terms of how this all works, which may be by design - mostly, I want to make sure I'm crystal clear on what needs to happen where, and if there is anything happening in the background that I can't see - for example, if Genesys, independent of anything I set in the flow, detects an opt out keyword and take some action. I'd much rather handle it in the flow due to concerns I have about customers that opt back in. I've got my initial flow started to look for those keywords using some older community posts I dug up, which is kind of working but kind of not. I ended up opening a case with customer care to try getting some answers to my questions, so I'm hopeful their response will clear up some of this uncertaintity.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Original Message:
Sent: 02-26-2022 19:02
From: Robert Wakefield-Carl
Subject: SMS Opt Out Handling

No matter what you do in Genesys Cloud, you should keep your opt out with your customer record.  That might be a CRM or a database, but keep it someplace to prove you have permission, when you got the permission, and how you got the permission.  Use that flag in in the golden customer record before you send and SMS.  Fines are heavy for violating TCPA when it comes to SMS and you want to make sure you are texting only people you have gotten permission to text.

Genesys can look at that flag and confirm with the customer or set the flag and the other information if they opt in.  Don't just set the flag, but set the when and how along with a date.  I have seen too many times customers defend a flag, but have nothing to back it up.  Plus, this flag can be accessible to all back-end systems as well.  Don't use the internal Opt-out mechanism in Genesys along either -- setup a messaging flow that looks for the Opt-out/Stop and can write to your customer record.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-22-2022 09:22
From: Emily Kammerer
Subject: SMS Opt Out Handling

I'm new to the SMS channel and am doing work to prepare to begin using it later this year. One component I'm trying to wrap my head around is how specifically opt out handling works. I've had a few conversations with Genesys and looked through the resource center, but am still unclear. I'm hopeful that someone with more experience here can help clarify some things. I have these questions both for texts received by a 10 digit number as well as a short code, in case they are handled differently.

Here's  my general understanding of three major legs in opting out.

1) Customer sends an opt out keyword.

2) Customer gets the opt out response. Where is the opt out response sent from?
I've heard that it is generated on the carrier end. I've also heard that it should be built into the architect flow. The resource center says that the response is automatically sent by Genesys Cloud (SMS opt-out keywords - Genesys Cloud Resource Center) but not how/from where.

3) Customer should not receive any additional texts. Are there mechanisms behind the scenes that do this, or do we take steps to discontinue the sending of texts?
I've heard that for short codes, texts are blocked at the carrier level (so if one attempted to send a text, it would not go through.) I've heard that the onus is on the owner of the sending number to ensure no further texts are sent, for example by loading it to a DNC list, etc.

Additionally, we will be maintaining SMS consent in a database outside of Genesys Cloud, and so when a customer sends an opt out response, I want to be able to update that database. A once nightly file would suffice. One initial thought I had was doing a keyword search, assigning a wrap code, and then using an API to create a file looking for that wrap code (modeling off of a somewhat similar process we use with inbound voice interactions). However, I'm really interested in how others are accomplishing this. The information I would want to extract is the date/time of the opt out message and the customer phone number

Thank you!

#DigitalChannels
#Routing (ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

You are absolutely correct on the documentation and function.  Pretty much a black whole, but like all things with physics, it follows the rules and does its job.  

Essentially, there is a catch-all mechanism in place listening for Stop, Start, and Help (maybe with some variations) and this will process any messages even if you don't have a flow in place.  This keeps the customer and Genesys Cloud TCPA compliant for SMS to a point.  Unfortunately, there is not a lot of reporting or access to this function.  You can't see what is in the list, nor make changes to it at present.  The only way to make a change in the SMS DNC is to have the end user send another message in, but if they have sent STOP - Genesys may prevent you from doing that, but I have not tested if the Agentless API will bypass that feature.

What I suggest is that this be trapped up front with a messaging flow to allow you to know what is going on and keep that information in another database what if visible and changeable.  When you design your SMS in your flow, just use a common module to check for that and other data sources before initiating the send.  

You probably have gone through this, but here you go:  https://help.mypurecloud.com/articles/regulations-for-long-codes-in-outbound-messaging-campaigns/

Attached is a sample flow for handling the Opt-out et al. 


