Modify Opt-out Keyword/Conflicts with Appointment Cancellation
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Mia Barlow
We are utilizing the AI Conversation Chatbot and have encountered that if a customer messages "cancel" it will opt them out/unsubscribe them from SMS rather than solely cancelling their appointment (see second screenshot). We are a bit concerned with this as unless they know to opt back in/resubscribe, we will not be able to message them to confirm their appointment was cancelled, reschedule, or communicate with the customer in any way. I spoke to HL Support who indicated that the phone carrier is the one who establishes the key words, and was curious if it can be discussed with them to modify they key words and remove "cancel" since it is interfering with a pretty common use of cancelling an appointment, but keep the other key words.
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Tracey Lipnicki
Cancel is NOT one of the keyword used to unsubscribe only Stop or unsubscribe thats why the first automatic message says reply stop any time to unsubscribe, it does not say reply cancel to unsubscribe so there is no way anyone would kn ow not to reply that they need to cancel their appointment
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Tracey Lipnicki
s this is a nightmare and burns hot prospects just because they need to change their appointment
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Malia Ruvalcaba
If we can make this happen, it would be a game changer!
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Shelby McCloud
This would be super helpful!!
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Mia Barlow
Ronak Jindal
Ronak Jindal
Mia Barlow I'm guessing you think the customer didn't want to unsubscribe from SMS. They just wanted to cancel the appointment.
In this case, I urge you to help them cancel the appointment some other way so that they avoid sending that keyword. Nikunj Sharma can help you further on this.
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Mia Barlow
Ronak Jindal You are correct that the customer did not intend to unsubscribe from SMS. We could explore your suggestion, though it may be challenging, as our chatbot will be the sole method of communication with customers via SMS in this sub-account. There will be no agents available to connect via call or email, and our goal is for the chatbot to be largely self-sufficient, particularly during off-hours when our team is unavailable.
I've noticed similar feedback from others facing this issue in this forum, indicating that it may be a broader concern. Nikunj Sharma Would it be possible to discuss the removal of the "cancel" keyword? In my experience with the company over the past few years, I haven’t seen customers use "cancel" with the intent to unsubscribe, as most tend to use the more common keywords like "stop" and "halt."
Looking forward to your thoughts on this. Thank you!
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Nikunj Sharma
Mia Barlow
Can you share the ticket you have raised with our support team ?