If a Subscriber receives an SMS message from MobileConnect and replies with an opt-out keyword (e.g. 'STOP'), then they are automatically suppressed from receiving future SMS messages.

However, is there a way to re-subscribe an unsubscribed mobile subscriber if they want to opt-in again?

The only way we've been able to do this previously is to open a support case.

  • 1
    Good question, I would like to know this too. – Christopher Carswell Nov 19 '17 at 22:47
  • Hello Eliot, did you find a solution for this issue ? I'm facing the problem. I have tried this API link but it doesn't work :/ – M'henni Koroghli Mar 27 '19 at 15:36
  • I'm told that you should be able to simply import a list to MobileConnect Contacts and set the status to Active. I haven't tried that though. If you want to give that a go and it works for you, please post your answer to this question. – Eliot Harper Mar 27 '19 at 21:47
  • I have already tried this but it only change the status of the subscriber. But he still opted out for the Keyword :/ – M'henni Koroghli Apr 8 '19 at 8:53

The only reliable way I've found to manage this is to never actually unsubscribe them from receiving messages. So, whenever a subscriber texts STOP, I present them with the standard STOP language but I have a script text join in the background with an additional keyword that lets the JOIN keyword know not to send a message to the user.

I'll then update this records mobile-opt-in flag in Sales Cloud to false inside that same script rather than managing that state in Marketing Cloud. If you weren't using the connector then I'd imagine you could just write to a master status DE and do lookups on that data extension when generating your mobile campaigns (or when in journeys) to manage the users status rather than having the system deal with this.

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