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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Inbound message "...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Inbound message "STOP" is not tracked by the marketing application

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Posted on by xhj45 133

Hi,

We are testing the SMS channel using real time marketing and a Twilio account.

The SMS sender is set up using Twilio's alphanumeric sender ID which is a personalized texte ID like "INFO"

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As this sender ID does not accept any inbound message, so for the opt-out, at the end of the message we mentioned <Send STOP to "123456" (a Twilio phone number) to opt out>.

But after having sent the STOP message, the consent status of SMS is still in Opted In in Dynamics.

Any Idea?

Thank you in advance for your help!

I have the same question (0)
  • Nya Profile Picture
    Nya 29,060 on at

    Hi,

    Do you mean that the option has been changed in Twilio but has not been synced to Dynamics?

  • Suggested answer
    Georgios Balafoutis Profile Picture
    Georgios Balafoutis on at

    At the moment, the unsubscribe action happens on the provider (TeleSign) level and is not updated on Dynamics Marketing. Moreover, D365 Marketing cannot currently track incoming SMS that do not belong to any conversation initiated by the company and starts from the customer (receiver)

    To solve the above, we are currently looking into ways to a) synchronize the consent between the provider and Dynamics Marketing to improve clarity on the opt-out status, b) fetch the incoming SMS communication initiated by the customer and decide how it should be handled.

    Thanks,

    Georgios

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