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Consent Management for SMS

Heather
  • Updated
 
When sending SMS marketing campaigns using SMS, all recipients must be given prior consent to receive such campaigns. This may have been via their online account on your website, in-store in-person, or another interaction. Your Target Group should not have any recipients who have not explicitly given their consent to receiving such correspondence.
 
When sending out SMS campaigns, it's important, therefore, to include a method for your customer to opt out of receiving marketing campaigns via SMS. 
 
You have two options for handling opt-outs:
  1. One-Way Opt-Out
  2. Two-Way Opt-Out

 

One-Way Opt-Out

One-way Opt-Out works best for Short Codes (e.g., 55555) or Toll-Free numbers (e.g., (888) 123-4567). If you send SMS using a Short Code, you must use one-way opt-out, as this type of number does not support two-way messaging. 

One-way opt-out allows you to add a link to your SMS or MMS template, which the customer can click on to start the opt-out flow.

When a customer clicks the opt-out link, they are taken to a confirmation page where they are asked to confirm that they want to opt out. Upon confirmation, they are taken to a page that displays a confirmation message to the customer that they have successfully opted out of future marketing campaigns.

To configure and customize your One-Way Opt-Out process, learn more here. 

 

Two-Way Opt-Out

Two-way Opt-Out works best for all other numbers, including Toll-Free and 10-DLC numbers (e.g., (123) 456-7890). Two-way messaging, allows you to send, receive, and respond to messages. This includes the ability for clients to opt-out using keywords. 

 
For example: “To opt out of future marketing correspondence please reply to this message with STOP”.
 
Recipients of marketing messages can opt out at any time, by simply responding to a received marketing message with the following opt-out keyword: “STOP”.
 
Once SMS receives that incoming message, we will scan the contents of that message for the opt-out keyword, and if one is found, we will mark that recipient as having opted out of future marketing correspondence.
 
 

Important notes:

SMS will receive the incoming message via the connection with your SMS Partner. You will need to make sure that your configuration is set up to handle 2-way communication.

 
Their customer profile table in Optimove will be updated to reflect the change in subscription status and the customer will no longer be eligible to receive marketing correspondence in the future.
 

Please note:

French Market and Sinch

When operating in the French market and using our integration with Sinch, please be aware that opting out while using shortcodes may cause some issues around the opt-out process.


Since shortcodes may be used by different brands, the STOP message the customer has sent would be associated with the brand that last reached out.


For further questions, please contact your Optimove or Sinch CSM.

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