Customize Automated SMS Opt-In and Opt-Out Messages
When a customer sends an SMS text message to your company,
LiveMessage replies with an automated message confirming that the customer consents to
communicating by SMS. Customers can choose to opt in to receive messages or opt out by
replying with a keyword, such as “STOP.” LiveMessage then sends an automated message that
acknowledges the customer’s preference. Salesforce provides default text for the opt-in and
opt-out messages, and you can customize them to better suit your company’s branding and
tone.
Where: LiveMessage in Lightning Experience is available in Enterprise, Performance, Unlimited, and Developer editions with the Service Cloud. This feature is available in orgs with access to LiveMessage through a Digital Engagement add-on.
Who: Users with the Configure LiveMessage and View Setup and Configuration permissions can write predefined automated response messages.
How: In Setup, enter LiveMessage in the Quick Find box, and select LiveMessage Settings. Select the channel for which you want to customize the automated responses, and click Edit. Modify the text in the Opt-In and Opt-Out fields, and click Save.