------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-28-2022 09:43
From: Emily Kammerer
Subject: SMS Opt Out Handling

Thanks Robert, for the reply. We'll absolutely be maintaining consent, and opt out, records outside of Genesys, for the reasons you cite and more.
I'm finding the resource center pretty lacking in terms of how this all works, which may be by design - mostly, I want to make sure I'm crystal clear on what needs to happen where, and if there is anything happening in the background that I can't see - for example, if Genesys, independent of anything I set in the flow, detects an opt out keyword and take some action. I'd much rather handle it in the flow due to concerns I have about customers that opt back in. I've got my initial flow started to look for those keywords using some older community posts I dug up, which is kind of working but kind of not. I ended up opening a case with customer care to try getting some answers to my questions, so I'm hopeful their response will clear up some of this uncertaintity.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Original Message:
Sent: 02-26-2022 19:02
From: Robert Wakefield-Carl
Subject: SMS Opt Out Handling

No matter what you do in Genesys Cloud, you should keep your opt out with your customer record.  That might be a CRM or a database, but keep it someplace to prove you have permission, when you got the permission, and how you got the permission.  Use that flag in in the golden customer record before you send and SMS.  Fines are heavy for violating TCPA when it comes to SMS and you want to make sure you are texting only people you have gotten permission to text.

Genesys can look at that flag and confirm with the customer or set the flag and the other information if they opt in.  Don't just set the flag, but set the when and how along with a date.  I have seen too many times customers defend a flag, but have nothing to back it up.  Plus, this flag can be accessible to all back-end systems as well.  Don't use the internal Opt-out mechanism in Genesys along either -- setup a messaging flow that looks for the Opt-out/Stop and can write to your customer record.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-22-2022 09:22
From: Emily Kammerer
Subject: SMS Opt Out Handling

I'm new to the SMS channel and am doing work to prepare to begin using it later this year. One component I'm trying to wrap my head around is how specifically opt out handling works. I've had a few conversations with Genesys and looked through the resource center, but am still unclear. I'm hopeful that someone with more experience here can help clarify some things. I have these questions both for texts received by a 10 digit number as well as a short code, in case they are handled differently.

Here's  my general understanding of three major legs in opting out.

1) Customer sends an opt out keyword.

2) Customer gets the opt out response. Where is the opt out response sent from?
I've heard that it is generated on the carrier end. I've also heard that it should be built into the architect flow. The resource center says that the response is automatically sent by Genesys Cloud (SMS opt-out keywords - Genesys Cloud Resource Center) but not how/from where.

3) Customer should not receive any additional texts. Are there mechanisms behind the scenes that do this, or do we take steps to discontinue the sending of texts?
I've heard that for short codes, texts are blocked at the carrier level (so if one attempted to send a text, it would not go through.) I've heard that the onus is on the owner of the sending number to ensure no further texts are sent, for example by loading it to a DNC list, etc.

Additionally, we will be maintaining SMS consent in a database outside of Genesys Cloud, and so when a customer sends an opt out response, I want to be able to update that database. A once nightly file would suffice. One initial thought I had was doing a keyword search, assigning a wrap code, and then using an API to create a file looking for that wrap code (modeling off of a somewhat similar process we use with inbound voice interactions). However, I'm really interested in how others are accomplishing this. The information I would want to extract is the date/time of the opt out message and the customer phone number

Thank you!

#DigitalChannels
#Routing (ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Robert, I can't thank you enough for this sample flow. I've been working on a message flow trying to use a data table lookup but hit a road block there that I can't seem to get past. This is extremely helpful. 
I'm hoping to hear more back from customer care as well. What I've gotten from them so far has been somewhat helpful but also ambiguous, so I really appreciate you sharing what you know on this as it's more clear cut.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Original Message:
Sent: 02-28-2022 10:30
From: Robert Wakefield-Carl
Subject: SMS Opt Out Handling

You are absolutely correct on the documentation and function.  Pretty much a black whole, but like all things with physics, it follows the rules and does its job.

