Unsubscribe / STOP functionality

[coreyworrell]

As far as I can tell, there is no ability to handle unsubscribes or opt-outs via a user replying with STOP or similar keyword?

[kuzmany]

I can do that, but need be sponsored this feature.

[coreyworrell]

@kuzmany that may be possible, how would the sponsorship be handled? I have just opened a ticket with Plivo as well because I don't currently see any way to setup a webhook there when someone opts-out via SMS.

[kuzmany]

@coreyworrell
this should deliver info about “queued”, “sent”, “failed”, “delivered”, “undelivered”, or “rejected” sms

https://www.plivo.com/docs/sms/guides/delivery-reports#sms-delivery-and-notifications

Write me to support@mtcextendee.com and I can get you offer If you have budget.

[coreyworrell]

@kuzmany if we go that route (using delivery reports), then it would basically double the Mautic work/traffic correct? Instead of just sending, Mautic would now be handling multiple requests for each sent message (I assume messages sent to valid user would trigger queued, sent and delivered, while a message sent to opted-out number would likely just trigger rejected).

If it receives status of queued then Mautic would need to check if Mautic user is set to DNC for SMS and remove DNC. And if Mautic receives status of rejected then Mautic would add DNC for SMS. Potential problem: we would need a way to allow users to opt-in again though and let Mautic know to remove the DNC. Because if a user in Mautic is set as DNC, the next SMS will be rejected by Mautic before it ever goes out to Plivo, and Mautic will never know that user has opted back in.

The alternative would be to setup a Plivo PHLO with a branch that checks if received message contains their stopwords (https://www.plivo.com/docs/sms/concepts/dnd-service) and then that would trigger a request to Mautic and add DNC for SMS... And the same could be applied to the OPT-IN feature mentioned in Plivo docs cited above. This would not be as simple of a setup as using delivery notifications, but it would drastically reduce the number of requests Mautic would need to handle.

Maybe a few thousand requests from delivery notifications (for an average size campaign) isn't so bad though and the simple setup is a good trade-off.

I think the best way would be to have Plivo simply create webhooks for when users opt-out and opt-in. This is probably the most difficult though to motivate them to add this feature.