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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 over a week ago

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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