Essentially, there is a catch-all mechanism in place listening for Stop, Start, and Help (maybe with some variations) and this will process any messages even if you don't have a flow in place.  This keeps the customer and Genesys Cloud TCPA compliant for SMS to a point.  Unfortunately, there is not a lot of reporting or access to this function.  You can't see what is in the list, nor make changes to it at present.  The only way to make a change in the SMS DNC is to have the end user send another message in, but if they have sent STOP - Genesys may prevent you from doing that, but I have not tested if the Agentless API will bypass that feature.

What I suggest is that this be trapped up front with a messaging flow to allow you to know what is going on and keep that information in another database what if visible and changeable.  When you design your SMS in your flow, just use a common module to check for that and other data sources before initiating the send.

You probably have gone through this, but here you go:  https://help.mypurecloud.com/articles/regulations-for-long-codes-in-outbound-messaging-campaigns/

Attached is a sample flow for handling the Opt-out et al.


------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-28-2022 09:43
From: Emily Kammerer
Subject: SMS Opt Out Handling

Thanks Robert, for the reply. We'll absolutely be maintaining consent, and opt out, records outside of Genesys, for the reasons you cite and more.
I'm finding the resource center pretty lacking in terms of how this all works, which may be by design - mostly, I want to make sure I'm crystal clear on what needs to happen where, and if there is anything happening in the background that I can't see - for example, if Genesys, independent of anything I set in the flow, detects an opt out keyword and take some action. I'd much rather handle it in the flow due to concerns I have about customers that opt back in. I've got my initial flow started to look for those keywords using some older community posts I dug up, which is kind of working but kind of not. I ended up opening a case with customer care to try getting some answers to my questions, so I'm hopeful their response will clear up some of this uncertaintity.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Original Message:
Sent: 02-26-2022 19:02
From: Robert Wakefield-Carl
Subject: SMS Opt Out Handling

No matter what you do in Genesys Cloud, you should keep your opt out with your customer record.  That might be a CRM or a database, but keep it someplace to prove you have permission, when you got the permission, and how you got the permission.  Use that flag in in the golden customer record before you send and SMS.  Fines are heavy for violating TCPA when it comes to SMS and you want to make sure you are texting only people you have gotten permission to text.

Genesys can look at that flag and confirm with the customer or set the flag and the other information if they opt in.  Don't just set the flag, but set the when and how along with a date.  I have seen too many times customers defend a flag, but have nothing to back it up.  Plus, this flag can be accessible to all back-end systems as well.  Don't use the internal Opt-out mechanism in Genesys along either -- setup a messaging flow that looks for the Opt-out/Stop and can write to your customer record.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-22-2022 09:22
From: Emily Kammerer
Subject: SMS Opt Out Handling

I'm new to the SMS channel and am doing work to prepare to begin using it later this year. One component I'm trying to wrap my head around is how specifically opt out handling works. I've had a few conversations with Genesys and looked through the resource center, but am still unclear. I'm hopeful that someone with more experience here can help clarify some things. I have these questions both for texts received by a 10 digit number as well as a short code, in case they are handled differently.

Here's  my general understanding of three major legs in opting out.

1) Customer sends an opt out keyword.

2) Customer gets the opt out response. Where is the opt out response sent from?
I've heard that it is generated on the carrier end. I've also heard that it should be built into the architect flow. The resource center says that the response is automatically sent by Genesys Cloud (SMS opt-out keywords - Genesys Cloud Resource Center) but not how/from where.

3) Customer should not receive any additional texts. Are there mechanisms behind the scenes that do this, or do we take steps to discontinue the sending of texts?
I've heard that for short codes, texts are blocked at the carrier level (so if one attempted to send a text, it would not go through.) I've heard that the onus is on the owner of the sending number to ensure no further texts are sent, for example by loading it to a DNC list, etc.

Additionally, we will be maintaining SMS consent in a database outside of Genesys Cloud, and so when a customer sends an opt out response, I want to be able to update that database. A once nightly file would suffice. One initial thought I had was doing a keyword search, assigning a wrap code, and then using an API to create a file looking for that wrap code (modeling off of a somewhat similar process we use with inbound voice interactions). However, I'm really interested in how others are accomplishing this. The information I would want to extract is the date/time of the opt out message and the customer phone number

Thank you!

