Customer Opt-Out Process in Zendesk Text
What happens when a customer sends an opt-out keyword in Zendesk Text?
When a customer sends an opt-out keyword like STOP, UNSUBSCRIBE, or CANCEL, they are automatically unsubscribed from receiving further messages. They receive a confirmation message stating they won't receive more messages and can reply with START to resubscribe. This process is handled by Twilio, Zendesk's provider, and aligns with industry standards.
More related questions
How can a customer resubscribe to Zendesk Text messages after opting out?
To resubscribe to Zendesk Text messages, a customer needs to reply with START, YES, or UNSTOP. When a customer sends an opt-out keyword like STOP or UNSUBSCRIBE, they receive a message confirming their unsubscription and instructions to reply with…
Can the default response to opt-out keywords in Zendesk Text be customized?
Currently, it is not possible to customize the default response triggered by opt-out keywords in Zendesk Text. When a customer sends an opt-out keyword, they receive a standard message managed by Twilio, Zendesk's provider. This message informs…
Do HELP and INFO keywords create tickets in Zendesk?
No, HELP and INFO keywords do not create tickets in Zendesk. These keywords are recognized by Twilio, but they are not forwarded to your incoming message webhook, meaning they won't generate tickets in your Zendesk account.
Is there an alternative way to opt-out of Zendesk Text messages?
There is no alternative way to opt-out of Zendesk Text messages from the user profile in Guide. The opt-out process is tied to Twilio, Zendesk's provider, and follows industry standards. Customers must use the specified opt-out keywords to…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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