SMS opt-out detection

AI-generated summary

Genesys Cloud provides comprehensive SMS opt-out detection capabilities through both keyword-based and phrase-based methods to help organizations manage customer consent and regulatory compliance. The platform identifies single-word opt-out keywords (STOP, STOPALL, UNSUBSCRIBE, REVOKE, OPTOUT, CANCEL, END, QUIT, ARRET), re-opt-in keywords (START, YES, UNSTOP), and informational keywords (HELP, INFO for short codes only) to suppress or resume messaging automatically. Phrase-based detection evaluates inbound messages against predefined opt-out phrases such as "Stop texting me," "Please remove me," "Unsubscribe me," and "I don't want these messages anymore" for more consistent opt-out identification, though this applies only to opt-out requests while re-opt-in detection remains keyword-based. Current language support includes English, Spanish, and French, with planned expansion to Arabic, Dutch, German, Hindi, Japanese, Korean, and Portuguese. For unsupported languages, the system reverts to keyword-based detection. Opt-out detection is available only for SMS sender types supporting inbound messaging; alphanumeric sender IDs require alternative opt-out methods such as agent contact or embedded URLs, with manual suppression list updates via Care tickets. Administrators can configure message flows in Architect using the Message.Body variable and Decision action to filter opt-out messages, though queued or agent-connected interactions may bypass this processing. When opt-out requests are detected, Genesys Cloud suppresses the recipient's phone number from receiving additional messages from the associated outbound SMS number and revokes customer consent. When opt-in requests are received, consent is restored. The system routes HELP, AIDE, and INFO messages for short codes but not for long codes or toll-free numbers, while attempting to route all other keywords. Genesys Cloud generates operational events for audit tracking including recipient phone number, timestamp, message ID, and outbound SMS number, accessible through the Operational Console and Developer Center (SMS Opt-Out Recorded and SMS Opt-In Recorded events). Organizations can retrieve SMS opt-out suppression lists for compliance purposes. The feature is available in all Genesys Cloud regions except Canada Central 1 (CAC1) and FedRAMP. Detection accuracy depends on message context and wording; organizations can submit High-priority Care tickets with specific details including outbound SMS number, recipient phone number, message content, OrgID, region, timestamp, message ID, expected classification, and justification to report misclassified messages for review and potential corrective action.

Feature coming soon: This feature is available to customers in all Genesys Cloud regions except Canada Central 1 Region (CAC1) and FedRAMP.

Genesys Cloud supports Short Messaging Service (SMS) opt-out detection to help organizations manage customer consent and comply with messaging regulations and carrier requirements.

Keyword-based opt-out

Genesys Cloud automatically recognizes and processes industry-standard SMS keywords for opt-out, opt-in, and help requests. Genesys Cloud recognizes the following single-word SMS messages as opt-out, re-opt-in, or help commands for the associated outbound SMS number.

Category	Keywords	Behavior
Opt-Out	STOP, STOPALL, UNSUBSCRIBE, REVOKE, OPTOUT, CANCEL, END, QUIT, ARRET	The customer no longer receives messages from the outbound SMS number.
Re Opt-In	START, YES, UNSTOP	The customer starts receiving messages from the outbound SMS number.
Help	HELP, AIDE, INFO	The customer receives information about the SMS program.

Note: Genesys Cloud routes HELP, AIDE, and INFO messages for short codes, but not for long codes or toll-free numbers. Genesys Cloud attempts to route all other keywords.

Phrase-based opt-out detection

Genesys Cloud extends SMS opt-out detection beyond single keywords by evaluating inbound messages against a predefined set of opt-out phrases.

When an inbound SMS message matches one of the predefined phrases, Genesys Cloud treats the message as an opt-out request and suppresses the recipient’s phone number from receiving additional messages from the associated outbound SMS number.

Examples of supported predefined opt-out phrasesClick to expand

By evaluating complete phrases instead of individual keywords, Genesys Cloud helps organizations identify and process opt-out requests more consistently, even when customers do not use standard opt-out keywords. This approach reduces the risk of sending messages after a customer withdraws consent, helping organizations support regulatory compliance and maintain customer trust in SMS communications.

Notes:

Phrase-based opt-out detection evaluates inbound messages against a predefined set of supported opt-out phrases. It does not identify every possible opt-out request and may occasionally classify a message as an opt-out incorrectly. Detection accuracy depends on factors such as message context, wording, and the supported language. Organizations remain responsible for reviewing and managing suppression status to ensure that opt-out requests are handled appropriately.
Phrase-based detection applies only to opt-out requests. Genesys Cloud continues to detect re-opt-in requests by using keyword-based detection.

Genesys Cloud provides multiple methods to detect and process SMS opt-out requests. Click a collapsible for more information.

Language supportClick to expand

Sender type considerationsClick to expand

Opt-out detection is available only for SMS sender types that support inbound messaging. Because alphanumeric sender IDs do not support inbound messaging, Genesys Cloud cannot process opt-out requests through keyword-based or phrase-based detection for these sender types.

For alphanumeric sender IDs, organizations must provide an alternative method for customers to submit opt-out requests. For example, organizations can direct customers to contact an agent or customer support channel, or include an alternative opt-out option in the message, such as a URL or phone number.

After receiving an opt-out request through one of these alternative channels, organizations must update the recipient’s suppression status to prevent further messages. This can be done by submitting a Care ticket to add the recipient phone number to an opt-out suppression list.

Routing considerationsClick to expand

If you do not want agents to receive opt-out keyword messages, configure your Architect message flow to filter these messages by using the Decision action and the Message.Message.Body variable.

If an interaction is already waiting in queue or connected to an agent when the customer sends an opt-out message, the agent may still receive the message. In this scenario, the interaction does not re-enter the Architect flow, so the configured filtering logic does not run.

Note:Architect-based filtering applies only to keyword-based opt-out messages. Because phrase-based opt-out detection is not limited to predefined keywords, some messages that Genesys Cloud identifies as opt-out requests may still be routed to agents.

Opt-in and opt-out visibility

When an opt-out request is detected, Genesys Cloud generates an operational event and surfaces it in the Operational Console, indicating that customer consent has been revoked. When an opt-in request is received, Genesys Cloud generates a corresponding operational event indicating that customer consent has been restored.

Organizations can view relevant detection details, including the recipient phone number, message timestamp, message ID, and outbound SMS number. This visibility helps organizations track opt-out and opt-in activity, maintain audit records, and take follow-up action as needed. For more information about reviewing these events, see SMS Opt-Out Recorded and SMS Opt-In Recorded in the Developer Center.

Retrieve the SMS opt-out suppression list

For more information about retrieving SMS opt-out suppression lists, see Retrieve an SMS opt-out suppression list.

Review opt-out classification outcomes

If you identify an SMS message that Genesys Cloud incorrectly classified as an opt-out request, or that Genesys Cloud did not recognize as a valid opt-out request, perform the following steps:

Review the original message content and the associated contact record.
Submit a Care ticket along with the following actions:
- Set the subject line to SMS Opt-Out Detection Review.
- Assign the ticket priority to High.
In the ticket, include the following details:
- Outbound SMS number
- Recipient or contact phone number
- Message content
- Genesys Cloud OrgID & region
- Message and date timestamp
- Message ID
- Expected classification
- Provide justification as to why the message should or should not have been classified as an opt-out.
  Note: Remove or redact any unnecessary personally identifiable information (PII) before submitting message content. Include only the minimum information required to investigate the issue.
Genesys reviews the reported message and determines whether corrective action is required.

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