NextPaw support for opt-out keywords (SMS STOP filtering)
Objective:
Learn how NextPaw handles SMS opt-out requests and how to manage opt-in and opt-out keywords.
1. Standard Opt-Out Keywords
NextPaw automatically processes standard opt-out keywords in compliance with industry regulations. If a customer sends any of the following keywords in response to a message, they will be unsubscribed from future messages from your NextPaw number:
- STOP
- STOPALL
- UNSUBSCRIBE
- CANCEL
- END
- QUIT
Default Reply:
"You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe."
Once a customer replies with one of these keywords, the system creates a "blacklist" entry, preventing further messages from being sent to that customer’s phone number. When you attempt to send a message to that number, the system will return a 400 response with the error code 21610: "Message cannot be sent to the 'To' number because the customer has replied with STOP."
Important Notes
- Only single-word replies like "STOP" will trigger the block. Messages such as “STOP PLEASE” or “PLEASE CANCEL” will not trigger the block.
- The block applies only to the most recent number that messaged the recipient. If you use more than one number (e.g., Toll-Free or Long Code), you will need to handle blacklisting for each separately.
- To prevent further messages from other numbers, we recommend blacklisting numbers on your side when receiving a STOP message through your webhook.
2. Opt-In Keywords
If a customer wants to opt back in to receive messages from you, they can respond with any of the following keywords:
- START
- YES
- 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."
These replies will allow customers to re-subscribe and start receiving messages again. When a customer sends these replies, the message will be delivered to your NextPaw account and web hook, allowing you to update your application logic accordingly.
Important: NextPaw Toll-Free numbers only respond to START and UNSTOP for re-subscription.
3. Help and Info Keywords
Customers can also request help or more information by replying with HELP or INFO.
Default Reply:
"Reply STOP to unsubscribe. Msg&Data Rates May Apply."
This response provides basic helpful information about how to opt out. If you choose to customize your keyword responses, we recommend including your business name in the response for clarity.
Please note that HELP/INFO responses have not been forwarded to your webhook.
4. Messaging Services
When using a Messaging Service to send SMS messages, the following applies:
- STOP keywords: If a customer responds with any of the opt-out keywords, it will apply to all numbers in the Messaging Service.
- START keyword: Opting in with START will disable the blacklisting for the entire pool of phone numbers in the service and allow messages to resume.
NextPaw allows customization of opt-out keywords for Messaging Services, including language options and additional customization. This customization is part of NextPaw's Advanced Opt-Out feature.
5. Short Codes
NextPaw does not handle opt-out, opt-in, or help keywords for short code numbers unless they are part of a Messaging Service.
If you're using a short code, you can set up opt-out handling using Advanced Opt-Out for compliance with the regulations of your short code provider. You can also disable NextPaw’s default keyword handling and use your own system to manage these responses.
Compliance Note: Ensure that your short code is fully compliant with all industry rules and regulations regarding opt-out and opt-in, as well as help message language.
By managing these opt-out and opt-in keyword settings properly, you ensure that your business stays compliant with industry standards, providing a better customer experience while following legal requirements.
Need Help?
If you encounter any issues, please reach out to us at Support@NextPaw.com.