Genesys Cloud - Main

Hello,

Am I able to trigger a data action when a customer says a key word (and only a key word) such as "STOP"? I want to update their contact preferences in our system via API if they reply to a SMS campaign with "STOP" or any of the other opt out keywords. Is this possible?

Thank you 

The black hole of SMS STOP messages is an ongoing pain in my side.  Not sure what Genesys was thinking with what they put into GCx.  Only users can Start again and we have no visibility into the mechanism.  Best I can give you is to flag it in the CRM with the trigger and a workflow like you describe using the Transcriptions Topic (not part of the UI at this time, so only through the API) and have the workflow run a data action based on the phone number.  You can't really activate the STOP on behalf of the customer, so except for campaigns, you can't really stop anyone from sending that person a text.  I guess you could listen for the Stop them send the caller a text asking them to send you a STOP back -- I am sure that will go over really well!!!

Hello,

Am I able to trigger a data action when a customer says a key word (and only a key word) such as "STOP"? I want to update their contact preferences in our system via API if they reply to a SMS campaign with "STOP" or any of the other opt out keywords. Is this possible?

Thank you 

Robert,

Thank you for the reply. That is basically what I ended up doing. Using a switch to listen to the key words for opt out and opt in, then running a data action which updates my CRM. 

Thank you

The black hole of SMS STOP messages is an ongoing pain in my side.  Not sure what Genesys was thinking with what they put into GCx.  Only users can Start again and we have no visibility into the mechanism.  Best I can give you is to flag it in the CRM with the trigger and a workflow like you describe using the Transcriptions Topic (not part of the UI at this time, so only through the API) and have the workflow run a data action based on the phone number.  You can't really activate the STOP on behalf of the customer, so except for campaigns, you can't really stop anyone from sending that person a text.  I guess you could listen for the Stop them send the caller a text asking them to send you a STOP back -- I am sure that will go over really well!!!

Hello,

Am I able to trigger a data action when a customer says a key word (and only a key word) such as "STOP"? I want to update their contact preferences in our system via API if they reply to a SMS campaign with "STOP" or any of the other opt out keywords. Is this possible?

Thank you