image for site

Opt-Out Keywords for Zendesk Text - Frequently asked questions

Discover answers to common questions about using opt-out keywords in Zendesk Text. Learn how to manage customer preferences and ensure compliance with messaging regulations.

Frequently asked 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…

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…

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…

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…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites