My customer sent the word "STOP", "STOPALL", "UNSUBSCRIBE", "CANCEL", "END", or "QUIT" in response to one of my Text notifications. Now I can't send them any messages. How do they change it so they can receive messages again
Zendesk uses Twilio as our provider and by default they handle standard English-language reply messages such as "STOP", "UNSUBSCRIBE" or "CANCEL" in accordance with industry standards. When the customer sends one of the above words, they will be sent the following message:
“You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe.”
It is currently not possible to customize the default response triggered by these keywords. However, to receive messages again from your number the customer will need to reply with "START", "YES" or "UNSTOP".
You can read more about this here: Twilio support for opt-out keywords (SMS STOP filtering)