Details
We always recommend providing recipients with a way to unsubscribe from SMS, from within the SMS itself. You can do this via;
- An SMS opt-out link: A link that, when visited by the recipient, unsubscribes them from the list that your SMS was sent to. This link can be automatically added from the screen where you compose your SMS. You should use this option if you are sending the SMS from a brand name / company name.
- A reply keyword: A message instructing the recipient to reply with a certain word to opt them out of receiving SMS communications. You can also purchase a dedicated number that contacts can send the opt-out keyword to - this is useful if you want your SMS "from number" and the "opt-out number" to be different, OR if you are sending the SMS from a brand name / company name - as these don't support replies. Please contact our Support team for pricing & provisioning information.
- Contact details: Provide a message instructing the recipient to contact a specific phone number or email address to opt out of receiving SMS communications.
How-to Guide
Setting up alternate unsubscribe keywords
- Select Lists and Forms from the sidebar.
- Highlight the list you are sending SMS messages to and select Edit from the Actions dropdown.
- Click the Details option at the top right of the window, as shown.
- Select the SMS tab.
- Use the Stop / Unsubscribe Words field provided to the right to add additional words to listen out for.
- When done, click .
Inserting an opt-out link
When composing your SMS, set the Unsubscribe option to be an Opt-out link. This will append a link to the end of your SMS that recipients can use to opt-out.
Best Practice Guidelines
- Always use an opt-in process: If you collect mobile phone numbers in your forms, include a field asking if they wish to receive messages via SMS.
- Use a profile update form: If you wish to SMS existing customers, send an email asking recipients to update their profile if they wish to receive SMS messages.
- Include an opt-out option: As per the instructions above, give your recipients a way to unsubscribe.
- Be recognisable: Use a recognisable identified in your messages, so recipients know who you are. Eg. "Hi John, This is a reminder from [Company Name]..."