SMS STOP clause requirements

```mediawiki Navigation: Main_Page > SMS > SMS STOP clause requirements

SMS STOP Clause Requirements

SMS communications have become an integral part of digital marketing, allowing businesses to reach their customers efficiently. One of the essential components of SMS marketing is the STOP clause, which allows contacts to opt out of receiving further messages. This article will delve into the requirements of the SMS STOP clause as mandated by ActiveCampaign, ensuring compliance and maintaining healthy communication with your contacts.

What is the SMS STOP Clause and Why It Matters

The SMS STOP clause is a requirement for all SMS senders using ActiveCampaign. It serves as a mechanism to ensure that recipients have a straightforward way to unsubscribe from unsolicited messages. Including this clause is crucial for maintaining compliance with regulations governing SMS communications and for fostering goodwill with your audience. When implemented correctly, it helps businesses avoid potential penalties, enhances customer satisfaction, and improves the overall effectiveness of SMS marketing campaigns.

How to Access This Feature

To use the SMS feature and include a STOP clause in your messages, you must first ensure that you have purchased the SMS add-on. This add-on is available for Plus, Professional, or Enterprise plans of ActiveCampaign.

Step-by-Step Instructions for STOP Clause Implementation

1. **Ensure the SMS Add-on is Activated:**

  - Before proceeding, make sure you have access to the SMS feature by purchasing the SMS add-on if you haven’t done so already.

2. **Compose Your SMS Message:**

  - When creating your SMS content, either through an automated campaign or individual messages, be aware that ActiveCampaign automatically includes the STOP clause if it is not explicitly mentioned.

3. **Include a CLEAR Unsubscribe Option:**

  - Remember that recipients can opt out by replying with the word “STOP”. Therefore, ensure that your message includes clear instructions, ideally around the context of unsubscribing.

4. **Understand Supported Keywords:**

  - Users can opt out by using specific keywords. While "STOP" is the primary keyword, other supported keywords include:
    * CANCEL
    * END
    * QUIT
    * STOPALL
    * UNSUBSCRIBE

5. **Send Your Message:**

  - When you send your SMS, every outgoing message that does not already specify a STOP option will append “Reply STOP to opt out” automatically after the message for the first 30 days.

Configuration Options and Settings

When configuring your SMS campaigns, it's important to be aware of specific elements related to the STOP clause:

- **STOP Keyword Management:** Ensure your contacts are informed. If they choose to respond with any of the established keywords, the SMS platform will trigger an automatic response confirming their unsubscribe status. - **Automatic Opt-Out Confirmation:** Upon sending a STOP command, an automatic reply states: "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe." - **Dedicated Messaging:** Note that only single word messages will activate the unsubscribe option. More complex messages like "STOP NOW" will not trigger an opt-out.

Best Practices and Tips

- **Always Include Opt-Out Language:** Consistently incorporate the STOP clause in your SMS messages to comply with legal requirements and enhance transparency with your customers. - **Frequent Communication:** Remind your contacts periodically to respond with STOP if they wish to opt out. This solidifies your commitment to their preferences. - **Monitor Keyword Usage:** Ensure that your SMS messages make it clear which keywords are valid for opting out, thus reducing confusion.

Common Use Cases with Examples

- **Promotional Campaigns:** When sending promotional SMS messages, include the STOP clause to give users control over their engagement with your offers. - **Transactional SMS:** For order confirmations or shipping updates, append the STOP clause to maintain compliance and trust with your customers. - **Event Reminders:** During event promotions, clearly state how attendees can opt-out from further communications related to the event.

Troubleshooting Section

- **Message Not Sent After Opt-Out:**

  - Ensure that the recipient's reply only contains the keyword ‘STOP’. If they send a longer message, the system will not recognize the opt-out command.

- **Confirmation Message Not Received:**

  - Check your SMS configuration settings to confirm everything is set up correctly.

- **Avoiding Message Resends:**

  - If recipients are not receiving the expected STOP confirmation, verify that your account does not prevent notifications.

Frequently Asked Questions (FAQ)

1. What will happen if a contact sends a text other than just "STOP"?

  - The unsubscribe will not be triggered. Only a single-word message like "STOP" will trigger it.

2. Is there a way to get reports of users who have opted out?

  - Currently, ActiveCampaign does not provide a notification within your account that tracks when a user opts back in with "START."

3. Are there any limitations on how often I can remind contacts to opt out?

  - It’s best practice to remind users about the STOP option periodically, ideally within a span of every 30 days.

4. Do I need to include the STOP clause in every SMS?

  - Yes, unless there's an existing clause present, it should always be included.

5. Can I customize the STOP confirmation messages?

  - Currently, the default confirmation response cannot be customized in ActiveCampaign.

In summary, understanding and correctly implementing the SMS STOP clause is essential for maintaining compliance and fostering a positive relationship with your contacts. Be proactive in ensuring that all outgoing messages adhere to these requirements to enhance your marketing efforts effectively. ```