#DigitalChannels
#Routing (ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Hey @Robert Wakefield-Carl , 

I was having a play around with this, but I'm not seeing the Wrap-Up codes showing up anywhere. I also noticed that, despite setting the Wrap-Up mapping, the number etc. is not marked as uncallable when the recipient opts out.

Any thoughts?

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Original Message:
Sent: 02-28-2022 10:30
From: Robert Wakefield-Carl
Subject: SMS Opt Out Handling

You are absolutely correct on the documentation and function.  Pretty much a black whole, but like all things with physics, it follows the rules and does its job.

Essentially, there is a catch-all mechanism in place listening for Stop, Start, and Help (maybe with some variations) and this will process any messages even if you don't have a flow in place.  This keeps the customer and Genesys Cloud TCPA compliant for SMS to a point.  Unfortunately, there is not a lot of reporting or access to this function.  You can't see what is in the list, nor make changes to it at present.  The only way to make a change in the SMS DNC is to have the end user send another message in, but if they have sent STOP - Genesys may prevent you from doing that, but I have not tested if the Agentless API will bypass that feature.

What I suggest is that this be trapped up front with a messaging flow to allow you to know what is going on and keep that information in another database what if visible and changeable.  When you design your SMS in your flow, just use a common module to check for that and other data sources before initiating the send.

You probably have gone through this, but here you go:  https://help.mypurecloud.com/articles/regulations-for-long-codes-in-outbound-messaging-campaigns/

Attached is a sample flow for handling the Opt-out et al.


------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-28-2022 09:43
From: Emily Kammerer
Subject: SMS Opt Out Handling

Thanks Robert, for the reply. We'll absolutely be maintaining consent, and opt out, records outside of Genesys, for the reasons you cite and more.
I'm finding the resource center pretty lacking in terms of how this all works, which may be by design - mostly, I want to make sure I'm crystal clear on what needs to happen where, and if there is anything happening in the background that I can't see - for example, if Genesys, independent of anything I set in the flow, detects an opt out keyword and take some action. I'd much rather handle it in the flow due to concerns I have about customers that opt back in. I've got my initial flow started to look for those keywords using some older community posts I dug up, which is kind of working but kind of not. I ended up opening a case with customer care to try getting some answers to my questions, so I'm hopeful their response will clear up some of this uncertaintity.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Original Message:
Sent: 02-26-2022 19:02
From: Robert Wakefield-Carl
Subject: SMS Opt Out Handling

No matter what you do in Genesys Cloud, you should keep your opt out with your customer record.  That might be a CRM or a database, but keep it someplace to prove you have permission, when you got the permission, and how you got the permission.  Use that flag in in the golden customer record before you send and SMS.  Fines are heavy for violating TCPA when it comes to SMS and you want to make sure you are texting only people you have gotten permission to text.

Genesys can look at that flag and confirm with the customer or set the flag and the other information if they opt in.  Don't just set the flag, but set the when and how along with a date.  I have seen too many times customers defend a flag, but have nothing to back it up.  Plus, this flag can be accessible to all back-end systems as well.  Don't use the internal Opt-out mechanism in Genesys along either -- setup a messaging flow that looks for the Opt-out/Stop and can write to your customer record.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-22-2022 09:22
From: Emily Kammerer
Subject: SMS Opt Out Handling

I'm new to the SMS channel and am doing work to prepare to begin using it later this year. One component I'm trying to wrap my head around is how specifically opt out handling works. I've had a few conversations with Genesys and looked through the resource center, but am still unclear. I'm hopeful that someone with more experience here can help clarify some things. I have these questions both for texts received by a 10 digit number as well as a short code, in case they are handled differently.

Here's  my general understanding of three major legs in opting out.

1) Customer sends an opt out keyword.

2) Customer gets the opt out response. Where is the opt out response sent from?
I've heard that it is generated on the carrier end. I've also heard that it should be built into the architect flow. The resource center says that the response is automatically sent by Genesys Cloud (SMS opt-out keywords - Genesys Cloud Resource Center) but not how/from where.

