Keywords: opt out, SMS, text messages, unsubscribe, Cloud 9 Connect, stop, quit, end, revoke, cancel
Summary
This article covers the required SMS opt-out keywords under TCPA regulations, why they cannot be changed, and how to update your messaging templates to reduce accidental opt-outs from patients.
Allowing specific keywords to unsubscribe from automated text messages is a requirement for all companies in order to comply with the Telephone Consumer Protection Act (TCPA). If you send marketing or promotional text messages to customers in the United States, you are subject to TCPA regulations. This means that certain words are recognized as opt-out commands by federal law and cannot be changed or overridden by Planet DDS, Cloud 9, or your practice.
The complete list of "opt out" words is:
- STOP
- QUIT
- END
- REVOKE
- OPT OUT
- CANCEL
- UNSUBSCRIBE
Reducing Accidental Unsubscribes
Because words like "Cancel" are commonly used in appointment reminder replies, patients can accidentally opt themselves out of text messages without realizing it. There are a couple of ways to update your messaging templates to help prevent this. Please see THIS ARTICLE to learn how to update your SMS Text Template for Cloud 9 Connect.
One option is to update your reminder message to use different wording for patient responses. For example, instead of asking patients to reply "Cancel" to cancel their appointment, you could update the message to say something like:
"Reply with 'Reschedule' to reschedule your appointment."
Another option is to use single letter responses to avoid opt-out words altogether, such as:
"Reply 'N' or 'No' to cancel your appointment and 'Reply R' or 'Reschedule' to reschedule."
Both of these approaches have helped reduce instances where patients accidentally opt out of SMS messaging by using one of the recognized opt-out words.
What to Do if a Patient or Responsible Party Accidentally Opts Out
If a patient has accidentally opted out of text messages, you will see a red icon indicator attached to their phone number in their patient contact information in Edit > Patient > Relationships > Responsible Party Contact Information.
To resolve this, the patient will need to text START to the same number they received the reminder from. This will remove the opt-out designation from their phone number and restore SMS messaging for that patient.
If you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com . You can chat with us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us . You can also give us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.