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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? – Rachid Mamai Mar 14 at 8:54
  • @RachidM, how could one check if the used code is either shared or private? – Rafał Wolsztyniak Mar 14 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. – Rachid Mamai Mar 14 at 13:46
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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.

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