3) Customer should not receive any additional texts. Are there mechanisms behind the scenes that do this, or do we take steps to discontinue the sending of texts?
I've heard that for short codes, texts are blocked at the carrier level (so if one attempted to send a text, it would not go through.) I've heard that the onus is on the owner of the sending number to ensure no further texts are sent, for example by loading it to a DNC list, etc.

Additionally, we will be maintaining SMS consent in a database outside of Genesys Cloud, and so when a customer sends an opt out response, I want to be able to update that database. A once nightly file would suffice. One initial thought I had was doing a keyword search, assigning a wrap code, and then using an API to create a file looking for that wrap code (modeling off of a somewhat similar process we use with inbound voice interactions). However, I'm really interested in how others are accomplishing this. The information I would want to extract is the date/time of the opt out message and the customer phone number

Thank you!

#DigitalChannels
#Routing (ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

The wrap-up will be reported on the IVR participant of the conversation as an attribute you will have to glean from the Interaction Details as one of the wrap-up codes assigned to the call.  The number is not stored or marked and uncallable except in the case where it is associated with an external contact.  

------------------------------
Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 03-09-2023 22:11
From: Paul Simpson
Subject: SMS Opt Out Handling

Hey @Robert Wakefield-Carl , 

I was having a play around with this, but I'm not seeing the Wrap-Up codes showing up anywhere. I also noticed that, despite setting the Wrap-Up mapping, the number etc. is not marked as uncallable when the recipient opts out.

Any thoughts?

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 02-28-2022 10:30
From: Robert Wakefield-Carl
Subject: SMS Opt Out Handling

You are absolutely correct on the documentation and function.  Pretty much a black whole, but like all things with physics, it follows the rules and does its job.

Essentially, there is a catch-all mechanism in place listening for Stop, Start, and Help (maybe with some variations) and this will process any messages even if you don't have a flow in place.  This keeps the customer and Genesys Cloud TCPA compliant for SMS to a point.  Unfortunately, there is not a lot of reporting or access to this function.  You can't see what is in the list, nor make changes to it at present.  The only way to make a change in the SMS DNC is to have the end user send another message in, but if they have sent STOP - Genesys may prevent you from doing that, but I have not tested if the Agentless API will bypass that feature.

What I suggest is that this be trapped up front with a messaging flow to allow you to know what is going on and keep that information in another database what if visible and changeable.  When you design your SMS in your flow, just use a common module to check for that and other data sources before initiating the send.

You probably have gone through this, but here you go:  https://help.mypurecloud.com/articles/regulations-for-long-codes-in-outbound-messaging-campaigns/

Attached is a sample flow for handling the Opt-out et al.


------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-28-2022 09:43
From: Emily Kammerer
Subject: SMS Opt Out Handling

Thanks Robert, for the reply. We'll absolutely be maintaining consent, and opt out, records outside of Genesys, for the reasons you cite and more.
I'm finding the resource center pretty lacking in terms of how this all works, which may be by design - mostly, I want to make sure I'm crystal clear on what needs to happen where, and if there is anything happening in the background that I can't see - for example, if Genesys, independent of anything I set in the flow, detects an opt out keyword and take some action. I'd much rather handle it in the flow due to concerns I have about customers that opt back in. I've got my initial flow started to look for those keywords using some older community posts I dug up, which is kind of working but kind of not. I ended up opening a case with customer care to try getting some answers to my questions, so I'm hopeful their response will clear up some of this uncertaintity.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Original Message:
Sent: 02-26-2022 19:02
From: Robert Wakefield-Carl
Subject: SMS Opt Out Handling

No matter what you do in Genesys Cloud, you should keep your opt out with your customer record.  That might be a CRM or a database, but keep it someplace to prove you have permission, when you got the permission, and how you got the permission.  Use that flag in in the golden customer record before you send and SMS.  Fines are heavy for violating TCPA when it comes to SMS and you want to make sure you are texting only people you have gotten permission to text.

