Understanding SMS Opt-Out & Email Unsubscribe in Shape Software

SMS Opt-Out

Shape, by default, handles standard English-language reply messages such as STOP, UNSTOP, UNSUBSCRIBE or CANCEL for Toll-Free and Long Code messages, in accordance with industry standards. Supported opt-out and opt-in keywords for Shape Messaging are listed below.

STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT

Any of these STOP keyword replies will prevent a customer from receiving new messages from the phone number they're responding to. When Shape receives one of these replies, we will create a SMS Opt-Out entry and the record's marketing status will change to "SMS Opt Out." Once we have a blacklist entry for a particular recipient phone number, any future attempts to message them will not be sent because the customer has replied with STOP. Recipients can disable this message stop, and resume receiving messages with the START, YES, or UNSTOP commands.

START, YES and UNSTOP

Any of these replies will opt customers back in to the messages coming from a Shape number. Please note that Toll Free numbers only respond to UNSTOP.

HELP and INFO

Either of these replies will return a message informing the customer that they can use the above commands to control the delivery of messages. It is currently not possible to customize the default response triggered by these keywords.


Messaging Services

When using a Messaging Service to send SMS messages, any STOP keyword replies will apply to the entire range of phone numbers enrolled in this service. Similarly, a START keyword will disable our blacklisting, and allow messages to this recipient once more.

SMS Sidebar:  Example of a record responding STOP to a SMS message

SMS Sidebar: Example of a record responding STOP to a SMS message

STOP  automated message

STOP automated message

START  automated message

START automated message

Email Opt Outs in Shape:  If a record has opted out, they will no longer receive SMS messages sent from the system. Their contact information will also appear differently in the record’s profile page. The phone and email will bold and change colors with a strikethrough in the upper left hand corner. Under the “Status” dropdown, the marketing status will read “SMS Opt-Out.”

Email Opt Outs in Shape: If a record has opted out, they will no longer receive SMS messages sent from the system. Their contact information will also appear differently in the record’s profile page. The phone and email will bold and change colors with a strikethrough in the upper left hand corner. Under the “Status” dropdown, the marketing status will read “SMS Opt-Out.”

Important Notes

Text message campaigns may be subject to various legal compliance requirements depending on the nature of your text messaging campaign, the location from where you are sending your text messages, and the location of your recipients. While Shape will handle the above-described messages in the way described in this article, you should consult with your legal counsel to ensure that your text messaging campaign conforms will need to meet all applicable legal compliance requirements.


Email Unsubscribes

Shape can keep track of every time a recipient requests to be unsubscribed from your mailings. Shape automatically inserts unsubscribe links at the bottom of every email. Any recipient that clicks on the url will be automatically unsubscribed and those email addresses will be blocked from receiving future emails.

Email Unsubscribe Links:  Email unsubscribe links are appended to all emails sent through your shape software system.

Email Unsubscribe Links: Email unsubscribe links are appended to all emails sent through your shape software system.

Email Unsubscribe Links:  Upon clicking the unsubscribe link, the record will be taken to this page to confirm their unsubscribe request.

Email Unsubscribe Links: Upon clicking the unsubscribe link, the record will be taken to this page to confirm their unsubscribe request.

Email Unsubscribers in Shape:  If a record has unsubscribed, they will no longer receive emails sent from the system. Their contact information will also appear differently in the record’s profile page. The phone and email will bold and change colors with a strikethrough in the upper left hand corner. Under the “Status” dropdown, the marketing status will read “Email Unsubscribe.”

Email Unsubscribers in Shape: If a record has unsubscribed, they will no longer receive emails sent from the system. Their contact information will also appear differently in the record’s profile page. The phone and email will bold and change colors with a strikethrough in the upper left hand corner. Under the “Status” dropdown, the marketing status will read “Email Unsubscribe.”


Need More Help? Contact us at support@setshape.com