SMS opt-in or opt-out keywords

You can send any of the following single word messages to Genesys Cloud, as SMS, to opt in or opt out from receiving messages from the service number, or receive related information.

  • STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT: The customer no longer receives messages from the service number.
  • START, YES, and UNSTOP: The customer starts receiving messages from the service number again.
  • HELP and INFO: The sender receives information about the opt-in and out messages.

Genesys Cloud does not route HELP and INFO messages for long codes or toll-free numbers, but does route these messages for short codes. Genesys Cloud attempts to route all other opt-out keywords. If you don’t want these messages routed to agents, then you can configure your message flow in Architect to filter out these messages. Use the decision action to check the contents of the message using the Message.Message.Body variable.

Note: If the interaction is already waiting in queue or connected to an agent, then the agent still receives opt-out messages because the interaction does not go through the Architect flow.