Genesys Cloud – Improved detection of SMS opt-out requests

In a future release, Genesys Cloud will enhance SMS opt-out handling by expanding detection beyond single keywords to better identify phrases that indicate an individual is requesting to revoke consent.

What’s changing

Genesys Cloud will analyze inbound SMS messages using an expanded set of predefined opt-out phrases across multiple languages, in addition to single keywords such as STOP and UNSUBSCRIBE. Message content is evaluated against these predefined phrases, and when a match is identified, the message is treated as an opt-out request.

When an opt-out request is detected, Genesys Cloud automatically updates suppression tables and generates an event in the Operations Console indicating that the number has been opted out.

Why this matters

This feature helps organizations more consistently identify and act on opt-out requests, even when individuals do not use single keywords. It also reduces the need for manual review, lowers compliance risk, and improves trust in SMS interactions.