Skip to main content

Notifications

Customer experience | Sales, Customer Insights,...
Suggested answer

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

(0) ShareShare
ReportReport
Posted on by 129

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"

pastedimage1643197277950v1.jpeg

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!

  • Suggested answer
    RE: Inbound message "STOP" is not tracked by the marketing application

    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

  • Nya Profile Picture
    Nya 29,058 on at
    RE: Inbound message "STOP" is not tracked by the marketing application

    Hi,

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

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Announcing Our 2025 Season 1 Super Users!

A new season of Super Users has arrived, and we are so grateful for the daily…

Announcing Forum Attachment Improvements!

We're excited to announce that attachments for replies in forums and improved…

Vahid Ghafarpour – Community Spotlight

We are excited to recognize Vahid Ghafarpour as our February 2025 Community…

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,969 Super User 2025 Season 1

#2
Martin Dráb Profile Picture

Martin Dráb 230,842 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans