Allowing end users to opt-out of individual parts of a multiple program short code campaigns

End users may subscribe to multiple campaigns running on one short code but then may want to unsubscribe from a particular campaign.

If an end user wants to opt-out of only one campaign, make sure your campaign follows the below guidelines and implement the opt-out flow as follows.  

  • Specify a keyword (e.g., STOPCAMPAIGN1) that will opt the customer out of a particular campaign and use “STOP” to opt out of all campaigns.
  • Display opt-out instructions at the program opt-in and at regular intervals in content or service messages, at least once per month.
  • Deliver one final message to confirm a user has opted out successfully, but no additional messages may be sent after the user indicates a desire to cancel a short code program.

Example:

Your short code sends: {Campaign Name 1}. Make sure to stop by our new store opening at the end of the year! Reply STOPCAMPAIGN1 to cancel or STOP to cancel all programs.

End user replies: STOPCAMPAIGN1

Your short code sends: You are unsubscribed from CAMPAIGN1. No more messages will be sent from this program. Reply HELP for help or more help at {Support Email Address} or {Support Toll Free Phone Number}. Reply STOP to cancel all programs.

In addition, all short code programs must acknowledge and respect customer requests to opt out. At a minimum, short code programs must respond to, universal keywords STOP, END, CANCEL, UNSUBSCRIBE, and QUIT by sending an opt-out message and, if the user is subscribed, by opting the user out of the program.

Example:

End user sends: STOP

Your short code replies: You are unsubscribed from {Campaign Name}. No more messages will be sent. Reply HELP for help or more help at {Support Email Address} or {Support Toll Free Phone Number}.

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