From the 8x8 Admin Console SMS page, you can manage the shared opt-out list for UC SMS. Available actions include:
View numbers that are currently opted out.
Add one or more numbers manually, separated by commas, and include a note for context.
Import numbers in bulk from a CSV file using the provided template.
Remove numbers.
Export the full list to a CSV file.
Search for any phone number in the list.
Filter opted-out numbers by how they were added.
Numbers are added to the Opt-Out List in one of two ways:
An administrator adds them manually.
A recipient texts one of the configured opt-out keywords.
Note
This list applies to UC SMS only. It is not shared with 8x8 Contact Center or CPaaS.
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View and manage phone numbers that have opted out of receiving SMS messages in the 8x8 Admin Console. Use Import to bulk-add numbers, Add number to add individually, or delete an entry to restore message delivery to that number
Add numbers to the Opt-Out List
To manually add an opted-out number:
Log in to 8x8 Admin Console.
From the menu, navigate to the SMS page.
Go to the Opt-Out List section at the bottom of the page.
Select Add number in the upper-right of the table.
Enter the opted-out number and add an optional note for context.
Select Add number.
The number is automatically added to the list.
Add a phone number manually to the SMS opt-out list by entering the number with the country code and optional notes. Numbers added to the list cannot receive outbound SMS messages until they opt back in
Import a list of opted-out numbers
Log in to 8x8 Admin Console.
From the menu, navigate to the SMS page.
Go to the Opt-Out List section at the bottom of the page.
Select Add number in the upper-right of the table.
Select Import in the upper-right corner of the table.
If needed, select Download template to ensure your CSV file is in the correct format. Upload your CSV file
Select Import.
The numbers are automatically added to the list.
Import opted-out phone numbers in bulk to the SMS opt-out list by uploading a CSV file in 8x8 Admin Console. Download the template first to ensure the correct format
Remove a number from the Opt-Out List
Log in to 8x8 Admin Console.
From the menu, navigate to the SMS page.
Go to the Opt-Out List section at the bottom of the page.
Search for the number you want to remove.
Select Remove from opt-out
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list in the number row.
The number is automatically removed from the list, restoring the ability to send outbound SMS messages to that recipient.
Select Remove from opt-out list to remove a phone number from the SMS opt-out list in 8x8 Admin Console, restoring the ability to send outbound SMS messages to that recipient
Download the Opt-Out List
Log in to 8x8 Admin Console.
From the menu, navigate to the SMS page.
Go to the Opt-Out List section at the bottom of the SMS page.
Select the download
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icon in the upper-right corner of the table to save the full opt-out list to a CSV file.
Enable automated SMS opt-out management
SMS opt-out compliance requires that SMS campaigns respect whether a consumer or end recipient wants to receive messages. Campaign administrators must obtain explicit consent before sending campaign text messages. Recipients can opt out at any time, typically by verbal notice or by texting a trigger word such as "STOP" or "UNSUBSCRIBE." Customers must honor these requests to remain compliant.
Administrators can now manage this opt-out compliance automatically. During SMS campaign registration, administrators define opt-out, opt-in, and help keywords. This keyword list can be updated at any time, and 8x8 relies on it to enforce the feature. If a recipient texts a configured opt-out keyword, 8x8 adds that number to the Opt-Out List and blocks further messages to it. If the number later texts a configured opt-in keyword, 8x8 removes it from the Opt-Out List and messaging resumes.
Customer administrators can also specify custom keywords. If a recipient texts one of these designated words, their number is automatically placed on the opt-out list.
Note:
A trigger word must be sent as a standalone message. A keyword embedded in a full sentence, such as "Can you stop calling me?", will not trigger the opt-out action. It's recommended to include the standard default keywords below.
Keyword type | Effect | Default/recommended keywords |
|---|---|---|
Inbound Opt-Out | Triggers an org-wide block on the recipient number, enforced for all 8x8 Work users regardless of how the number is entered. STOP, | STOP, UNSUBSCRIBE, CANCEL, END, or QUIT |
Inbound Opt-In | Clears the block and restores messaging for all 8x8 Work users. Timestamp and method are logged. | START, UNSTOP, YES, or SUBSCRIBE |
Inbound Help | Triggers an automated help response. Does not affect opt-out status, and works for opted-out numbers too. | HELP or INFO |