Do Not Opt-Out of Text for CANCEL to an Appointment Confirmation Reminder
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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
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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Giselle Alvarez
Yes, STOP should be the only word that triggers the opt out.
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Dyana Mace
I agree Cancel should not be a word to opt out of text only STOP
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Jacob Coleman
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Jacob Coleman
Hi Serina, thanks for the feedback! "Cancel" is a hard-coded opt out word set by carriers, so we're unable to stop that reply from opting a customer out of texting. What we could do is potentially add "Reply X to cancel" after "Reply C to confirm", so that the customer has a way to communicate a cancellation without opting themselves out.
We'll continue to monitor this for feedback, and you'll receive any updates automatically!
Shelby Parker
Hiya Serina, thanks for this post! I have a few more questions for you:
- Can you provide more details on how often this issue of customers being opted out after cancelling an appointment occurs?
- Could you clarify if there are any specific scenarios or conditions under which a customer cancelling an appointment should still be opted out of text messages?
- Do you have any suggestions on how you'd like the system to handle appointment cancellations in relation to text message opt-ins and opt-outs?
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Serina Sprecco
Shelby Parker: 1: I'd say it happens about once a week. A customer gets the "Friendly remind of your appointment. Reply C to confirm" and then they hit us with a cancel.
2: I think a customer should be opted out of texting when they say STOP. When we opt them in, that's the message they receive. Reply STOP to cancel. CANCEL shouldn't also do that.
3: An appointment cancellation under no circumstance should be opted out unless they say STOP. The system should just say, "We have received your cancellation and we will have a representative reaching out to reschedule" or something like that.