Genesys Cloud - Main

Hi all,

I'm in the process of designing an outbound SMS campaign, and I understand that regulations require messages to be sent only to customers who explicitly opt in. My plan is to send an initial SMS requesting consent, where customers who reply with Y/Yes would be considered opted in - which works fine.

However, during testing with BYO SMS (Twilio), I noticed that opt-out replies (NO/N/STOP) never reach the Architect flows. It appears these responses are being intercepted at the carrier level.

My question is: Is carrier-level handling of opt-out responses the same for all types of SMS numbers (short code, long code, and BYO SMS)?
If so, what is the recommended approach to detect and record when a customer has opted out?

Thanks.

Hello Abdullah,

To answer your question. Yes. 

Now carrier level handling of opt-out responses is consistent across all SMS number types. This is a regulatory requirement and industry-standard practice implemented by all carriers to ensure immediate consumer protection. When a customer sends STOP or similar opt-out keywords, the carrier intercepts these before they reach your application to ensure immediate opt-out processing. 

You can track opt-out with a couple of different tools. The first being a webhook integration. If using Twilio, implementing webhooks to receive opt out notifications. Most SMS providers offer webhook notifications for status changes, including opt out. 

The second being regular list sync. By this I mean maintain a centralized opt-out database. Include clear opt out instructions in your messages. Then regularly validate your contact list against your opt out database before sending campaigns. 

Cheers, 

Hi all,

I'm in the process of designing an outbound SMS campaign, and I understand that regulations require messages to be sent only to customers who explicitly opt in. My plan is to send an initial SMS requesting consent, where customers who reply with Y/Yes would be considered opted in - which works fine.

However, during testing with BYO SMS (Twilio), I noticed that opt-out replies (NO/N/STOP) never reach the Architect flows. It appears these responses are being intercepted at the carrier level.

My question is: Is carrier-level handling of opt-out responses the same for all types of SMS numbers (short code, long code, and BYO SMS)?
If so, what is the recommended approach to detect and record when a customer has opted out?

Thanks.

Thank you @Cameron Tomlin. 

Regarding the second option, is it still dependent on the first?
To build a sync list and identify customers who opted out, I would still need access to the opt-out list from the SMS provider, correct?

Also, if I purchase the SMS number directly from Genesys, is there a way to receive the opt-out messages, or can Genesys pass that information to me upon request?

Hello Abdullah,

To answer your question. Yes. 

Now carrier level handling of opt-out responses is consistent across all SMS number types. This is a regulatory requirement and industry-standard practice implemented by all carriers to ensure immediate consumer protection. When a customer sends STOP or similar opt-out keywords, the carrier intercepts these before they reach your application to ensure immediate opt-out processing. 

You can track opt-out with a couple of different tools. The first being a webhook integration. If using Twilio, implementing webhooks to receive opt out notifications. Most SMS providers offer webhook notifications for status changes, including opt out. 

The second being regular list sync. By this I mean maintain a centralized opt-out database. Include clear opt out instructions in your messages. Then regularly validate your contact list against your opt out database before sending campaigns. 

Cheers, 

Hi all,

I'm in the process of designing an outbound SMS campaign, and I understand that regulations require messages to be sent only to customers who explicitly opt in. My plan is to send an initial SMS requesting consent, where customers who reply with Y/Yes would be considered opted in - which works fine.

However, during testing with BYO SMS (Twilio), I noticed that opt-out replies (NO/N/STOP) never reach the Architect flows. It appears these responses are being intercepted at the carrier level.

My question is: Is carrier-level handling of opt-out responses the same for all types of SMS numbers (short code, long code, and BYO SMS)?
If so, what is the recommended approach to detect and record when a customer has opted out?

Thanks.

Yes, to maintain an accurate opt out database you need access to the opt out info from your provider. 

Regarding Genesys SMS numbers and opt out handling, Genesys maintains ownership of SMS keyword compliance. The system automatically recognizes opt out words and when a customer opts out their number is added to a suppression list. The system then sends and ack confirming their opt out status.  

