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…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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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?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
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Customer.io($50M+ ARR)
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