My customer sent the word
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
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
INFO are also key words.
Twilio does not forward HELP/INFO messages to your incoming message webhook. So these one word messages will not create tickets in your Zendesk account.
For more information, see this article from Twilio's Help Center: Twilio support for opt-out keywords (SMS STOP filtering).
Is there another alternative to opting in or out of text? For instance on the end-user profile in Guide?
There is no option to opt-out in SMS from the user profile in Guide because this functionality is tied with our Zendesk Talk provider Twilio. When an end-user reply to the SMS using the keywords mentioned above it is sent to Twilio and in accordance with industry standards, they will opt-out from receiving SMS.
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