SMS System Messages are automated messages sent based on the responses sent by your contacts. Since SMS can be interactive, Listrak offers two types of replies: Short or Long Code System Messages and List System Messages. You can learn about both types below, and even see examples.
Short and Long Code System Messages
A Short or Long Code System Message is the automatic reply to a contact on any list on a previsioned code when they reply with a Keywords such as Help, Stop, Info or when they send an invalid response to a Data Acquisition request (may trigger the Failure, Invalid Reply, or Two Way Invalid Reply).
⚠️ The options for system messages will be dependent on the country for which the code is provisioned and if you have integrated with Two Way SMS.
Navigate to Settings > SMS Settings Sender Code to review these messages.
💡 If you have multiple codes, you will need to select the correct code from list navigation dropdown menu.
Listrak does not give legal advice and any message copy or compliance matters should be considered and evaluated in-house on a case by case basis.
The following types of system messages can be composed in Listrak:
Stop: This message is sent if a contact responds to a message with the word Stop, Arret (French responses trigger stop messages for Canadian codes), or other responses that can easily be interpreted as a response to cease receiving messages (e.g. Cancel, Quit, Leave, End, Fin, Annuler, Quitter, Desabonner).
Help: This message is sent if a contact responds to a message with the word Help or Aide (for Canadian codes) or if they respond with an unrecognized response not associated with any data acquisition or info campaigns.
Info: This message is required for Canadian sender codes and sent when a contact texts into the Info keyword with information in both French and English on how to contact support resources.
Failure: This message is sent when a contact provides invalid information to a data acquisition response who have already received the Invalid Reply messages. This may be a result of using an incorrect format for the data being collected.
Invalid Reply: This message is sent when a contact provides invalid information to a data acquisition response. This message will be sent up to 3 times for the same data acquisition campaign.
Two Way Invalid Reply: This message is sent instead of the help message specified above if the system determines this message should not be automatically be directed to the customer service team (e.g. if the contact does not ask a direct question) when Two Way SMS is enabled. The message prompts the contact to reply with the keyword AGENT if they would like to speak with a representative.
Each country has it's own requirements for system message compliance. Learn more about the requirements for the US & Canada and the United Kingdom.
List System Messages
A List System Message is an automatic response to a contact's opt in request. Two messages can be sent: an Opt-in Confirmation or Existing Subscriber automatic response. These messages must be configured for each list on an SMS sender or long code.
Go to Contacts > SMS Contacts SMS Lists to see your active lists.
Click on the checkbox next to the list you would like to view or edit.
Click on the Edit button.
View or compose your messages in the List Settings section.
Click Save Settings at the bottom of the page to apply the messages.
Listrak does not give legal advice and any message copy or compliance matters should be considered and evaluated in-house on a case by case basis. Click here to learn more about the List System Message.
Recognized Opt-Out Requests
Recognized opt-out requests are a list of potential responses from a contact that could indicate they no longer wish to receive messages. These responses go beyond the suggested STOP keyword, e.g. take me off your list. If a contact responds with any of these values they will automatically be recognized as a request to opt-out and stop receiving messages from the sender code. Please contact Listrak Support for a list of all recognized opt-out values, if needed.