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Understanding SMS unsubscribes

Overview

This guide will explain these different scenarios in which people can be unsubscribed from SMS communications and list how to they can be resubscribed.

Learn more about:

Unsubscribe from SMS activity

When a person is unsubscribed from SMS an Unsubscribe from SMS activity is logged on the person's activity history.

Attribute

Description

Campaign name

The name of the campaign associated with the SMS the recipient unsubscribed from.

Campaign type

The type of campaign the SMS was sent from (e.g. SMS campaign or Journey).

Reason (other)

Feedback comments provided by the recipient on why they had unsubscribed.

SMS name

The name of the SMS message il the recipient unsubscribed from.

Reason

If provided by the recipient, feedback on why the recipient has unsubscribed.

Reason (other)

Feedback comments provided by the recipient on why they had unsubscribed.

From number

Phone number used to send SMS to recipient.

If a personalized sender ID is configured, the alphanumeric Sender ID will be listed instead.

Transactional

If SMS was configured as a transactional SMS attribute will show "True".

Unsubscribe methods

People can unsubscribe from SMS directly within an SMS they receive by clicking the unsubscribe link.

They can also opt-out of all Ortto-generated SMS communication by sending one of the predefined STOP replies as an SMS message.

Users can update the SMS permissions field using the following methods:

Manually update the SMS permissions field for a single person

To manually update the SMS permissions field, follow these steps:

  1. Navigate to the person's record.
  2. Locate the SMS permission field.
  3. Toggle it to False and save.
  4. Click Ok when prompted that the customer will immediately be opted-out from all SMS communication.
Unsubscribing a contact manually. Click on the GIF to maximize it.

Update the SMS permissions field in a journey

To update the SMS permission field in a Journey, follow these steps:

  1. Add the Update Field action shape in a Journey.
  2. Select SMS permission as the field to update.
  3. Select False as the new value.
Update Field action shape configuration.

Upload a CSV file

To unsubscribe a contact via a CSV import, follow these steps:

NOTE: Prior to uploading, ensure the CSV file contains a column for SMS permission with the value set to False.

  1. Click CDP > People from the sidebar.
  2. Click More > Import.
  3. Select Spreadsheet import and follow the prompts.
  4. On the Map page, map the SMS permission CDP field against the SMS permission column.
  5. Tick the checkbox: I certify that these subscribers have opted-in to receive marketing SMS from us.

Learn more about importing data from a CSV file.

Mapping the SMS permission CDP field against the SMS permission column. Click on the GIF to maximize it.

API

To unsubscribe a contact via API, use the POST /v1/person/merge endpoint to update the person's SMS permission field to False.

Resubscribe methods

Recipients can resubscribe themselves using the following methods:

  • Submit their phone number in a capture widget or form.
  • Reply to an SMS message with START, YES, Y, or UNSTOP.

Users can update an unsubscribed person's SMS permission to True as long as the user has received explicit opt-in consent from the unsubscribed person.

Users can resubscribe an unsubscribed person's SMS permission using the following methods:

Manually update the SMS permissions field for a single person

To manually update the SMS permissions field, follow these steps:

  1. Navigate to the person's record.
  2. Locate the SMS permission field.
  3. Toggle it to True and save.
  4. Tick the box certifying I have permission to send SMS to this person
  5. This person will not receive an opt-in confirmation message. Since you’re opting in the recipient manually, be extra sure you have permission first.



Subscribing a contact manually. Click on the GIF to maximize it.

Update the SMS permission field in a journey

To update the SMS permissions field in a journey, follow these steps:

  1. Add the Update Field action shape in a Journey.
  2. Select SMS permission as the field to update.
  3. Select True as the new value.

Upload a CSV file

To resubscribe a contact via a CSV import, follow these steps:

NOTE: Prior to uploading, ensure the CSV file contains a column for SMS permission with the value set to True.

  1. Click CDP > People from the sidebar.
  2. Click More > Import.
  3. Select Spreadsheet import and follow the prompts.
  4. On the Map page, map the SMS permission CDP field against the SMS permission column.
  5. Tick the checkbox: I certify that these subscribers have opted-in to receive marketing SMS from us.

API

To resubscribe a contact via API, use the POST /v1/person/merge endpoint to update the person's SMS permission field to True.