SMS Text Exceptions, Failures, and Stop/Start

Obtaining information back about SMS Text messages is one tool in determining the effectiveness of sending SMS Text message.  Xenegrade will provide as much detailed information about the delivery of your message as possible in the message log report. In most cases, this means the message will be updated with the status of 'delivered' or 'undelivered' after it has been 'sent'. There may be occurrences where this information is not available. If this happens, the status of the message will remain as 'sent'.

Delivery Failures

Unsuccessful SMS messages may result in 'failed' or 'undelivered' status. The SMS Message Log Report will display an error message indicating the failure reason. Refer to your Twilio account regarding any charges for messages that are not delivered.

Start/Stop and Opt-In/Out

Recipients are permitted by law to opt-out of receiving text messages at any time by replying with any of the opt-out keywords to any message received from your service. These keywords are  STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, and QUIT. This method of opt-out is handled automatically and requires no action on your part. Recipients may also opt-out via their user profile settings in XenDirect. The two methods of opt-outs are separate. One or the other may apply, or both simultaneously.

If a recipient decides to opt-out using any of the STOP methods, that STOP does not alter their XenDirect profile.  The STOP is recorded with the Twilio texting service.  The only method a recipient can decide to opt-in after using a STOP is to respond with START or YES to opt-in to the service. Like opt-outs, this requires no action on your part and is handled separately from opt-ins via the client's user profile in XenDirect. Following is a list of sample scenarios and the resulting text outcome.

• XenDirect Profile is set to allow SMS Text and Recipient has not used the STOP opt-out reply: Message should be sent and delivered.
  
• XenDirect Profile is set to NOT allow SMS Text and Recipient has not used the STOP opt-out reply: Message will NOT be sent.
• XenDirect Profile is set to allow SMS Text and Recipient HAS used the STOP opt-out reply: Message will NOT be sent.
• XenDirect Profile is set to allow SMS Text and Recipient HAS used the STOP opt-out reply but later used the START opt-in reply: Message should be sent.

How to enable SMS Text after a Client used the STOP opt-out reply method:

• Inform client to reply to the the last text they received from you using the word "START".
  
• If the client no longer has the text to send a reply, instruct the client to send the word "START" to your unique SMS Text phone number.  That number can be found in your Twilio account settings.