Don't Block Texts if Customer Has Actively Texted Us
B
Brandon Chittenden
They should be considered opted in if they are having communications with us that they are sending via text. Several people keep sending texts and have received the Opt In, but clearly don't understand you're blocking us from being able to respond unless they say Yes or Start.
This is making for a worse user experience and displays that they clearly want the communication.
Shelby Parker
Thanks for posting this, Brandon Chittenden — totally hear you on how frustrating that is for both your team and the customer experience. Really appreciate you calling it out; I’m sharing this with the team so we can review how opt-in/blocking behaves when someone is actively texting you, and we’ll follow up if we need any additional examples or context to dig in.