Manage opt-outs within Webex Interact

When you purchase a phone number through Webex Interact, you get built-in tools to help customers unsubscribe easily. Opt-out keywords are managed on your Manage Number page, where you can customize your opt-out experience.
When a customer sends these opt-out keywords, Webex Interact automatically adds their number to your opt-out list, ensuring they won't receive future messages.

Here’s what’s included:

• SMS opt-out keywords (Default and Custom)
• Free opt-out keyword
• Webform opt-out link

Default opt-out keywords: STOP and UNSUBSCRIBE

To comply with local laws, customers who text STOP or UNSUBSCRIBE are automatically added to your opt-out list and will stop receiving messages.

These keywords are enabled by default on all purchased numbers. To send an automatic response, just add your message in the Reply message textbox on the Manage number page in your Webex Interact account.

Custom opt-out keywords

If you want to use additional opt-out keywords other than the default ones, you can create it in Opt-outs section of Manage number page. For example, you can also add custom keywords such as END, CANCEL, and so on.

To set them up:

• Go to the Manage number page for your purchased number.
• Add your custom keywords to the opt-out section.
• (Optional) Add a custom reply so users know they’ve been unsubscribed.

When customers who text END, they are automatically added to your opt-out list and will stop receiving messages.

To send an automatic response, just add your message in the Reply message textbox on the Manage number page.

Free SMS opt-out keyword

Each Interact account is given a free opt-out keyword, which is only used for receiving opt-out replies. When a customer texts to number with this opt-out keyword, they are automatically added to your opt-out list.

To add free opt-out keyword:

• Go to your Webex Interact account → Quick send or Create SMS campaign.
• Click the Opt-outs icon in the message compose box.
• Select the opt-out path — "To opt out, text szWbhSTOP to +447860009XXX."
• Add this line to your message and send.

When a user replies with keyword "szWbhSTOP" to "+447860009XXX", the contact is added to your opt-out list

A webform opt-out link

A webform opt-out link is given for customers who want to unsubscribe. Customers can fill out a form instead of texting to opt out.
"To opt-out: https://sh.l.imireach.net/hnULc". You can share this link in your campaigns, on your website, or in customer service emails. When a user fills out the form, their number is added to your opt-out list.

To add webform opt-out link:

• Go to your Webex Interact account → Quick send or Create SMS campaign.
• Choose the Opt-outs icon in the compose message textbox
• Choose your opt-out form link- To opt-out: https://sh.l.imireach.net/hnULc
• Add it into your message, and send.

.When a user fills out the form, the number is added to your opt-out list

Account level SMS opt-outs

Account level opt-out is a setting that applies to the entire account—including all numbers and sender names. When this setting is enabled, if a user replies with an opt-out keyword like STOP or UNSUBSCRIBE to any Interact number, their number will be opted out from receiving messages from all senders in your account. You can enable this in the Manage number page for each number.

For example, Account 1 has multiple senders: X, Y, and Z.

When a user sends a "STOP" or "UNSUBSCRIBE" to sender X and if Account level suppression is enabled:

• All senders and numbers associated with Account 1 (including senders Y and Z) will be affected.
• Senders X, Y, and Z will not be able to send messages from your account.
• The opt-out is applied at the account level and all associated senders are restricted.