Announced on	Effective date	Aha! idea
2024-11-11	-	-

In a future release, Genesys Cloud will update its opt-out detection logic to more accurately identify when individuals want to stop receiving SMS messages for United States Shortcode programs. The system will only recognize single-word commands like STOP, QUIT, CANCEL, END, and UNSUBSCRIBE, in addition to adding support for REVOKE and OPTOUT as valid options to refuse or withdraw participation in such requests. Currently, any message that contains an opt-out keyword at the start of the message content triggers an opt-out response and adds the device to the suppression list, regardless of the customer intent. While this update reflects a temporary change to some valid opt-out requests; for example, “STOP texting” will no longer trigger an opt-out request, in a future update Genesys will implement AI-powered sentiment analysis to better understand customer intent across all message variations.