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Step 4: Configure Keywords

1. Overview

To comply with industry standards, you must respond to keywords for HELP & STOP. Any user who opts-out using the STOP keyword must be added to an opt-out list (blacklist) and must not be sent any further messages until or unless they opt-in again. You can configure mandatory keywords for the three keyword types provided. These are:

  • Opt-out
  • Opt-in
  • Help

For each keyword type, some default keywords have already been pre-defined. You can also create new ones following industry-specific norms.

Create keywords using the following guidelines:

  • Use Alphabets
  • Do not add spaces
  • Do not include special characters

When a customer uses the keywords defined under the opt-out keyword type, they will be opted out or blocked from receiving messages for all campaigns and other activities. You cannot send any more messages to all such customers.

Similarly, when a customer uses the keywords defined under opt-in keyword type, they choose to opt-in for receiving messages from any team within the organization.

You can define separate keywords to help customers opt-in for specific content type messages, for example, notification or promotions. These keywords will be considered for receiving consent for that specific content-type.

Content-type opt-ins are useful in ensuring that you can continue sending messages to customers for a specific content-type. Therefore, in case the customer is applying for a blanket opt-out instruction, in the opt-out confirmation message they receive, you specify the content-type opt-in they can send if they wish to continue receiving messages for that specific content-type.

2. To Configure Compliance Keywords:

1. Click on the Edit button next to the Keyword type you want to modify. The Edit Keyword Configuration pop-up window appears. Refer to the table below for more details on the keyword options.

Opt-In KeywordsDisplays the opt-in keywords that will be used at the organization-wide level. You can define opt-in keywords that are specific to a content type.
Opt-Out KeywordsDisplays the opt-out keywords that will be used at the organization-wide level. This will opt-out users from all the campaigns/content types. No further messages can be sent to customers from any teams in the organization.
Help KeywordsDisplays the help keywords that will be used at the organization-wide level. This will redirect customers to request for support based on the keyword you provide

2. Enter the following details to add keyword configuration

TypeDisplays the keyword type that you have selected to edit. For example, Opt-out, Opt-in, Help.
KeywordsType the new keywords that you want to configure for the keyword type. You can type multiple keywords for a single keyword type. The new keywords should not be the same as the default keywords.
MessageType the message that will be sent to customers who have sent the consent details.
Do you wish to enable this setting?In the drop-down, select to indicate whether you want to enable the keyword type. If you disable the keyword type configuration, then customer consent sent for the keyword type will be ignored. For example, customers who wish to opt-out using the defined keywords will continue to receive messages if opt-out keyword type configuration is disabled. Similarly, customers who wish to opt-in with the defined keywords will not be included in the subscription list if opt-in keyword type configuration is disabled.

3. Click on the Save Changes button. The Keyword Management section appears.

4. In opt-out instructions, click on the Change button next to the pre-configured instruction. The opt-out instructions popup window appears.

Opt-out instructions are as follows:

Auto append opt-out instruction in every messageSelect the option if you want to add an opt-out instruction to every message that is sent out.
In an intervalSelect this option to send messages only after the defined number of weeks. The recommended practice is to send 1 message every 4 weeks. You can select the interval period in the drop-down list that appears.
Do not auto-append opt-out instructions in every messageSelect this option if you do not want to add an opt-out instruction to every message that is sent out.
Opt-out messageType the message you want to append as an opt-out instruction. This field appears only if you select the Auto append opt-out Instruction in every message

5. Click on the Save button. The opt-out instructions, if added, appear as shown.

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