Opt-In and Opt-Out Services

note

The Mobile Engagement Platform complies with the MMA U.S. Consumer Best Practices and guidelines.

The Mobile Engagement Platform complies with the MMA U.S. Consumer Best Practices and guidelines.

Each campaign has an associated Subscription List. Subscription to a campaign can always be checked and activated for the associated List to be used for that campaign.

Opt-In

Adds users to the campaign’s associated Subscription List. This action places a mark in the user record (customer_optin_status = 1) which indicates that the user has provided consent to the campaign.

Opt-Out

Removes users from the campaign’s Subscription List. This action changes the customer status as opted out(customer_optin_status = 0).

Reports

Provide insights into relevant Opt-In and Opt-Out metrics, including the total number of Opt-In or Opt-Out during a period of time, the current number of subscriptions, etc.

Opt-In Support

The Mobile Engagement Platform is compliant with MMA’s - U.S. Consumer Best Practices for Messaging.

Any created campaign must always acknowledge and respect customers’ requests to opt-in to programs. Messages must only be delivered to a consumer’s mobile device after they have opted-in to receive them.

A user might indicate interest in a program in several ways.

Examples of Opt-Ins:
  • Enter a phone number online

  • Click a button on a mobile Website

  • Send a MO message containing an advertising keyword

  • Sign up at a point of sale location

Calls-to-action must be clear and accurate. Consent must not be obtained through deceptive means. For example, opt-in details cannot be displayed obscurely in terms and conditions related to other services.

Enrolling a user in multiple shortcode programs based on a single Opt-In is prohibited, even when all programs operate on the same shortcode.

Opt-In Confirmation Message

Recurring-messages shortcode programs should send a single opt-in confirmation message that displays information verifying the customer’s enrollment in the identified program. The opt-in confirmation message must be delivered immediately after the customer opts into the program. Additionally, opt-in messages must contain the program (brand) name or product description, customer care contact information, opt-out instructions, product quantity or recurring-messages program disclosure, and the “message and data rates may apply” disclosure.

The opt-in for all shortcode programs must comply with all legal and regulatory requirements:

  • By opting-in, the user authorizes the seller to deliver or cause to be delivered to the user marketing messages using an automatic telephone dialing system

  • The user is not required to opt-in (directly or indirectly) as a condition of purchasing any property, goods or services

Double Opt-In

There are two types of how a double opt-in can come into play when a user is Subscribing to a service.

  1. From an External Source

  2. From an External Medium

External Source

Sometimes the user will receive the call to action via a different channel other than SMS.

In this case, an initial Multiple Choice campaign is created with the initial opt-in keyword, 12345 in this example. The Multiple Choice campaign sends an MT to the user with the second opt-in message:

Farm League Baseball Alerts! To confirm the subscription to monthly alerts, reply YES. Get 4 msgs/month. Reply HELP for helpMsg&Data Rates May Apply.

If the user replies this message with the text YES the Multiple Choice campaign adds the user to the subscription list, completing the double opt-in process.

External Medium

Sometimes the user will receive the call to action via a different channel other than SMS.

In this case, the mobile users opts-in using an External Medium (fills a form at a store, enters his mobile number on a web page, via an IVR, etc).

When the user makes the initial opt-in in the external medium a call is fired to the API requesting the start of the double opt-in process. This fires an MT to the user's mobile number requesting confirmation that they really intend to opt-in to the service:

Farm League Baseball Alerts! To confirm the subscription to monthly alerts, reply YES. Get 4 msgs/month. Reply HELP for helpMsg&Data Rates May Apply

If the user replies to this message with the text YES the user is added to the subscription list, completing the double opt-in process.

Opt-Out Support

Note

The Platform is compliant with MMA’s - U.S. Consumer Best Practices for Messaging.

Programs must always acknowledge and respect customers’ requests to opt-out of programs.

Opt-Out Message Instructions

Recurring-messages programs must also display opt-out instructions at program opt-in and at regular intervals in content or service messages, at least once per month. Opt-out information must be displayed in bold type in the advertisement. A program may deliver one final message to confirm a user has opted out successfully, but no additional messages may be sent after the user indicates a desire to cancel a short code program.

SMS Shortcode Opt-Out Requirements

However, depending on the use case, some shortcode programs are not required to advertise opt-out instructions. Shortcode programs must respond to, at a minimum, the universal keywords STOP, END, CANCEL, UNSUBSCRIBE, and QUIT by sending an opt-out message and, if the user is subscribed, by opting the user out of the program. Subsequent text, punctuation, capitalization, or some combination thereof must not interfere with opt-out keyword functionality

Opt-Out in Multiple Subscription Programs

Multiple Subscription Services: When multiple programs are being offered to a user using the same service number (shortcode / longcode).

Sending a message (MO) containing the word STOP causes an MT to be delivered including all the available unsubscribe options (this is done via On-demand Info).