Tracking with with Genesys:

1. THe system maintains a suppression list that you can access.
2. You can monitor delivery receipts for messages
3. you can integrate this information with you CRM or databases through APIs. 

Hope this helps. 

Thank you @Cameron Tomlin. 

Regarding the second option, is it still dependent on the first?
To build a sync list and identify customers who opted out, I would still need access to the opt-out list from the SMS provider, correct?

Also, if I purchase the SMS number directly from Genesys, is there a way to receive the opt-out messages, or can Genesys pass that information to me upon request?

Hello Abdullah,

To answer your question. Yes. 

Now carrier level handling of opt-out responses is consistent across all SMS number types. This is a regulatory requirement and industry-standard practice implemented by all carriers to ensure immediate consumer protection. When a customer sends STOP or similar opt-out keywords, the carrier intercepts these before they reach your application to ensure immediate opt-out processing. 

You can track opt-out with a couple of different tools. The first being a webhook integration. If using Twilio, implementing webhooks to receive opt out notifications. Most SMS providers offer webhook notifications for status changes, including opt out. 

The second being regular list sync. By this I mean maintain a centralized opt-out database. Include clear opt out instructions in your messages. Then regularly validate your contact list against your opt out database before sending campaigns. 

Cheers, 

Hi all,

I'm in the process of designing an outbound SMS campaign, and I understand that regulations require messages to be sent only to customers who explicitly opt in. My plan is to send an initial SMS requesting consent, where customers who reply with Y/Yes would be considered opted in - which works fine.

However, during testing with BYO SMS (Twilio), I noticed that opt-out replies (NO/N/STOP) never reach the Architect flows. It appears these responses are being intercepted at the carrier level.

My question is: Is carrier-level handling of opt-out responses the same for all types of SMS numbers (short code, long code, and BYO SMS)?
If so, what is the recommended approach to detect and record when a customer has opted out?

Thanks.

This helped. Thank you. 

One last thing, where can I find this suppression list and is there documentation on how to access it?

Yes, to maintain an accurate opt out database you need access to the opt out info from your provider. 

Regarding Genesys SMS numbers and opt out handling, Genesys maintains ownership of SMS keyword compliance. The system automatically recognizes opt out words and when a customer opts out their number is added to a suppression list. The system then sends and ack confirming their opt out status.  

Tracking with with Genesys:

1. THe system maintains a suppression list that you can access.
2. You can monitor delivery receipts for messages
3. you can integrate this information with you CRM or databases through APIs. 

Hope this helps. 

Thank you @Cameron Tomlin. 

Regarding the second option, is it still dependent on the first?
To build a sync list and identify customers who opted out, I would still need access to the opt-out list from the SMS provider, correct?

Also, if I purchase the SMS number directly from Genesys, is there a way to receive the opt-out messages, or can Genesys pass that information to me upon request?

Hello Abdullah,

To answer your question. Yes. 

Now carrier level handling of opt-out responses is consistent across all SMS number types. This is a regulatory requirement and industry-standard practice implemented by all carriers to ensure immediate consumer protection. When a customer sends STOP or similar opt-out keywords, the carrier intercepts these before they reach your application to ensure immediate opt-out processing. 

You can track opt-out with a couple of different tools. The first being a webhook integration. If using Twilio, implementing webhooks to receive opt out notifications. Most SMS providers offer webhook notifications for status changes, including opt out. 

The second being regular list sync. By this I mean maintain a centralized opt-out database. Include clear opt out instructions in your messages. Then regularly validate your contact list against your opt out database before sending campaigns. 

Cheers, 

Hi all,

I'm in the process of designing an outbound SMS campaign, and I understand that regulations require messages to be sent only to customers who explicitly opt in. My plan is to send an initial SMS requesting consent, where customers who reply with Y/Yes would be considered opted in - which works fine.

However, during testing with BYO SMS (Twilio), I noticed that opt-out replies (NO/N/STOP) never reach the Architect flows. It appears these responses are being intercepted at the carrier level.

My question is: Is carrier-level handling of opt-out responses the same for all types of SMS numbers (short code, long code, and BYO SMS)?
If so, what is the recommended approach to detect and record when a customer has opted out?

Thanks.