Turn on automated opt-in and opt-out handling for your North America SMS campaigns.
Overview
8x8 UC SMS can automatically manage opt-outs and opt-ins for your SMS campaigns. When enabled, the system tracks any number that texts an opt-out keyword (such as STOP) and prevents every number in the campaign from messaging it until the recipient opts back in. You can also have 8x8 send automated confirmation messages on your behalf when a keyword is triggered. This article explains how to enable the feature and what each setting does.
Note
Automated SMS opt-out management applies only to UC SMS campaigns using numbers in North America, and you must already have a brand and campaign created.
Applies To
8x8 Admin Console
8x8 UC SMS
SMS campaigns (North America)
Before You Begin
You need access to the SMS page in the 8x8 Admin Console.
Enabling Automated Opt-In/Opt-Out Management can be done in existing or new campaigns.
Your campaign numbers must be located in North America.
Important
Enabling Automated Opt-In/Opt-Out Management is permanent. Once enabled and saved, it cannot be turned off in the Admin Console. If you need to disable it later, contact 8x8 Support.
Open the SMS Page
Log in to the 8x8 Admin Console.
From the Home page, under Phone System, click SMS.
Confirm you already have a brand and campaign created.
Scroll to the bottom of the campaign page to find the Automated Opt-In/Out Management settings.
Enable Automated Opt-In/Opt-Out Management
The first toggle, Enable Automated Opt-In/Opt-Out Management, turns the feature on. Once it is on, the system starts tracking any number that opts out, and recipients can opt back in through the same mechanism.
Turn on Enable Automated Opt-In/Opt-Out Management.
Click Save.
Important
This is a one-way setting. Once enabled and saved, it is permanent and cannot be turned off from the Admin Console.
Configure Keywords and Messages
When automated management is on, opt-in and opt-out are driven by the keywords configured for your campaign. Under Campaign and Content Attributes, set:
Opt-in keywords (for example, START) and the Opt-in message (for example, "Reply STOP to opt out.").
Opt-out keywords (for example, STOP) and the Opt-out message (for example, "Sorry to see you go!").
Help keywords (for example, HELP) and the Help message (for example, "How can we help?").
Note
Help keywords don't affect opt-in and opt-out settings, but they can still affect the automated trigger messages detailed below.
When a recipient texts an opt-out keyword to any number in the campaign, that number is added to the opt-out list, and no campaign number can message it until the recipient opts in again with an opt-in keyword — or an admin removes them from the opt-out list.
Enable Automated Trigger Messages (Optional)
The second toggle, Enable Automated Trigger Messages, controls whether 8x8 automatically sends the configured messages on your behalf when a keyword is triggered. You can keep it on or off while Automated Opt-In/Out Management is on.
When it is on: if an end user messages a campaign number, the configured message is sent automatically (for example, telling them they can reply STOP to opt out). When they text STOP, the opt-out message (for example, "Sorry to see you go") is sent, typically inviting them to reply START to opt back in.
Turn Enable Automated Trigger Messages on or off as needed.
Click Save.
Additional Information
For related information, see the "Manage the Opt-Out List" article, which covers viewing, adding, importing, removing, and exporting numbers on the shared UC SMS opt-out list.