Example of Multiple Subscription Program Opt-Out Instruction Message

“Send STOP TONE1 for Polytone club, STOP TONE2 for Truetone club, or STOP ALL to be removed from all communications”

Several Unsubscription Keywords can be configured in the same service number (shortcode/long code).

Each Keyword is responsible for removing the user from the linked Subscription List. When the user sends the opt-out keyword, he is permanently removed from the Campaign that is associated to that Subscription List.

In the previous example, there would be 3 Campaigns associated with the configured number and configured with multiple keywords:

  • STOP TONE1 → removes the user from the distribution list for Polytone Club campaign

  • STOP TONE2 → removes the user from the distribution list for campaign True tone club

  • STOP ALL → removes the user from all the distribution lists that exist for that service number (shortcode/long code) in the campaign manager.

Blacklist

Blacklists function as the platform’s policy management by handling all opt-outs from any created campaign.

To configure or activate a campaign’s Blacklist functionality, the following option must be checked in the Subscription Campaign configuration:

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This configuration applies for both types of Subscription Campaigns:

  • Opt-in: for removing a user from the Blacklist

  • Opt-out: adding a user to the Blacklist

Note

ALL of the broadcast messages intended for any blacklisted number will be blocked, no what Filter is used in the configuration of the message.

To enter into the Blacklist section, do the following:

  1. Open Main Menu

  2. Select Utils

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  • Click on Blacklist

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Here you have the option to view Email Blacklist or SMS Blacklist.

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SMS Blacklist

Any Mobile Number that exists inside of the campaign’s Blacklist will be blocked from future SMS campaign communications.

Mobile Numbers can be added to a Blacklist by uploading a file or manually adding individual addresses.

SMS Blacklist File Structure

A complete list of mobile numbers can be added by uploading a (.csv) file following the following format:

Mobile Number

Block Type

3047587789

1

2098767788

2

2183769002

3

  • The first column MUST contain the complete and valid email address

  • The second column defines the Block Type that mobile number has assigned to

Block Types

Varying from Email campaigns, in SMS Blacklists, you can assign different types of restrictions to the mobile numbers in the Blacklist. Each Block Type represents the type of campaign that those mobile numbers will no longer receive communications for.

Status 1 → Blocked from Inbound or Interactive Campaigns

This means that mobile originated (MO) messages from blacklisted phone numbers will be discarded by the campaign manager

  • The numeric code for this type of block = 1

Status 2 → Blocked for Outbound or Blast Campaigns
  • means that mobile terminated (MT) messages to blacklisted phone numbers will be discarded by the campaign manager

  • The numeric code for this type of block = 2

Status 3 → Block all types of Campaigns
  • Inbound and Outbound

  • The numeric code for this type of block = 3.

Search Fields

When searching for mobile numbers in an SMS Blacklist, any combination of the following fields can be used :

Field

Description

Date

The date when the phone number was added to the blacklist

Type

Block Type: all (inbound and outbound), broadcast (outbound), or interactive (inbound)

Text

Message sent by the user when requesting to opt-out of the campaign.

Phone

The mobile number (or segments of it - for example country code (e.g. 44))

The list can be searched and exported to an Excel file.

Blacklist Search Fields

To search for mobile numbers in an SMS Blacklist, any combination of the following fields can be used:

Field

Description

Date

The date when the mobile number was added to the Blacklist

Type

The Block Type:

  • All (inbound and outbound)

  • Broadcast (outbound)

  • Interactive (inbound)

Text

Text sent by the user to opt-out of the campaign.

Phone

The phone number or segments of it, for example country code (e.g. 44)

The list can be Searched and Exported to a .csv file

Email Blacklist

Any Email address that exists inside of the campaign’s Blacklist for a given origin address will be blocked from future Email campaign communications from that address. It is always best practice to provide all users the option to easily opt-out of any campaigns.

To facilitate this best-practice, an opt-out feature is presented during the configuration of the Email Blacklist. This automatically adds the opt-out feature to the Email communication which is noted as {UNSUBCRIBE}.

The platform allows tracking those customers that wished to opt-out of your Email campaign, allowing you to analyze the results and success of your communications.

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Adding Email Addresses

When inputting email addresses, you must specify the following fields:

Field

Description

Email

A valid email address, such as sampleemailaddress@sampledomain.com

Reason

What action prompted the blacklisting on the email address. It could the use of the {UNSUBSCRIBE} feature or the user calling the customer care helpdesk, in which cases the reason will appear as BLACK.

Other blacklisting reasons are:

  • BOUNCE - The destination address rejected the message at that particular time.

  • BOUNCED_PERMANENT - The destination address is invalid or permanently disabled.

  • COMPLAINT - The destination address' owner does not want to receive any more messages.

From

Origin address from which deliveries are blacklisted.

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This list can be used for in-platform Searches for a given From address or can later be exported as a .csv file.

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