A2P 10DLC Campaign Vetting Delays: Twilio cannot approve 10DLC Campaigns ourselves, and must rely on third parties who control our connections to carriers to sign off. These external processes are creating several week delays for our customers. We continue to escalate these issues and are working to reduce delays wherever possible. Further details will be shared in the Campaign Vetting Changes article as they become available.

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

It is possible to run multiple campaigns from a single short code, as long as all campaigns correspond to your company. For example, if you are a clothing company, you might run one campaign related to promotions on shoe sales, and have a separate campaign related to advertising for your T-shirts. However, you must give end users the option to sign up and opt-out of these campaigns individually. For example, a customer may want to subscribe to a fundraiser, but may not want news or updates.

Please note, you must always allow users to opt-out of all messaging from your short code using the keyword STOP.

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

  • Specify a keyword (example: CAMPAIGN1STOP, NEWSSTOP, etc.) that will opt the customer out of only that specific campaign. Continue to allow users to send STOP to completely opt-out of all your campaigns.
  • Present opt-out instructions at the originating service opt-in, and again at regular intervals in content or service messages. We recommend at least once per month.
  • When an end-user opts-out, deliver a final message to confirm they have opted out successfully.

Notice: At a minimum, short code programs must respond to the following universal keywords: STOP, END, CANCEL, UNSUBSCRIBE, and QUIT. No additional messages may be sent after the user indicates a desire to cancel a short code program.

Any message that begins with the above keywords must be treated as a full opt out. For this reason, opt out keywords such as STOPCAMPAIGN1 or STOPNEWS are considered non-compliant by Twilio and the mobile carriers.

For full details, please see our article Industry Standards for short code HELP and STOP.

Single Campaign Opt-out Example

  1. Your short code sends the following message:
    Thank you for subscribing to CAMPAIGN1. Reply CAMPAIGN1STOP to unsubscribe from this program, or STOP to cancel all messages from us.
  2. End user replies: CAMPAIGN1STOP.
  3. Your short code responds with the following message:
    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.

All Campaigns Opt-out Example

  1. Your short code sends the following message:
    Thank you for subscribing to CAMPAIGN1. Reply CAMPAIGN1STOP to unsubscribe from this program, or STOP to cancel all messages from us.
  2. End user replies: STOP
  3. Your short code responds with the following message:
    You are unsubscribed from all COMPANY NAME updates. No more messages will be sent. Reply HELP for help, contact us at {Support Email Address} or {Support Toll Free Phone Number}.
Have more questions? Submit a request
We can’t wait to see what you build.
Powered by Zendesk