Genesys can look at that flag and confirm with the customer or set the flag and the other information if they opt in.  Don't just set the flag, but set the when and how along with a date.  I have seen too many times customers defend a flag, but have nothing to back it up.  Plus, this flag can be accessible to all back-end systems as well.  Don't use the internal Opt-out mechanism in Genesys along either -- setup a messaging flow that looks for the Opt-out/Stop and can write to your customer record.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-22-2022 09:22
From: Emily Kammerer
Subject: SMS Opt Out Handling

I'm new to the SMS channel and am doing work to prepare to begin using it later this year. One component I'm trying to wrap my head around is how specifically opt out handling works. I've had a few conversations with Genesys and looked through the resource center, but am still unclear. I'm hopeful that someone with more experience here can help clarify some things. I have these questions both for texts received by a 10 digit number as well as a short code, in case they are handled differently.

Here's  my general understanding of three major legs in opting out.

1) Customer sends an opt out keyword.

2) Customer gets the opt out response. Where is the opt out response sent from?
I've heard that it is generated on the carrier end. I've also heard that it should be built into the architect flow. The resource center says that the response is automatically sent by Genesys Cloud (SMS opt-out keywords - Genesys Cloud Resource Center) but not how/from where.

3) Customer should not receive any additional texts. Are there mechanisms behind the scenes that do this, or do we take steps to discontinue the sending of texts?
I've heard that for short codes, texts are blocked at the carrier level (so if one attempted to send a text, it would not go through.) I've heard that the onus is on the owner of the sending number to ensure no further texts are sent, for example by loading it to a DNC list, etc.

Additionally, we will be maintaining SMS consent in a database outside of Genesys Cloud, and so when a customer sends an opt out response, I want to be able to update that database. A once nightly file would suffice. One initial thought I had was doing a keyword search, assigning a wrap code, and then using an API to create a file looking for that wrap code (modeling off of a somewhat similar process we use with inbound voice interactions). However, I'm really interested in how others are accomplishing this. The information I would want to extract is the date/time of the opt out message and the customer phone number

Thank you!

#DigitalChannels
#Routing (ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

I see, thanks for the explanation.

Honestly, this seems crazy to me, but I'm sure Genesys have their reasons. If I send an SMS as part of a campaign and the victim responds with, say, STOP, it makes sense that I would want to disposition it in the Contact List without having to resort to Data Actions. After all, that's what I'd do if it were a voice campaign!

Heh ho.

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Original Message:
Sent: 03-10-2023 00:03
From: Robert Wakefield-Carl
Subject: SMS Opt Out Handling

The wrap-up will be reported on the IVR participant of the conversation as an attribute you will have to glean from the Interaction Details as one of the wrap-up codes assigned to the call.  The number is not stored or marked and uncallable except in the case where it is associated with an external contact.  

------------------------------
Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 03-09-2023 22:11
From: Paul Simpson
Subject: SMS Opt Out Handling

Hey @Robert Wakefield-Carl , 

I was having a play around with this, but I'm not seeing the Wrap-Up codes showing up anywhere. I also noticed that, despite setting the Wrap-Up mapping, the number etc. is not marked as uncallable when the recipient opts out.

Any thoughts?

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 02-28-2022 10:30
From: Robert Wakefield-Carl
Subject: SMS Opt Out Handling

You are absolutely correct on the documentation and function.  Pretty much a black whole, but like all things with physics, it follows the rules and does its job.

Essentially, there is a catch-all mechanism in place listening for Stop, Start, and Help (maybe with some variations) and this will process any messages even if you don't have a flow in place.  This keeps the customer and Genesys Cloud TCPA compliant for SMS to a point.  Unfortunately, there is not a lot of reporting or access to this function.  You can't see what is in the list, nor make changes to it at present.  The only way to make a change in the SMS DNC is to have the end user send another message in, but if they have sent STOP - Genesys may prevent you from doing that, but I have not tested if the Agentless API will bypass that feature.

What I suggest is that this be trapped up front with a messaging flow to allow you to know what is going on and keep that information in another database what if visible and changeable.  When you design your SMS in your flow, just use a common module to check for that and other data sources before initiating the send.

