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Carrier Trigger Words-Words for Opt Outs and Words to Avoid
Carrier Trigger Words
There are some words that you'll want to make sure you are strategic in using when sending text messages. There are words that carriers have identified as trigger words that can result in contacts "Opting Out" or being flagged by the carrier. These words are
"STOP", "CANCEL", "END", "QUIT", "UNSUBSCRIBE", "HELP" and "INFO".
- "STOP", "CANCEL", "END", "QUIT", "UNSUBSCRIBE" are carrier "Opt Out" words, meaning, contacts will be opted out of receiving messages automatically if they send any of these words (the word by itself) in a message. Only include these words in your text messages if the intent is for students to opt out of receiving messages.
- When a contact replies with one of the valid "Opt Out" words, one final message to confirm the opt-out will be delivered. The only way that the contact can be opted back in is if the contact sends an opt-in keyword to the same number (UNSTOP, START, YES, etc.).
- "HELP" and "INFO" are words that the carriers will intercept and prompt contacts with an auto reply letting them know how to opt out of messages. These two words are flagged and looked at by carriers as messages that are questionable. If a contact replies with "HELP" or "INFO", you will not see the reply in Cadence.
Example:
What you should say-"Hello <FIRST NAME>, this is Ashley at MU. We saw you started your application but haven't finished. Do you have any questions about your application?"
Avoid messages like this- "Hello <FIRST NAME>, this is Ashley at MU. We saw you started your application but haven't finished. If you need help or have questions, reply HELP"