I am trying to get our Mobile Connect account to send a response message back to a user who replies to an SMS with the STOP keyword.

Currently when I reply STOP to a message I can see that my status is set to Unsubscribed but I don't receive a confirmation message.

I have setup a "Custom Response Text" on the STOP keyword.

sms stop configuration

Is there somewhere else in the account that I need to configure this?

I couldn't find anything in the official documentation.

  • Are you using a private or shared short code? Mar 14, 2019 at 8:54
  • @RachidM, how could one check if the used code is either shared or private? Mar 14, 2019 at 12:39
  • You can not check this inside SFMC. You should ask your account representative or ask the support. We had had this problem when using a shared short code. Check the STOP Keyword section here link. Try to unsubscribe using another GSM provider and see if you receive the message or not. Mar 14, 2019 at 13:46

1 Answer 1


It looks like your MobileConnect instance was not properly configured when you had your shortcode added.

When you filled out the Campaign Approval Form (CAF) with Salesforce to acquire a new shortcode or migrate an existing shortcode, you needed to provide Opt-Out keywords (standard opt-out keywords are STOP, END, CANCEL, QUIT, and UNSUBSCRIBE). Included in the form is the Opt-Out Message Text to go along those keywords when subscribers text those opt-out keywords to your shortcode like you have above: "You have been unsubscribed from all future messages."

You need to contact SFMC support to get this fixed.

You must log in to answer this question.

Not the answer you're looking for? Browse other questions tagged .