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Keyword-Based Opt-Outs

How Keyword-Based Opt-Outs Help Ensure Messaging Compliance

📵 Opt-Out Management Guide

Effectively managing opt-outs is essential for ensuring compliance, maintaining customer trust, and protecting your brand’s integrity. Our platform supports a tiered approach to opt-outs, distinguishing between Hard DNC (Do Not Contact) and Soft DNC keywords to help you respond appropriately to different types of customer feedback.

🔒 Hard DNC Keywords

Definition:
These keywords represent formal and enforceable opt-out requests. When a contact sends any of these, they must be immediately removed from further communications. Handling is automated and carrier-enforced.

✅ Industry-Standard Hard DNC Keywords:

  • STOP

  • STOPALL

  • UNSUBSCRIBE

  • CANCEL

  • END

  • QUIT

Platform Behavior:
When any of these keywords are received, the platform automatically:

  • Processes the opt-out

  • Adds the number to a permanent block list

  • Ensures compliance with industry and legal standards (e.g., TCPA, CTIA)

⚠️ These keywords are processed at the carrier level and are non-negotiable.

➕ Additional Hard DNC Keywords (Platform-Recognized Only)

Beyond the industry standards, we also monitor for contextually serious opt-out signals. These are not enforced at the carrier level but are respected by our platform to uphold customer experience and brand safety.

Examples include:

  • "Death"

  • "Wrong Number"

  • Use of abusive language

Note: These keywords rely on internal handling logic and may be subject to interpretation based on phrasing.

🟡 Soft DNC Keywords (Expressions of Disinterest)

Definition:
Soft DNCs indicate that the user is not interested in the current offer or not ready to engage, without explicitly opting out. They should be handled with sensitivity to avoid damaging future engagement potential.

🗂 Examples of Soft DNC Phrases:

  • “Not Interested”

  • “Already a Customer”

  • “Already Spoke to Someone”

  • “Chose Another Option”

  • “Did Not Request Info”

  • “Interested for Future”

  • “Location Issue”

  • “Unqualified”

Platform Handling:
While these do not trigger permanent opt-outs, they can be configured to:

  • Pause communication for a defined period

  • Route to a different campaign or follow-up path

  • Flag for manual review

This flexible handling helps preserve the relationship without overwhelming the customer.

⚠️ Important Compliance Notes

  • Hard DNC (Standard) keywords are legally binding and enforced automatically at the carrier level.

  • Additional Hard DNC and Soft DNC keywords are managed at the platform level only. Their effectiveness may vary due to message content and language nuances.

  • Manual monitoring and review are recommended for ambiguous cases.

🔁 Use Case Tip

If you're working through contact lists and some users have not confirmed opt-in, ensure you're not messaging anyone flagged with a Hard DNC keyword—either by carrier block or our extended platform logic.