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, opts them out of receiving SMS communications. This link can be automatically added from the screen where you compose your SMS.
- A reply keyword: A message instructing the recipient to reply with a certain word to opt them out of receiving SMS communications.
- Contact details: Provide a message instructing the recipient to call or email a specific number or email address to opt out of receiving SMS communications.
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]..."