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  • Writer's pictureLeila

๐Ÿ“ฒ Add SMS Opt-Out to Salesforce Marketing Cloud MobileConnect

Ever noticed that 'unsubscribe' link in your emails? ๐Ÿ“ฉ It lets users take charge of what they receive. Just like emails, with the growth ๐Ÿ“ˆ of text marketing, users should be given a way to say "no more texts, please!" ๐Ÿ™…โ€โ™€๏ธ๐Ÿ“ต

Marketers, listen up! ๐ŸŽง Just as emails fall under the CAN-SPAM Act, SMS messages also need compliance. ๐Ÿ“ Let's dive deep into the world of SMS and see how we can integrate that crucial opt-out option with Salesforce Marketing Cloud's MobileConnect. ๐ŸŒ๐Ÿ“ฒ


Steps to Add SMS Opt-Out in Marketing Cloud: ๐Ÿšถโ€โ™‚๏ธ๐Ÿ”ง

Get That Code! ๐Ÿ›๏ธ

  • Buy a short or long code to send out those promotional SMSes. ๐Ÿ“Ÿ

    • Short codes: 5 or 6 digits. Great for bulk messages. ๐Ÿ’ฌ

    • Long codes: Typical 10-digit number. Feels more personal, less robotic. ๐Ÿค–โŒ

  • You can flaunt your branding by customizing the sender's name or stick to the default code. Most choose the custom route. ๐ŸŽจ๐Ÿ“›(Be aware that some countries restrict this option)


Keywords, Keywords! ๐Ÿค“๐Ÿ’ก

  • Link various keywords to your chosen code. ๐Ÿ–‡๏ธ

  • One important group is the 'STOP keywords' ๐Ÿ›‘๐Ÿ“ต. This keyword lets users tell the system, "Hey, I don't want these texts!" ๐Ÿ™‹โ€โ™‚๏ธ๐Ÿšซ

  • Customize the default 'STOP' to something else if you like! ๐Ÿ”„

  • Head over to the admin side of Marketing Cloud MobileConnect and click on your code to set up these keywords. ๐Ÿ‘ฉโ€๐Ÿ’ป

'STOP Keywords' & Sender's Identity ๐Ÿ›‘๐Ÿ†”

  • If you chose a custom name in step 1, tweak the SMS footer to help users opt-out since the classic 'reply STOP' won't cut it. ๐Ÿ”ง๐Ÿ“

  • Here's a sample SMS footer for inspiration: "To opt-out, text STOP to [Your short/long code]"

Don't Leave 'Em Hanging! Auto-Replies are Essential ๐Ÿ”„๐Ÿ’Œ

  • Once users opt out, send an automated text confirming their decision. It's like saying, "Got it, no more messages!" ๐Ÿค

  • Customize this response by clicking on the specific STOP keyword in Marketing Cloud MobileConnect (they might seem non-clickable, but oh, they are! ๐Ÿ˜‰).

Another solution: Don't use Keywords use link shortener ๐Ÿ”—

  • A link shortener can direct the customer to a preference center just like emails do

  • The preference center gives the user more options, it can tailor more channels and even preferences

  • Avoid bit.ly or other domains, purchase your own or reuse your existing one to make it authorized

  • Be aware that some countries don't allow this tactic and some markets require a whitelisting of the domain

  • Setting up this solution is pretty difficult and requires either a home-built third-party app or a lot of advanced AMP-script codes. Let SFMC.Essential help you if needed to make a better customer experience

Do you need help to set up a link shortener with your own domain? Feel free to contact or specialist

In a Nutshell... ๐Ÿฅœ Empower your audience! Give them a choice in your communication channels, SMS included. With these steps, achieve SMS opt-out in Marketing Cloud MobileConnect seamlessly and stay on the right side of compliance. ๐ŸŽฏ๐ŸŒŸ๐Ÿ‘

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