Since SMS can be interactive, Listrak offers Short Code System Messages and List System Messages to respond to messages sent from your customers. You can learn about both types below, and even see examples.

Short Code System Messages

A Short Code System Message is the automatic reply to a customer on any list on the Short Code when they reply with a Keywords such as HELP, STOP, or an invalid response to a Data Acquisition request (FAILURE, INVALID REPLY, TWO WAY INVALID REPLY).

Navigate to Contacts > SMS Contacts SMS Lists to review these messages. 💡 If you have multiple short codes, you will need to select the correct short 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.

Learn more about the Short Code System Message types below.

Help Response

This message is sent to subscribers when they respond to any message with the word HELP, any reply that we don't understand, or any additional Keyword Aliases that you define. Canadian Short Codes also include INFO and AIDE. CTIA requires that the following information be included in your Help Response message:

  • Program (brand) name OR product description

  • Additional customer care contact information

Ex: StyleCo: We're here to help! Please call us at 800-555-1234 or email us at service@syleco.com. Reply STOP to stop. Msg&data rates may apply.

Stop Response

This message is sent to subscribers and they are opted out when they respond to any message with the word STOP, END, CANCEL, UNSUBSCRIBE, or QUIT, or any Keyword Aliases that you define. Canadian Short Codes also include ARRET and ARRÊT. The contact will be moved to Opt-ed Out status. CTIA requires that the following information be included in your STOP Response message:

  • Program (brand) name OR product description

  • Confirmation that no further messages will be delivered

Ex: StyleCo: We'll miss you! You're now unsubscribed and will no longer receive messages to the number you used to opt in.

Invalid Reply Response

This is the message that is sent to subscribers when they respond to any Data Acquisition messages and the response is not the expected format and therefore Invalid Data - for example, if you ask for an email address and somebody replies with 17554, that’s an invalid reply. The CTIA doesn't have any requirements for this message, but could look similar to the following:

Ex: StyleCo: We're sorry, we didn't understand your last entry. Please try again. Reply with HELP for assistance.

Failure Response

This is the message that is sent to subscribers when they respond to any Data Acquisition messages with Invalid Data more than 3 times. The CTIA doesn't have any requirements for this message, but could look similar to the following:

Ex: StyleCo: We were unable to capture your entry. Please reply HELP for assistance.

Two Way Invalid Reply

This option will only appear if you enable the SMS Conversations toggle. This message is sent instead of the help message, 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). The message prompts the contact to reply with the keyword AGENT if they would like to speak with a representative.

Ex: StyleCo: We're sorry, we didn't understand your last entry. Please try again. Reply with AGENT to speak with a representative.


List System Messages

A List System Message is an automatic response to opt-in and can either be an Opt-in Configuration, or Existing Subscriber automatic response. Go to Contacts > SMS Contacts SMS Lists to create or edit the List Message under List Settings. 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.

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