Customers Opt-In and Opt-Out of SMS Campaigns
  • 04 Oct 2022
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Customers Opt-In and Opt-Out of SMS Campaigns

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Generally speaking, you can contact any SMS recipients through a Proactive SMS Campaign even if they are not Gladly Customers or without a Customer Profile. They do not necessarily need to opt-in to receive communications either, but they can opt-out. Keep in mind that Gladly will create a Customer Profile for recipients without an existing one.

Customers can choose to opt-out of receiving SMSes, which include SMS Campaigns, and receiving support via SMS. If they reply to an SMS Campaign with an opt-out keyword, the SMS tag on their Customer Profile is removed and they’ll receive a message that they have been opted-out. This also prevents Agents from sending the Customer any SMSes in the future unless they reach back out to you first and reply “start” or “unstop” using the same SMS thread/phone number they unsubscribed from to opt-in to receive SMS again.


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