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How to Set Up Personalized HELP and STOP Messages

  • Updated

Carrier compliance requires businesses to include specific responses for common customer commands, such as HELP and STOP. These responses ensure customers can manage their subscription preferences and receive support.

  1. STOP Messages:

    • When a customer replies with STOP, they must immediately be unsubscribed from receiving further messages.
    • A confirmation message should be sent back to the customer to confirm the opt-out.
    • Example STOP Message:
      "You have successfully opted out from our text service and will not receive further messages. Msg&Data rates may apply."

       

  2. HELP Messages:

      • When a customer replies with HELP, they should receive a message with assistance information, such as a support phone number or email.
      • This ensures customers can reach out for further clarification or support regarding your messaging service.
      • Example HELP Message:
        "For help, call [Business Number] or email [Customer Support Email]. Reply STOP to cancel. Msg&Data rates may apply."

 

How to Set Up Personalized HELP and STOP Messages

You can customize these messages for each individual texting number using Inbox Rules.

Steps to Configure:

  1. Access the Rule Criteria Screen:

    • Go to the WorkFlow & Rules > Inbox Forwarding Rules  menu 
    • Click on Compliance icon

  2. Rule Name:

    • Enter a descriptive name for the rule (e.g., "STOP & HELP Response for Axis Mortgage").

  3. Select Texting Number:

    • Choose the specific texting number for which you want to set up the rule. You can also apply it to all numbers.

  4. Customize STOP Message:

    • Enter your personalized STOP confirmation message in the Opt-Out Message field.
    • Ensure it clearly confirms the opt-out and mentions carrier charges (if applicable).

  5. Customize HELP Message:

    • Enter your personalized HELP message in the Help Message field.
    • Provide your business contact information (e.g., phone number, email).

  6. Save the Rule:

    • Click Save to activate the rule. The personalized messages will now apply to the selected texting number.

Important Compliance Notes:

  • STOP Message: Must always confirm the opt-out and ensure the customer is unsubscribed immediately. Avoid sending any marketing or follow-up messages after a STOP request.
  • HELP Message: Must provide clear and accurate assistance details (e.g., valid phone number, email). Avoid including promotional content.
  • Carrier Requirements: Failure to include compliant HELP and STOP responses may result in message blocking or fines from carriers.

For more information on HELP and STOP message requirements,

visit the HELP and STOP Message Requirements.

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