Change the Non Yes or No Automated Opt-In Response | Voters

Change the Non Yes or No Automated Opt-In Response

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Dan Sayer

If a customer replies to the Opt In text with something other than Yes or No, is the "Please respond with only YES or NO." our only option to send them after? Can it be worded softer? Like "Sorry, this system will not allow text conversation without a response of either YES or NO. Please reply YES or NO."

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Drew Adler

Merged in a post:

change the opt in YES OR NO to something less abrasive. "sorry, our system requires a yes or no only to open a text thread" Current message comes across as rude and they think it is the associate saying it

Nate Benz

change the plea

Drew Adler

Merged in a post:

Opt-in text automatic response

Kendra Ali

There should be an alternate text that the system sends when a customer says something other than "yes" when they respond to the opt-in text. I have had plenty of customers who text back with long messages about what they are needing, and the text they get from us after that is "Please respond with only a YES or NO." Most customers I have had then text back with NO. This automatic response honestly just sounds rude. If I were a customer I wouldn't opt-in to that either.

Shelby Parker

Hello Kendra Ali! I have a few more questions for you:

What alternative message would you suggest for customers who respond with something other than 'yes'?
How often do customers respond with messages other than 'yes' or 'no'?
What impact do you think a more personalized response would have on customer engagement?

Kendra Ali

Shelby Parker

It would be nice if the system would opt people in as long as they don't say "no" or "stop." If that is not an option and another text needs to be sent, I think it would be good for it to sound more friendly. Maybe something like "We received your response, however, we are unable to communicate with you via text until you reply back with a Yes or No."
It happens frequently. I often have to send an email or call the customers to tell them to reply back with just a "yes"
I think it would make a large impact, because these are people who technically engaged, but we can't respond to them.

Wyatt STROUD

Please. It comes off as incredibly rude, with no context given as to why they need to say yes or no.

Drew Adler

Merged in a post:

Automated Text Opt-In Response Missing

Alexis Gutierrez-Malagon

When a customer replies to a text opt-in message with something other than an approved word, an automatic text reply is sent: "Please respond with only a YES or NO" until the customer correctly opts in.
However, customers who opt out with "STOP" receive only a SINGLE automatic Opt-Out text reply: "You have opted out of texting. Reply "START" at any time to opt back in." If they text us again after opting out, no automatic text replies prompt the customer to use the correct word to opt back in.
For example, an out-of-state customer opts out of text with "STOP" after we do not give them a "good price." A few days later, a manager calls the customer and instructs them to text us a photo of our "competitor's proposal who has beaten our number". The customer agrees and tells us to move communications to texts only as he will be out of town for the week and cannot take any more phone calls. We will receive the photo but could not reply to their text.
Another example: a customer opts out of texting with "STOP" because they placed a deposit at an out-of-state store. Later that same day, after a long drive, they arrive, and the deal blows up. Before they begin driving back home, the customer texts us a very long message, which moves the opt-out message out of their screen. We will receive the text but cannot reply.
Is there any way to have the automated text opt-out message "You have opted out of texting. Reply 'START' at any time to opt back in" resend after each received text until the customer correctly opts back in with the approved word?

Shelby Parker

Hello Alexis Gutierrez-Malagon! I have a few more questions for you:

Can you provide more details about the frequency of such incidents where customers opt-out and then opt back in?
Are there any specific scenarios where you would not want the automated opt-out message to be sent after each received text?
Would you like to have any additional features or options in the automated opt-out message, such as a link to customer support or a help page?

Alexis Gutierrez-Malagon

Shelby Parker

This incident has not yet happened. But this has occurred a handful of times in the previous CRM I used.
The only scenario I wouldn't want a repeated automated opt-out message is when an angry customer opts out. But even then, if there is no way to reply, the customer may become more irate as it appears that we are ignoring them.
I cannot think of any additional features or options to add to the automated opt-out message.

Garret Chanin

Another example of what should qualify as an alternative opt-in from the customer.

Michael Weitz

Excellent- Great idea and option

Brendan O'Reilly

I've provided a few examples now... it might have been in a different thread but here is another one. This needs to change ASAP. Tired of having to apologize to our customers who are obviously okay with text communication from us.

Michael Weitz

Brendan O'Reilly agreed totally

Paul Alvarado

I understand that once the customer respond with anything other than "no" or "stop" it should be consider as a yes.

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