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 START
YES
UNSTOP
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 STOP
STOPALL
UNSUBSCRIBE
CANCEL
END
QUIT
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 HELP
INFO
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.

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