Consent, opt out and default responses

Consent, opt out and default responses overview

The SMS consent, opt-out, and default response page enables configuration of Ortto's standard SMS branding and interactive message response options for SMS messages sent from both SMS and journey campaigns.

Accessing consent, opt out and default responses

To access the Consent page, go to Settings > Channels > SMS > Consent, opt out and default responses

Managing consent, opt out and default responses

The Consent, opt out and default responses page allows you to:

Saving changes

After making any changes to these settings, remember to click Save at the bottom of the page to apply your updates.


Brand prefix

The Brand prefix field lets you set your organization’s name or brand as the beginning of every SMS message sent by Ortto.

When you first created your Ortto account, it automatically used your Business name as the default prefix. You can easily change this default to reflect your brand.

Remember, the Brand prefix field is required. To keep your SMS messages shorter, consider using a shorter version of your brand name.


The Opt-in consent field allows you to customize the SMS message your customers receive when they opt in to receiving SMS messages from you.

By default, the following message is provided:

Reply YES to confirm opt-in to SMS. Msg rates may apply. Reply HELP for help. Reply STOP to opt out.

You have the option to modify this message. If you decide to change it, we recommend including brief instructions for the default responses:

  • HELP / INFO
  • STOP / UNSUBSCRIBE / CANCEL / END / QUIT

This helps your customers understand how to get assistance or opt out if they choose to do so.


SMS opt-out method

The SMS opt-out method field customizes the text that prefixes the link to Ortto’s web pages for opting out of selected audiences and all SMS messaging features. This link is included at the end of each Ortto-generated SMS message, providing customers/recipients a straightforward way to opt out of Ortto’s SMS messaging features.

Example of the default pretext.

NOTE:

Recipients can opt out of all Ortto-generated SMS communication by sending one of the predefined STOP replies as an SMS message. Once opted out, their status may show as invalid SMS or blacklisted in our records, indicating they no longer receive these messages.


Default message responses

The Default message responses section allows you to configure the automated responses that Ortto sends whenever your customer/recipient sends one of the listed words (in any letter case) as a reply to an Ortto SMS message.

Each of the following sets of required reply words has its own accompanying response, where each of these responses can be customized.

Required reply words are those which recipients must be able to send, and in turn, receive a response from Ortto.

It is also possible to createedit and delete custom reply words with their own responses.

NOTE: All reply words are case-insensitive. Therefore, the actual replies that recipients type can be in any case.

STOP, UNSUBSCRIBE, CANCEL, END, QUIT

The default message response to a recipient typing any of these reply words is:

You are unsubscribed from SMS. No more messages will be sent. Reply START to re-subscribe.

HELP, INFO

The default message response to a recipient typing any of these words is:

Reply STOP to unsubscribe. Msg&Data Rates May Apply.

START, YES, Y, UNSTOP

The default message response to a recipient typing any of these words is:

You have successfully been re-subscribed to messages from this number. Reply HELP for help. Reply STOP to unsubscribe. Msg&Data Rates May Apply.

Customize a required reply’s default response

  1. On the Consent, opt out and default responses page’s Default message responses section, expand one of the sets of words (above), and modify the existing text in the Respond with field. At this point, you can also insert any of the following items by first clicking the location (identified by your cursor) within the message to:
    • Insert a link:
      1. Click to insert a link.
      2. In the resulting URL field, specify the URL to include in the SMS message.
      3. Click Insert to insert the link at your chosen location.
    • Insert an emoji:
      1. Click to insert an emoji.
      2. In the resulting emoji popup, use the search field at the top or the category selector at the bottom to filter the list of emojis.
      3. Click the emoji to insert it at your chosen location.
    • Insert a field or activity's attribute value (also known as a merge tag):
      1. Click to insert a field/activity’s attribute value.
      2. In the resulting popup, select the relevant field item or activity from the list:
        • For a field item:
          1. Select the specific field.
          2. Complete the chosen field's remaining value options.
          3. Click Save to insert the file value at your chosen location.
        • For an activity's attribute:
          1. Select the activity's specific field.
          2. Complete your chosen activity's remaining attribute value options.
          3. Click Save to insert the activity attribute value at your chosen location.
  2. Ensure you click Save towards the end of the page to save all changes you have made.

NOTE: If you are selecting an activity attribute as your merge tag, we will use the latest activity for that person (contact). However, if you are editing a journey SMS message, and the entry criteria is of type X activity occurs, then we will use the activity that caused the person to enter the journey instead, even if more activities have occurred since then.

