Add "Reply R to Reschedule" to Appointment Confirmation Reminder Text (CANCEL is carrier-defined opt-out)
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Serina Sprecco
A cancellation of an appointment almost always opts a customer out. Sure I can have them opt back in but we all know how it is. STOP should end texting. It's difficult to reschedule when I can't use a customers' preferred method of communication.
Drew Adler
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The Appointment Confirmation Text has been updated to include "Reply R to Reschedule."
"This is a reminder that you have an appointment for 04/01/2025 @ 1:00 PM - Thanks, {Store Name}. Reply C to Confirm. Reply R to Reschedule."
As of now, only the verbiage has been updated. We will consider additional updates that will allow Genius to reschedule the appointment, and alert the appointment owner in the process.
As a reminder, CANCEL is a carrier-level opt-out that when sent by itself will automatically opt the customer out of texting by carriers. DriveCentric cannot override this.
CANCEL Opt-Out Documentation: https://help.twilio.com/articles/223134027-Twilio-support-for-opt-out-keywords-SMS-STOP-filtering#h_01FBWGDY78H0PYY28VC341JPKE
Shawn Goebel
Merged in a post:
Appointment cancellations
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Nicole Lang
If a customer responds CANCEL to an appointment confirmation text, the system automatically OPTS OUT the customer from further text messages. Is there a way to correct that?
Drew Adler
in progress
Hello All - thank you all for the feedback! CANCEL is a carrier-level opt-out that when sent by itself will automatically opt the customer out of texting by carriers. DriveCentric cannot override this.
We are changing the Confirmation text to include a "Reply R to Reschedule" to help steer customers away from a solo Cancel response.
New Confirm Text: This is a reminder that you have an appointment for 03/25/2025 @ 1:00 PM - Thanks, {Dealership Name}. Reply C to Confirm. Reply R to Reschedule.
Shelby Parker
Thank you for posting, Nicole Lang! I have a few more questions for you:
- What should happen when a customer responds CANCEL to an appointment confirmation text?
- Is there a specific message or action you would prefer instead of opting out the customer from further text messages?
- Are there any other keywords or responses that should trigger a different action in the system?
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Camilo Avila
We've tried a few other CRMs and this is the only CRM to our knowledge that opts customers out of text when customers clearly intend to cancel or reschedule appointment. Hopefully this "feature request" goes through.
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Austin George
Differentiating between "Stop" to opt out of texts and "Cancel" for canceling appointments would be great.
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Cheryle Forte
Please remove "Cancel" as a trigger word for opt out.
Drew Adler
Merged in a post:
Stop Opting customers out of text if they write cancel for an appointment to Genius
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Samantha Salzano
I understand keywords that trigger opt out, but if a customer is replying to a text message regarding confirming an appointment from AI and they say cancel and it automatically opts the customer out of texts. The customer is simply replying to the appointment , what other word can a customer use but cancel? It is causing way to may opt outs for our dealership. So many people use text , we now can not even text back to get the reschedule and have to pray they pick up the phone. Please fix the AI sensitivity to that word for appointment texts or eliminate it as a trigger for opting out.
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Samantha Salzano
@. cancel should only trigger an opt out if it is any thing related to an actual opt out, not to an appointment . 3. STOP would be a great if that were the only option , but we all know we can not because of the list of words that Nj put in place for opting out,
Shelby Parker
Hey Samantha Salzano, thanks for your feedback! I have a few more questions for you:
- Can you provide examples of other keywords that have triggered an opt-out that you believe should not have?
- Are there any specific scenarios where the 'cancel' keyword should still trigger an opt-out?
- Would you prefer a system where customers have to explicitly state they want to opt-out of text messages, rather than being opted out by certain keywords?
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