NextPaw support for opt-out keywords (SMS STOP filtering)

PRO-TIP: If you'd like for your customer to opt back in, you can ask them to send a message to you that says 'Start' 'Unstop' or 'Yes' - this will allow you to exchange messages with the customer again.

By default, NextPaw handles standard English-language reply messages such as STOP, UNSTOP, UNSUBSCRIBE or CANCEL for Toll-Free and Long Code messages, in accordance with industry standards. These keywords trigger automatic standard replies from NextPaw. This guide is intended to list the supported opt-out and opt-in keywords for NextPaw Programmable Messaging service.

STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT

Default reply: You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe.

Any of these STOP keyword replies will prevent a customer from receiving new messages from the NextPaw phone number they're responding to. When NextPaw receives one of these replies, we will create a "blacklist" entry on our side, and then pass the message on to your webhook. Once we have a blacklist entry for a particular recipient phone number, any future attempts to message them will be met with a 400 response from our API, along with Error Code 21610 - Message cannot be sent to the 'To' number because the customer has replied with STOP. Recipients can disable this message stop, and resume receiving messages with the START, YES, or UNSTOP commands as outlined below.

Only single-word messages will trigger the block. So, for example, replying STOP will stop the customer from receiving messages from that particular NextPaw number, but replying "STOP PLEASE" or "PLEASE CANCEL" will not. Further, the block works and is logged even if your number currently has no messaging request URL.

Please note that these STOP keyword replies only apply to the most recent number that messaged the recipient. If you are using more than one Toll-Free number or Long Code for sending messages, you must take additional action separate from NextPaw to prevent these customers from receiving messages from your other numbers. We recommend "blacklisting" numbers on your side when one of these message responses is received at your webhook.

START, YES and UNSTOP

Default reply: You have successfully been re-subscribed to messages from this number. Reply HELP for help. Reply STOP to unsubscribe. Msg&Data Rates May Apply.

Any of these replies will opt customers back in to the messages coming from a NextPaw Long Code. These messages will also be delivered to your NextPaw account, and the defined web hook, so you can update your application logic.

Notice: NextPaw Toll-Free numbers only respond to START and UNSTOP for re-subscribe.

HELP and INFO

Default reply: Reply STOP to unsubscribe. Msg&Data Rates May Apply.

These keywords should return basic helpful information, such as how to opt out. If you customize your keyword responses using Advanced Opt-Out, we recommend incorporating your business name in this reply as well.

NextPaw does not forward HELP/INFO messages to your incoming message webhook.

Messaging Services

When using a Messaging Service to send SMS messages, any STOP keyword replies will apply to the entire pool of phone numbers in the Messaging Service. Similarly, a START keyword will disable our blacklisting for the entire Messaging Service, and allow messages to this recipient once more.

It is possible to customize opt-out keywords and responses for a Messaging Service. For example, you can change the default keywords and replies, and add support for additional languages. Short Codes

By default, NextPaw will not handle opt-out, opt-in or help keywords for short code numbers, unless the short code has been added to a Messaging Service.

If you are using a Messaging Service, you can configure your keywords using Advanced Opt-Out to match the compliant opt-out, opt-in and help message language from your short code application. You can also choose to disable NextPaw’s keyword handling altogether and use your own system.

It is very important to ensure that your short code is compliant to all industry rules and regulations for opt-out handling.