The OptiText settings page is your hub for configuring all SMS and WhatsApp messaging channels. This page allows you to manage your provider configurations, set up automated keyword responses (like "STOP" or "HELP"), and review delivery error logs for troubleshooting.
Prerequisites
- You must have an Admin role to access the OptiText settings.
- Configuration of SMS and WhatsApp providers is a technical process typically completed during onboarding.
Navigating to OptiText Settings
- Click the Settings icon in the main navigation menu.
- Under the Channels category, select OptiText.
A Guide to the OptiText Screen
The page is organized into four main tabs: SMS Config, Auto Replies, Error Log, and WhatsApp Config.
SMS Config
This tab displays the core technical configuration for your SMS providers (e.g., Sinch, Infobip, Twilio). Only one provider can be active at a time for sending messages.
Auto Replies
This is where you manage automated responses for incoming messages on your SMS and WhatsApp channels. It is critical for handling compliance keywords like "STOP" and providing customer support with keywords like "HELP".
How to Add or Edit an Auto-Response
- From the Auto Replies tab, click + New Response or click the pencil icon (
✎) on an existing rule. - The "Edit Response" screen will appear.
- Configure the rule:
- Action Type: Choose what the system should do.
- Unsubscribe recipient and send reply: (Recommended for "STOP") Opts the user out and sends a confirmation.
- Resubscribe recipient and send reply: (Recommended for "START" or "UNSTOP") Opts the user back in.
- Send reply only: (Recommended for "HELP") Sends a reply without changing subscription status.
- Response if no keywords match: (For the "Unknown" rule) A fallback response.
- Channels: Select which channels this rule applies to (e.g., SMS, WhatsApp).
- Keywords: Add the words that will trigger this response (e.g., "stop", "unsubscribe").
- Response: Write the exact message you want to send back to the user.
- Action Type: Choose what the system should do.
- Click Save.
Important: As shown in the main screenshot, you must add a response message to your "Opt Out" and "Help" rules. Failing to provide a reply can lead to a poor customer experience and may not be compliant with telecommunication regulations.
Error Log
This tab provides a log of any errors that occurred during the sending of SMS or WhatsApp messages. This is a crucial diagnostic tool for troubleshooting campaign delivery failures. It displays the gateway, status code, and a specific error message for each failed send.
WhatsApp Config
This tab displays the core technical configuration for your WhatsApp provider.