Applies to: Admins, Managers
Overview
Customers always have the option to opt-out of SMS messages by replying with keywords like "STOP". By default, Endear provides an opt-out message to help ensure your brand is compliant with SMS regulations, but you can customize this default opt-out message by team to match your brand voice.
To change a team's default opt-out message, follow the steps below:
From the home page, select Settings under the team.
Scroll down to find the Messaging defaults section. Look for the SMS Opt-Out Message field and select Edit.
Note: We highly recommend you include your brand name in your opt-out message and you must include a key opt-out word like {{STOP}}
Customize your opt-out message text
Select Save.
Note: Once a customer sends an opt-out keyword, Endear will automatically send a confirmation message and reflect this decision in the platform. Currently, you cannot edit this confirmation message edit in the platform. Reach out to your account manager or to Endear Support to inquire about customizing this confirmation message.
Example Opt-Out Messages
"If you're no longer interested in texts from {{brand.name}}, text {{STOP}}. To re-subscribe, text START anytime."
"Not in the mood for texts from {{brand.name}}? Let us know by texting {{STOP}}. You can always text {{START}} if you change your mind!"
"Text {{STOP}} to no longer receive messages from your local {{brand.name}} team."
Compliance Disclaimer
If you choose to customize your opt-out message, we recommend validating any changes with your legal team to ensure continued compliance. Endear cannot be held liable for any violations, penalties, fines, or legal action that may result from customized opt-out message content that does not meet regulatory requirements.
Step-by-Step Guide
1. From the home page, ensure you are in the desired team, then select Settings under that team.
2. Scroll down to find the Messaging defaults section where opt-out message settings are located. Look for the SMS Opt-Out Message field and select Edit.
3. Customize your opt-out message text, make sure to include the following:
Your brand name must be in an initial text message. Most brands choose to meet this requirement by including the brand name in the opt-out message. Alternatively, you can include the brand name in the body of the message, but that is not recommended as it relies on individual staff member's adhering to that practice.
When adding the brand name to the opt-out message, you can either type it directly in the message or use the {{brand.name}} merge field.
A key opt-out word like {{STOP}}
Provide instructions for re-subscribing if desired
4. Select Save to apply your new opt-out message. Repeat for any additional teams where you wish to customize the opt-out message.
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