Opt-Ins and Opt-Outs

What are Opt-Ins and Opt-Outs?

• Opt-out: When a recipient chooses not to receive further messages, they are considered "opted out". This prevents the sender from sending additional messages to the recipient.
• Opt-in: When a recipient who has opted out chooses to start receiving messages again, or has no recorded opt-out in Telgorithm, they are considered opted in.

For Telgorithm delivery-state purposes, recipients are treated as eligible to receive messages unless an opt-out has been recorded. Customers remain responsible for obtaining any legally required consent before messaging recipients.

Sending Messages to Opted-Out Recipients

When a message is sent to a recipient who has opted out, the outbound message fails with the dedicated error code 1002: RecipientOptedOut. The message is not delivered, and integrations can use this error code to detect and handle opted-out recipients.

Opt-In and Opt-Out Settings

Opt-In and Opt-Out settings define the keywords and auto-reply messages used for opt-in, opt-out, and help workflows on a Messaging Config. These settings can use custom values from the Messaging Config or available values from the linked TCR campaign.

The following standard keywords are always active. Customers do not need to configure them manually, and they cannot be disabled or reassigned to another action.

Keyword matching is case-insensitive. For example, stop, Stop, and STOP all trigger the opt-out workflow.

Default Auto-Reply Messages

Telgorithm sends default auto-reply messages when no custom message is configured, or when TCR settings do not provide a message for the matching action.

How Opt-In and Opt-Out Settings Work

Opt-In and Opt-Out settings can be managed on a Messaging Config. Customers can either configure values directly on the Messaging Config or sync available values from the linked TCR campaign.

Configuration Modes

Use Custom Messaging Config Settings

When UseTCRSettings is off, the Messaging Config is the source of custom opt-in and opt-out behavior. Standard Telgorithm keywords remain active, and any custom keywords or messages on the Messaging Config are applied on top of those defaults.

For example, if a Messaging Config adds CONTINUE and RESUME as custom opt-in keywords, the effective opt-in keyword list becomes:

START, UNSTOP, CONTINUE, RESUME

Use TCR Campaign Settings

When UseTCRSettings is on, Telgorithm uses values for opt-in, opt-out, and help workflows from the linked TCR campaign where they are available. Standard keywords remain active, and Telgorithm falls back to default messages when the TCR campaign does not provide a message for the detected action.

For example, if the linked TCR campaign defines STOP and OPTOUT as opt-out keywords, the effective opt-out keyword list becomes:

STOP, QUIT, END, UNSUBSCRIBE, OPTOUT

Auto-Reply Message Priority

How Recipients Opt In, Opt Out, or Request Help

Single vs. Double Opt-Outs

When a recipient opts out, they stop receiving messages either from a specific sender phone number or from both the sender phone number and its associated TCR campaign.

• Single opt-out: If the sender's phone number is not associated with a TCR campaign, or is toll-free, the recipient is opted out only from the sender's phone number.
• Double opt-out: If the sender's phone number is associated with a TCR campaign, the recipient is opted out from both the sender's phone number and the TCR campaign. A TCR campaign-level opt-out applies to messages sent from any sender phone number associated with that TCR campaign.

Webhooks for Opt-In and Opt-Out Events

Opt-in and opt-out webhooks are Messaging Config Webhooks. For a given Phone Number, webhooks are dispatched according to the Messaging Config currently associated with that Phone Number.

Single Opt-In and Opt-Out

One webhook is sent:

Copy
{
  ...
  "ScopeType": "SenderPhoneNumber",
  "Scope": "+11234567890",
  ...
}

Double Opt-In and Opt-Out

Two webhooks are sent.

Phone number-level scope:

Copy
{
  ...
  "ScopeType": "SenderPhoneNumber",
  "Scope": "+11234567890",
  ...
}

TCR campaign-level scope:

Copy
{
  ...
  "ScopeType": "TcrCampaign",
  "Scope": "C123456",
  ...
}

For full examples of the webhook payload please refer to the Webhook Samples.

Migrating Opt-Outs from Another Provider

APIs are available that allow the import of opt-outs, such as when migrating from another provider. Please refer to the Opt-Outs API Documentation for more details.

Feature Availability

Opt-in and opt-out handling is enabled by default. The support team can disable it for an entire account on request. This account-level setting is separate from the per-Messaging Config keyword and message settings described above: it turns the whole workflow on or off rather than adjusting individual keywords.