Default Opt-In/ Opt-Out Keywords
Regulations require that there are responses to all opt-in, opt-out and help/info keyword responses. Braze automatically processes the following exact, single-word, case-insensitive messages, automatically updating the Subscription Group state for the user and their associated phone number on all inbound requests.
Braze will process the following keywords automatically and update the Subscription Group state for the phone number on all inbound requests. Note that these default keywords and responses may also be customized.
| Type | Keyword | Change |
|---|---|---|
| Opt-In | STARTYESUNSTOP |
Any inbound request with any of these START keywords will result in a Subscription Group state change to subscribed. Additionally, the pool of numbers associated with that subscription group will now be able to send an SMS message to that customer. |
| Opt-Out | STOPSTOPALLUNSUBSCRIBECANCELENDQUIT |
Any inbound request with any of these STOP keywords will result in a Subscription Group state change to unsubscribed. Additionally, the pool of numbers associated with that Subscription Group will no longer be able to send an SMS message to that customer. |
| Other | HELPINFO |
Triggers custom “help” message built during the onboarding process. |
Only the exact, single-word message will be processed (case insensitive). Keywords such as STOP PLEASE will be ignored.
If a recipient uses the keywords HELP or INFO, a response will be triggered automatically. The SMS template for these automatic response messages will be set during your onboarding and phone number procurement period. If you need to change this response, please reach out to your Braze representative.
Our delivery vendor manages a blacklist. Occasionally, there is a delay in sync between our blacklist and theirs. For more information or if you suspect this is a current issue for you, reach out to support.
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