The activity must have occurred within the last 30 days to be available. If you require the value to be available beyond this, we recommend saving the value into a custom field and use this as your merge tag instead.

Create a custom reply and response

  1. On the Consent, opt out and default responses page’s Default message responses section, click Add response which expands and switches to New response.
  2. In the resulting When someone replies field, type the reply word/s (separating each word with a comma) that the recipient sends to receive the response defined in the Respond with field.
  3. Begin entering you response text into the Respond with field. At this point, you can also insert any of the following items by first clicking the location (identified by your cursor) within the message to:
    • Insert a link:
      1. Click to insert a link.
      2. In the resulting URL field, specify the URL to include in the SMS message.
      3. Click Insert to insert the link at your chosen location.
    • Insert an emoji:
      1. Click to insert an emoji.
      2. In the resulting emoji popup, use the search field at the top or the category selector at the bottom to filter the list of emojis.
      3. Click the emoji to insert it at your chosen location.
    • Insert a field or activity's attribute value (also known as a merge tag):
      1. Click to insert a field/activity’s attribute value.
      2. In the resulting popup, select the relevant field item or activity from the list:
        • For a field item:
          1. Select the specific field.
          2. Complete your chosen field’s remaining value options.
          3. Click Save to insert the field value at your chosen location.
        • For an activity's attribute:
          1. Select the activity’s specific attribute.
          2. Complete your chosen activity’s remaining attribute value options.
          3. Click Save to insert the activity’s attribute value at your chosen location.
  4. Ensure you click Save towards the end of the page to save all changes you have made to the page.

NOTE: Although Ortto converts your words to ALL CAPITALS in the When someone replies field, all words defined in this field are handled in a case-insensitive manner. Therefore, the actual replies that recipients type can be in any case, with the only requirement being matching spelling.

NOTE:

If you are selecting an activity attribute as your merge tag, we will use the latest activity for that person (contact). However, if you are editing a journey SMS message, and the entry criteria is of type X activity occurs, then we will use the activity that caused the person to enter the journey instead, even if more activities have occurred since then.

The activity must have occurred within the last 30 days to be available. If you require the value to be available beyond this, we recommend saving the value into a custom field and use this as your merge tag instead.

Edit a custom reply and response

  1. On the Consent, opt out and default responses page’s Default message responses section, locate your custom (set of) reply word/s, and click it to expand its content.
  2. Modify the When someone replies and Respond with fields as required. For the Respond with field, you can also insert any of the following items by first clicking the location (identified by your cursor) within the message to:
    • Insert a link:
      1. Click to insert a link.
      2. In the resulting URL field, specify the URL to include in the SMS message.
      3. Click Insert to insert the link at your chosen location.
    • Insert an emoji:
      1. Click to insert an emoji.
      2. In the resulting emoji popup, use the search field at the top or the category selector at the bottom to filter the list of emojis.
      3. Click the emoji to insert it at your chosen location.
    • Insert a field or activity's attribute value (also known as a merge tag):
      1. Click to insert a field/activity’s attribute value.
      2. In the resulting popup, select the relevant field item or activity from the list:
        • For a field item:
          1. Select the specific field.
          2. Complete your chosen field’s remaining value options.
          3. Click Save to insert the field value at your chosen location.
        • For an activity's attribute:
          1. Select the activity’s specific attribute.
          2. Complete your chosen activity’s remaining attribute value options.
          3. Click Save to insert the activity’s attribute value at your chosen location.
  3. Ensure you click Save towards the end of the page to save your edits, along with all changes you have made to the page.

NOTE: If you are selecting an activity attribute as your merge tag, we will use the latest activity for that person (contact). However, if you are editing a journey SMS message, and the entry criteria is of type X activity occurs, then we will use the activity that caused the person to enter the journey instead, even if more activities have occurred since then.

The activity must have occurred within the last 30 days to be available. If you require the value to be available beyond this, we recommend saving the value into a custom field and use this as your merge tag instead.

Delete a custom reply and response

  1. On the Consent, opt out and default responses page’s Default message responses section, locate your custom (set of) reply word/s, and click it to expand its content.
  2. Click the bin icon to the right and the custom reply and response is removed.
  3. Ensure you click Save towards the end of the page to save this removal, along with all changes you have made to the page.

TCPA compliance

TCPA compliance is a requirement for SMS messaging. We provide sample consent disclosures and terms for your review with legal counsel. Please note that Ortto does not assume responsibility or liability for these documents. Customization to fit your specific needs is essential before adoption.