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I have a question regarding the behaviour of STOP keyword with a contact Delete request in a Shared code environment :

Use case 1 : Contact delete after STOP is sent by the Contact

  • A Contact CK1 is subscribed to a Keyword ABCD associated with a shared code 1234
  • CK1 received an SMS on the Keyword ABCD
  • CK1 replies STOP to the shared code
  • CK1 is deleted from SFMC with the Contact Delete Process
  • CK1 is reintroduced to SFMC and resubscribed to the keyword ABCD
  • CK1 is injected to a journey with a Send SMS on the keyword ABCD

Use case 2 : Contact delete before STOP is sent by the Contact

  • A Contact CK1 is subscribed to a Keyword ABCD associated with a shared code 1234
  • CK1 received an SMS on the Keyword ABCD
  • CK1 is deleted from SFMC with the Contact Delete Process
  • CK1 replies STOP to the shared code
  • CK1 is reintroduced to SFMC and resubscribed to the keyword ABCD
  • CK1 is injected to a journey with a Send SMS on the keyword ABCD

Question :

In both use cases, will the contact CK1 receive the SMS ? Will the send bounce and get added to the UndeliverableSMS Data view ?

Many thanks for your help.

1 Answer 1

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Contact CK1 in both use cases should receive the SMS.

In Use Case 1: The 5th bullet reintroduces them back into the All Contacts list in MobileConnect as Active. This allows the recipient to receive the SMS message in the Journey in the next bullet.

In Use Case 2: The 4th bullet introduces the contact with the STOP keyword but changes that status to Active in the next bullet. Same as Use Case 1 above, it should allow the contact into the Journey to receive the SMS message.

Both cases should also allow bounces to be recorded in the UndeliverableSMS data view.

Also the assumption is that you do not have double-opt in enabled which in both cases the contact won't receive the SMS message unless they first double-opt-in before being entered into the journey.

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