SMS for Customer Insights opt out solution works across three applications that our platform supports - Customer Insights, Dynamics Sales 365 and SMS for Dynamics.
MS Customer Insights - Journeys
Customer Insights - Journeys includes a built-in consent center to easily manage opt-outs. It supports two types of consent:
- Commercial: For marketing and promotional messages
- Transactional: For messages related to account activity or essential updates
When creating a Text Message through Customer Insights, you'll see a Purpose field which lets you define the message as either Commercial or Transactional. This links directly to the corresponding consent type. Only recipients who have given the appropriate consent will receive your message.
In addition to this, we've introduced a custom field called OptOut Status that appears on Contact, Lead and Account records. This field shows whether someone is:
- Subscribed: Still opted in to receive communications
- Unsubscribed: Opted out and excluded from future messages
When sending a Text Message via Customer Insights - Journeys, both the consent center and the OptOut Status field are checked before the message is sent.
| Customer Insights Consent | OptOut Status Field: Subscribed | OptOut Status Field: Unsubscribed |
Commercial: Not Set Transactional: Opt In | Text Message Purpose: Commercial
Text Message Purpose: Transactional
| Text Message Purpose: Commercial
Text Message Purpose: Transactional
|
Commercial: Opt in Transactional: Opt in | Text Message Purpose: Commercial
Text Message Purpose: Transactional
| Text Message Purpose: Commercial
Text Message Purpose: Transactional
|
Commercial: Opt in Transactional: Opt out | Text Message Purpose: Commercial
Text Message Purpose: Transactional
| Text Message Purpose: Commercial
Text Message Purpose: Transactional
|
Commercial: Opt out Transactional: Opt out | Text Message Purpose: Commercial
Text Message Purpose: Transactional
| Text Message Purpose: Commercial
Text Message Purpose: Transactional
|
MS Dynamics Sales 365 and SMS for Dynamics
As Dynamics Sales 365 and SMS for Dynamics don't currently include a built-in consent functionality, the custom OptOut Status field which is set against the Contact, Lead and Account record will be used.
| OptOut Status Field | Result |
| Subscribed | Opt In (SMS Sent) |
| Unsubscribed | Opt Out (SMS Not Sent) |
Keywords
The Customer Insights solution recognises the following SMS keywords for opting in or out of communications.
| Keyword | Type | MS Customer Insights | MS Dynamics Sales 365 | SMS for Dynamics |
| STOP | Opt Out | |||
| START | Opt In |
The solution updates the custom OptOut Status field to Unsubscribed when a STOP reply is received.