You probably have gone through this, but here you go:  https://help.mypurecloud.com/articles/regulations-for-long-codes-in-outbound-messaging-campaigns/

Attached is a sample flow for handling the Opt-out et al.


------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-28-2022 09:43
From: Emily Kammerer
Subject: SMS Opt Out Handling

Thanks Robert, for the reply. We'll absolutely be maintaining consent, and opt out, records outside of Genesys, for the reasons you cite and more.
I'm finding the resource center pretty lacking in terms of how this all works, which may be by design - mostly, I want to make sure I'm crystal clear on what needs to happen where, and if there is anything happening in the background that I can't see - for example, if Genesys, independent of anything I set in the flow, detects an opt out keyword and take some action. I'd much rather handle it in the flow due to concerns I have about customers that opt back in. I've got my initial flow started to look for those keywords using some older community posts I dug up, which is kind of working but kind of not. I ended up opening a case with customer care to try getting some answers to my questions, so I'm hopeful their response will clear up some of this uncertaintity.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Original Message:
Sent: 02-26-2022 19:02
From: Robert Wakefield-Carl
Subject: SMS Opt Out Handling

No matter what you do in Genesys Cloud, you should keep your opt out with your customer record.  That might be a CRM or a database, but keep it someplace to prove you have permission, when you got the permission, and how you got the permission.  Use that flag in in the golden customer record before you send and SMS.  Fines are heavy for violating TCPA when it comes to SMS and you want to make sure you are texting only people you have gotten permission to text.

Genesys can look at that flag and confirm with the customer or set the flag and the other information if they opt in.  Don't just set the flag, but set the when and how along with a date.  I have seen too many times customers defend a flag, but have nothing to back it up.  Plus, this flag can be accessible to all back-end systems as well.  Don't use the internal Opt-out mechanism in Genesys along either -- setup a messaging flow that looks for the Opt-out/Stop and can write to your customer record.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-22-2022 09:22
From: Emily Kammerer
Subject: SMS Opt Out Handling

I'm new to the SMS channel and am doing work to prepare to begin using it later this year. One component I'm trying to wrap my head around is how specifically opt out handling works. I've had a few conversations with Genesys and looked through the resource center, but am still unclear. I'm hopeful that someone with more experience here can help clarify some things. I have these questions both for texts received by a 10 digit number as well as a short code, in case they are handled differently.

Here's  my general understanding of three major legs in opting out.

1) Customer sends an opt out keyword.

2) Customer gets the opt out response. Where is the opt out response sent from?
I've heard that it is generated on the carrier end. I've also heard that it should be built into the architect flow. The resource center says that the response is automatically sent by Genesys Cloud (SMS opt-out keywords - Genesys Cloud Resource Center) but not how/from where.

3) Customer should not receive any additional texts. Are there mechanisms behind the scenes that do this, or do we take steps to discontinue the sending of texts?
I've heard that for short codes, texts are blocked at the carrier level (so if one attempted to send a text, it would not go through.) I've heard that the onus is on the owner of the sending number to ensure no further texts are sent, for example by loading it to a DNC list, etc.

Additionally, we will be maintaining SMS consent in a database outside of Genesys Cloud, and so when a customer sends an opt out response, I want to be able to update that database. A once nightly file would suffice. One initial thought I had was doing a keyword search, assigning a wrap code, and then using an API to create a file looking for that wrap code (modeling off of a somewhat similar process we use with inbound voice interactions). However, I'm really interested in how others are accomplishing this. The information I would want to extract is the date/time of the opt out message and the customer phone number

Thank you!

#DigitalChannels
#Routing (ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Disregard. I found answer.

------------------------------
Mark Kastner
Gate 1 Travel
------------------------------

Original Message:
Sent: 02-28-2022 10:30
From: Robert Wakefield-Carl
Subject: SMS Opt Out Handling

You are absolutely correct on the documentation and function.  Pretty much a black whole, but like all things with physics, it follows the rules and does its job.  

