your sms resubscribe message which cannot be changed is asking people to reply with “unstop” with the double quotes around the unstop. Users are replying with exactly “unstop” with the double quotes and they are not able to resubscribe because that is obviously the wrong trigger word.
Can you add “unstop” with the double quotes as a trigger or remove the double quotes from the wording so it doesn’t confuse people?
Hi there
Welcome to the Community! Thanks for sharing your question with us!
While it’s impossible to change the phrasing of those unsubscribe messages, and take off the apostrophes from the word unstop, as that phrasing from the cell carrier themselves, you could target these SMS unsubscribes with a form letting them know how to re-subscirbe if they want to. You could create a segment of uses with this condition > What they Have/Haven’t Done > Unsubscribed from SMS and then only have the form display to this certain segment every 30 days or and let these users know to text back without apostrophes in order to receive SMS marketing from your brand again.
Thanks for participating in the Community!
-Taylor
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