Genesys Cloud - Main

We are testing SMS using a long code number. 

After receiving the SMS, if we send the opt-out key "STOP" we get the following response.

"You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe."

Can you customize this response, and how? 

I built an inbound message flow. Added a switch to detect the word "STOP" or "Stop" and send an auto-response with a customized message. Attached is a screenshot of the inbound message flow. However, We continue to receive the stand response, "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe." 

The customized message is not sent out. 

I opened a ticket with Support. The support tech says we should be able to customize the message, but it is not working. 

Any help is appreciated. 

Thanks

Don't think that is possible.

The STOP/START functionality is on the SMS aggregator level and the message can't be customized even though the STOP message is passed to Genesys. When the agent replies to the STOP message, he/she gets an error that the delivery failed.

You can test it easily with your handset. In Performance -> Interactions View include columns: 

Delivery status (Delivery Failed)

Delivery status confirmation (Recipient Opted Out)

Once the STOP is sent from the handset, all communication is blocked and can be resumed only when START is sent from the same handset. 

We are testing SMS using a long code number. 

After receiving the SMS, if we send the opt-out key "STOP" we get the following response.

"You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe."

Can you customize this response, and how? 

I built an inbound message flow. Added a switch to detect the word "STOP" or "Stop" and send an auto-response with a customized message. Attached is a screenshot of the inbound message flow. However, We continue to receive the stand response, "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe." 

The customized message is not sent out. 

I opened a ticket with Support. The support tech says we should be able to customize the message, but it is not working. 

Any help is appreciated. 

Thanks

Thank you Tatjana for your quick response and confirmation. 

Yes, we are able to see the results and Opt-Outs in Interaction view. 

Do you think when we get the Shot-Code we can customize the responses for "STOP" message. 

Thanks

Don't think that is possible.

The STOP/START functionality is on the SMS aggregator level and the message can't be customized even though the STOP message is passed to Genesys. When the agent replies to the STOP message, he/she gets an error that the delivery failed.

You can test it easily with your handset. In Performance -> Interactions View include columns: 

Delivery status (Delivery Failed)

Delivery status confirmation (Recipient Opted Out)

Once the STOP is sent from the handset, all communication is blocked and can be resumed only when START is sent from the same handset. 

We are testing SMS using a long code number. 

After receiving the SMS, if we send the opt-out key "STOP" we get the following response.

"You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe."

Can you customize this response, and how? 

I built an inbound message flow. Added a switch to detect the word "STOP" or "Stop" and send an auto-response with a customized message. Attached is a screenshot of the inbound message flow. However, We continue to receive the stand response, "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe." 

The customized message is not sent out. 

I opened a ticket with Support. The support tech says we should be able to customize the message, but it is not working. 

Any help is appreciated. 

Thanks

Hi Velmani,

You are welcome :-) 

Yes, for SMS short codes, you must respond compliantly to "STOP" keyword . From the resource center at 
https://help.mypurecloud.com/articles/genesys-cloud-us-short-code-application/ 
you can find the links to the documents regarding the regulations and compliance for short codes for the US, Canada (UK as well). 

Thanks,

Thank you Tatjana for your quick response and confirmation. 

Yes, we are able to see the results and Opt-Outs in Interaction view. 

Do you think when we get the Shot-Code we can customize the responses for "STOP" message. 

Thanks

Don't think that is possible.

The STOP/START functionality is on the SMS aggregator level and the message can't be customized even though the STOP message is passed to Genesys. When the agent replies to the STOP message, he/she gets an error that the delivery failed.

You can test it easily with your handset. In Performance -> Interactions View include columns: 

Delivery status (Delivery Failed)

Delivery status confirmation (Recipient Opted Out)

Once the STOP is sent from the handset, all communication is blocked and can be resumed only when START is sent from the same handset. 

We are testing SMS using a long code number. 

After receiving the SMS, if we send the opt-out key "STOP" we get the following response.

"You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe."

Can you customize this response, and how? 

I built an inbound message flow. Added a switch to detect the word "STOP" or "Stop" and send an auto-response with a customized message. Attached is a screenshot of the inbound message flow. However, We continue to receive the stand response, "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe." 

The customized message is not sent out. 

I opened a ticket with Support. The support tech says we should be able to customize the message, but it is not working. 

Any help is appreciated. 

Thanks