Klaviyo stripping out Opt Out Link from SMS in Live Flow

Question

Hey all,I am having a weird issue that I am hoping someone might be able to provide some support to me because at the moment I am at a loss.I have started doing an audit of all our sms flows after seeing the cost of our sms and found that the first sms in our welcome series was the length of four messages. I trimmed this write down to fit under one sms not exceeding the 160 character limit.For context, user will arrive on site, receive a pop up to enter their contact details and will be added to two lists, all subscribers and an SMS list.Welcome flow email triggers as soon as they are added to the all subscribers list and the sms triggers one hour after if they have been added to the SMS list and have not made a purchase. The SMS pulls in their profile specific welcome code and the copy is belowWelcome to the team!Your unique 15% off code is: {% coupon_code 'WELCOME15FLOW' %}SHOP NOW: https://mysite.comExclusions apply.When I tested this in preview, Klaviyo automatically picked up the code and shortened links and added the unsub and the preview looked like thisWelcome to the team!Your unique 15% off code is: WELCOME15FLOW-PREVIEWSHOP NOW: https://klv8.io/XXXXXXExclusions apply.STOP: https://ksub.io/XXXXXXAnd I sent this to my own number no problem and everything rendered correctly (although I will say it did pick up a different coupon code than the one that was assigned to my profile that I selected for testing but still the message came through fine).Now, I activated the journey, subscribed to both email and sms via the site pop up and an hour later I got my text however, theSTOP: https://ksub.io/XXXXXXWas completely removed from the send and I cannot for the life of me work out why.Needless to say I have had to turn this flow off for now until I can get this resolved but curious to know if anyone has experienced this or can provide support as this time Klaviyo support was not very helpful and just told me that test previews and live sends can be different.Any advice or support will be greatly appreciated. Thank you.

Temi O. · Answer

​@kaneelias,Thank you for posting! Thisis very likely a character count issue. When you include the STOP link, Klaviyo needs to fit it within the overall SMS length. If your message plus the STOP link exceeds 160 characters, the behavior can vary depending on how we handle that split.Here's what I'd check first:The coupon code insertion and the shortened URLs are both dynamic, so they could be longer in live send than what rendered in preview. Pull up the actual message that arrived on your phone and count the characters end-to-end, including the STOP link. If you're over 160 characters total, that's your culprit.Also, when you tested earlier, did you use the exact same profiles/data that would be used in the live flow? Preview sometimes generates placeholder versions of dynamic content (like the coupon code) that might be different lengths than what gets inserted at send time.If you're definitely under 160 characters with the STOP link included, or if you count it out and still can't figure out why it's being stripped, we can dig into it further.Temi@Klaviyo

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