CODEWITHSUNDEEP
twiliosms
Gabriel C.
Gabriel C.

Reputation: 53

Would there be issues with using non-standard opt-out messages and keeping track of consent myself?

We're currently sending a message containing 'Reply STOP to unsubscribe' at the beginning of every SMS conversation with users (as per the Messaging Policy). Often, they unsubscribe using the STOP keyword, but a few months later sign up again (signing an SMS communication consent checkbox). The issue is, because they've unsubscribed using the default keyword, they don't have the opportunity to opt back in since they're not aware they're supposed to receive messages again.

Would it be a violation of Twilio's guidelines to keep track of opt-outs ourselves, given that we honor them 100% of the time? That is, could we direct users to unsubscribe using a keyword other than one of the default keywords (making sure to not send them messages until they opt back in), to be able to easily reinstitute them into the messaging if needed?

Upvotes: 0

Views: 39

Answers (1)

IObert
IObert

Reputation: 3871

Using non-standard opt-out messages and managing consent yourself is possible, but there are important considerations to ensure compliance with Twilio's guidelines and avoid potential issues. Here's a breakdown:

  1. Twilio's Default Opt-Out Mechanism
    Twilio's messaging platform automatically handles standard opt-out keywords like STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT to comply with industry regulations. When a user replies with one of these keywords, Twilio blocks further messages to that user unless they explicitly opt back in using a standard opt-in keyword like START. This behavior ensures compliance with global SMS regulations.
    More details here: Twilio Support for Opt-Out Keywords (SMS STOP Filtering).

  2. Advanced Opt-Out Management
    If your use case requires a more customized approach, you can use Twilio's Advanced Opt-Out feature, which allows you to define custom keywords and manage opt-out behavior programmatically. With this feature, you can specify alternative opt-out keywords and implement custom handling while remaining compliant.
    Learn how to get started:

  3. Best Practices and Compliance
    While managing consent manually is allowed, it's critical to:

    • Honor opt-out requests 100% of the time, including any messages received via the default keywords.
    • Clearly inform users about your custom opt-out process and keywords.
    • Avoid sending messages to users who have unsubscribed until they explicitly opt back in.
    • Document user consent thoroughly, including how and when users opted in or out.

  4. Re-subscribing Users After Opt-Out
    To address your concern about users not realizing they need to opt back in, you could implement custom opt-in workflows (e.g., asking users to text a specific keyword like JOIN after signing up for communication again). However, if the STOP keyword is used, Twilio's default behavior must still be respected unless you're using the Advanced Opt-Out feature.

By leveraging the Advanced Opt-Out functionality and following best practices, you can implement a consent tracking system tailored to your needs while maintaining compliance with Twilio's Messaging Policy and industry standards.

Upvotes: 0

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