SMS Opt-in and Opt-out (How-To)

Article Details

Overview

This article explains how opt-in/opt-out works, what keywords affect subscription status, recent system updates related to compliance, and how to manage visibility of opt-in/out fields on the Owner Form. 

How Opt-In and Opt-Out Work

Twilio automatically processes certain keywords that unsubscribe or resubscribe a customer from all SMS communications sent via Gingr.

Opt-out Keywords

If a pet parent replies with any of the following words, they will be unsubscribed from all Gingr text messages:

  • Stop
  • Stopall
  • Unsubscribe
  • Cancel
  • Quit
  • End

Opt-in Keywords

To resubscribe, pet parents must text one of the following words:

  • Start
  • Unstop

Why Opt-In/Out? 

To ensure compliance with industry regulations for recurring and automated messaging these settings are required by Twilio and help ensure:

  • Customers retain full control over their communication preferences.

  • Messages are delivered reliably and in compliance with carrier rules.

  • Businesses avoid penalties or SMS number blocks due to noncompliance.

As part of these requirements, we’ve made the opt-in/opt-out fields on the Owner Form hidden by default in all apps to reduce the risk of manual overrides that could violate compliance rules. 

How to Re-Enable Opt-In/Out Fields for Staff

If you need your employees to view or edit the SMS opt-in/out status from the Pet Parent Profile:

  1. Go to Admin > Owner Form.

  2. Locate and edit the relevant field(s) for SMS and/or Email communication preferences.

  3. Select Employees for both of these settings:

    • Who Is Required to Complete This Field?

    • Who Can See/Edit This Field?

  4. Save the slide-out window, then scroll to the bottom and save the form.

This will make the fields visible in the Pet Parent Profile for your team while maintaining compliance for customer-side controls.

 Tip: These changes do not affect the Customer Portal, where pet parents will continue to have the ability to manage their own communication preferences.

Helpful Hints

  • Avoid using opt-out language in your SMS templates. For example, don’t include "Reply 'cancel' to cancel your reservation" in Reminder texts, as it could trigger a global unsubscribe.

  • If a customer reports not receiving texts, ask if they may have previously replied with an opt-out keyword.

Related Resources

 

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