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Set country rules for your SMS opt-out messages
Set country rules for your SMS opt-out messages

Set up specific auto-replies for unsubscribe-related SMS messages received from customers in Canada, the USA, and France.

Gareth Burroughes avatar
Written by Gareth Burroughes
Updated this week

Most countries in the world have the same rule: when a customer opts-out, don't contact them again. However, Canada, the United States, and France all require you to reply to your customers and confirm the SMS opt-out was received.


Set auto-replies for SMS messages from Canada

To set your auto-reply country rules for unsubscribe-related SMS messages received from Canada:

  1. Expand the User menu, go to Settings > SMS > SMS settings and select the Country rules tab.

  2. Under the Canada section, select the edit icon.

    country-rules.png

  3. For From name, use the drop-down menu to select the from name or number of your SMS response.

    For Canada this must be a toll free number or short code that you have purchased.

  4. To turn on your SMS auto-replies, for Status, select ACTIVE. To turn off, select INACTIVE.

    For Canada you must send an opt-out confirmation message after your contact opts out. For toll-free numbers, the network automatically sends a confirmation message for you, so no action is needed. But if you send your message from a short code, you must activate and enter an opt-out confirmation message.

  5. Under the heading Message, edit the reply template for each of the trigger words.

    Available trigger words are:

    • STOP
      And variants.

    • HELP

    • UNSTOP
      And variants.

    • ARRET

    • AIDE

    • INFO

    Personalise the templates for each.

    message-edit.png

  6. Select SAVE.


Set auto-replies for SMS messages from France

To set your auto-reply country rules for SMS messages received from France:

  1. Expand the User menu, go to Settings > SMS > SMS settings and select the Country rules tab.

  2. Under the France section, select the edit icon.

    country-rules-fr.png
  3. For From name, use the drop-down menu to select the from name or number of your SMS response.

  4. To turn on your SMS auto-replies, for Status, select ACTIVE. To turn off, select INACTIVE.

  5. Under the heading Message, edit the reply template for the STOP trigger word.

    message-edit-fr.png

  6. Select SAVE.

Set auto-replies for SMS messages from the US

To set your auto-reply country rules for unsubscribe-related SMS messages received from the United States:

  1. Expand the User menu, go to Settings > SMS > SMS settings and select the Country rules tab.

  2. Under the United States section, select the edit icon.

    country-rules.png

  3. For From name, use the drop-down menu to select the from name or number of your SMS response.

    For the US this must be a toll free number or short code that you have purchased.

  4. To turn on your SMS auto-replies, for Status, select ACTIVE. To turn off, select INACTIVE.

    For the US you must send an opt-out confirmation message after your contact opts out. For toll-free numbers, the network automatically sends a confirmation message for you, so no action is needed. But if you send your message from a short code, you must activate and enter an opt-out confirmation message.

  5. Under the heading Message, edit the reply template for each of the three trigger words.

    There are three boxes: STOP, HELP, and UNSTOP. Personalise the templates for each.

    message-edit.png

  6. Select SAVE.

Replies are charged at standard rates

All replies are charged at the standard rates for all the above countries.

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