Essentially, there is a catch-all mechanism in place listening for Stop, Start, and Help (maybe with some variations) and this will process any messages even if you don't have a flow in place.  This keeps the customer and Genesys Cloud TCPA compliant for SMS to a point.  Unfortunately, there is not a lot of reporting or access to this function.  You can't see what is in the list, nor make changes to it at present.  The only way to make a change in the SMS DNC is to have the end user send another message in, but if they have sent STOP - Genesys may prevent you from doing that, but I have not tested if the Agentless API will bypass that feature.

What I suggest is that this be trapped up front with a messaging flow to allow you to know what is going on and keep that information in another database what if visible and changeable.  When you design your SMS in your flow, just use a common module to check for that and other data sources before initiating the send.  

You probably have gone through this, but here you go:  https://help.mypurecloud.com/articles/regulations-for-long-codes-in-outbound-messaging-campaigns/

Attached is a sample flow for handling the Opt-out et al. 


------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-28-2022 09:43
From: Emily Kammerer
Subject: SMS Opt Out Handling

Thanks Robert, for the reply. We'll absolutely be maintaining consent, and opt out, records outside of Genesys, for the reasons you cite and more.
I'm finding the resource center pretty lacking in terms of how this all works, which may be by design - mostly, I want to make sure I'm crystal clear on what needs to happen where, and if there is anything happening in the background that I can't see - for example, if Genesys, independent of anything I set in the flow, detects an opt out keyword and take some action. I'd much rather handle it in the flow due to concerns I have about customers that opt back in. I've got my initial flow started to look for those keywords using some older community posts I dug up, which is kind of working but kind of not. I ended up opening a case with customer care to try getting some answers to my questions, so I'm hopeful their response will clear up some of this uncertaintity.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Original Message:
Sent: 02-26-2022 19:02
From: Robert Wakefield-Carl
Subject: SMS Opt Out Handling

No matter what you do in Genesys Cloud, you should keep your opt out with your customer record.  That might be a CRM or a database, but keep it someplace to prove you have permission, when you got the permission, and how you got the permission.  Use that flag in in the golden customer record before you send and SMS.  Fines are heavy for violating TCPA when it comes to SMS and you want to make sure you are texting only people you have gotten permission to text.

Genesys can look at that flag and confirm with the customer or set the flag and the other information if they opt in.  Don't just set the flag, but set the when and how along with a date.  I have seen too many times customers defend a flag, but have nothing to back it up.  Plus, this flag can be accessible to all back-end systems as well.  Don't use the internal Opt-out mechanism in Genesys along either -- setup a messaging flow that looks for the Opt-out/Stop and can write to your customer record.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 02-22-2022 09:22
From: Emily Kammerer
Subject: SMS Opt Out Handling

I'm new to the SMS channel and am doing work to prepare to begin using it later this year. One component I'm trying to wrap my head around is how specifically opt out handling works. I've had a few conversations with Genesys and looked through the resource center, but am still unclear. I'm hopeful that someone with more experience here can help clarify some things. I have these questions both for texts received by a 10 digit number as well as a short code, in case they are handled differently.

Here's  my general understanding of three major legs in opting out.

1) Customer sends an opt out keyword.

2) Customer gets the opt out response. Where is the opt out response sent from?
I've heard that it is generated on the carrier end. I've also heard that it should be built into the architect flow. The resource center says that the response is automatically sent by Genesys Cloud (SMS opt-out keywords - Genesys Cloud Resource Center) but not how/from where.

3) Customer should not receive any additional texts. Are there mechanisms behind the scenes that do this, or do we take steps to discontinue the sending of texts?
I've heard that for short codes, texts are blocked at the carrier level (so if one attempted to send a text, it would not go through.) I've heard that the onus is on the owner of the sending number to ensure no further texts are sent, for example by loading it to a DNC list, etc.

Additionally, we will be maintaining SMS consent in a database outside of Genesys Cloud, and so when a customer sends an opt out response, I want to be able to update that database. A once nightly file would suffice. One initial thought I had was doing a keyword search, assigning a wrap code, and then using an API to create a file looking for that wrap code (modeling off of a somewhat similar process we use with inbound voice interactions). However, I'm really interested in how others are accomplishing this. The information I would want to extract is the date/time of the opt out message and the customer phone number

Thank you!

#DigitalChannels
#Routing (ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------