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  • 1.  SMS Opt Out Handling

    Posted 2 days ago

    Hi,

    We're in the process of purchasing a long code and short code through Genesys to send payment reminder SMS to existing customers. When a customer replies with an opt-out keyword (e.g., STOP), is that message routed into our Architect flow, or is it handled at the carrier layer?

    Our goal is to reliably record opt-outs for all customers. Please confirm the best approach for capturing and storing opt-out events.


    #DigitalChannels

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    Abdullah Aslam
    Senior Software Delivery, Integration Specalist
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  • 2.  RE: SMS Opt Out Handling
    Best Answer

    Posted 2 days ago

    Hi Abdullah,

    I believe its handled at the carrier level but you would still receive the message of them opting out so you can handle the opt-out event and record the opt-out.
    SMS opt-in or opt-out

    As for storing this, hopefully others in the community can advise on best practices around this or insights into how they are handling the scenario



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: SMS Opt Out Handling

    Posted 21 hours ago

    Hi Abdullah,

    As Sam mentioned, the Opt Out keywords should hit an inbound message flow so that you can handle those.  There are a few ways that I can think of to track the opt-out in Genesys Cloud.

    The first is to treat them as a Do Not Call request and use the Do Not Call functionality (APIs) within Genesys Cloud to add that number to the list.  You can then use that Do Not Call list for any future SMS campaign to make sure messages are not sent to that user.

    The other way would be to add a custom field to the External Contact that would contain their Opt-in/Opt-out status.  You could then check that field, using a Data Action in a pre-send rule for an SMS campaign.  Additionally your agents would have visibility to that on the External Contact record.

    There are probably a few other ways to do it, but those are what come to mind off the top of my head.



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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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    Original Message


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