SMS Opt Outs For Australian Customers

In SPW-21.21 we discovered a default function in our Australian SMS Gateway where any member of the public who texts a reply 'STOP', 'UNSUB' or 'UNSUBSCRIBE' will automatically opt the customer out of receiving any SMS from any dealers using AutoPlay SMS services via the SMS Status flag in AutoPlayAuto.com. 

This meets Australian Opt Out requirements but did mean SMS would not send for Dealer A if customer had already opted out to Dealer B - as they both used the same AutoPlay SMS Gateway (note this happened rarely with only 0.15% of SMS attempts affected).  In 21.2.1 AutoPlay is now able to detect the specific dealer account the customer has opted out against and apply the automatic opt on just that account (Note - this does not affect Email Opt Outs)

When attempting to send an SMS to a customer that has Opted Out of SMS previously the user will receive a error validation letting them know that the SMS could not be sent due to the customer having previously opted out.  If the customer opted out and the mobile number for this customer record is modified the customer record will still be 'opted out' regardless of their new mobile number.

A record of the SMS failing to send due to being Opted Out will display in the Communications section on the Lead, in the SMS List and on the Automation history (where relevant)

• Related Articles

• Overview - SMS & Phone Calls

  In AutoPlayAuto.com it's possible to send an SMS to customers on your Lead via an SMS Gateway.   Check out the support articles to find out more about sending SMS via AutoPlayAuto.com How To Send An SMS To A Customer How To Send An Email Via SMS ...

• Capturing Customer SMS Replies

  If the customer replies to your SMS you will be able to capture their reply directly to your lead.  If you have a Role Management - Send Lead SMS enabled for Notifications, you will also receive a Notification when the customer replies. When you view ...

• How To Send An SMS To A Customer

  There are two ways to send SMS via AutoPlayAuto.com.  You can send SMS to your prospective customers from the Lead or Appraisals screens.   1.  Sending an SMS Via A Smartphone  (via Appraisals Only)  If you are using AutoPlayAuto.com on a mobile ...

• How To Send An Email Via SMS

  Some customers may prefer to communicate via SMS, however SMS can limit the amount of information that can be delivered when compared to email.  AutoPlayAuto.com allows you to create an Email Response, but instead of sending via email, you can send ...

• Managing Opt In/Opt Out Of Future Marketing When Loading Leads

  Managing when capturing new leads If your customer does not want to be contacted via marketing communication you can un-check the 'Opt in to future marketing communication'.  Un-checking this option will flag the contact record as 'Opted Out' which ...