Customizing Your Service Messages

      Customizing Your Service Messages


        Article Summary

        Products


        SMS & Email
        Supported plans

        Free, Growth, Prime, Powerhouse, Enterprise

        eCommerce Platform

        Shopify, Shopify Plus

        Service messages are SMS responses customers will receive when they reply to your numbers with a predefined keyword. They are used to inform subscribers about their opt-in status or provide help. Service messages are mandatory for US and Canadian recipients therefore, the message cannot be edited. However, merchants with international customers can now fully customize their service messages, opt-out keywords and language, and provide a more personalized and multilingual experience!

        The following article will walk you through the Service messages section of the Settings menu.

        Editing your Service messages

        1. In your Yotpo SMS & Email main menu, go to Settings > General Settings.
        2. Scroll down to Service Messages.
          At the very top you’ll see a brief description and a disclaimer regarding US and Canadian recipients, followed by the three types of service messages and opt-out language you can edit.

        Description

        Double opt-in confirmation message

        Here you can personalize the text message customers receive when they send one of the double opt-in keywords listed above the text message editor of the section. To add a new confirmation message, click on the country drop-down menu, then on Add new country, and select one from the list.




        Double opt-in




        Now you can edit the message as you wish. Every time a customer from that country sends one of the double opt-in keywords, they will receive the message you just created!

        Important:
        If you decide to disable the Double opt-in confirmation message from the toggle button, US and Canadian recipients will still receive the default mandatory service message.

        HELP/INFO service message

        The second type of service messages are triggered when customers send one of the help keywords listed above the text editor. To create a new Help service message, click on the country drop-down menu, then on Add new country, and select one from the list.




        Help service message

        After you’ve selected the desired country, you can edit the service message to fit your brand and language.

        Important:
        If you decide to disable the Help service message from the toggle button, US and Canadian recipients will still receive the default mandatory service message.

        STOP message

        The last service message is sent to customers after they unsubscribe from your SMS program. Here you can edit the message and add additional keywords that will trigger the message and opt-out subscribers.

        Click on Add new in the keywords section and type in keywords in the pop-up. You can choose a word between 3 and 20 characters.




        Stop keywords

        Important:
        Keywords are free on Yotpo SMS & Email Growth, Prime, and Powerhouse plans. On the Free plan, you have only one free keyword, and every additional keyword costs $10 monthly.

        To edit the message, click on the country drop-down menu, choose to Add new country, and select one from the list.




        Stop message

        Type in the desired message and make it a special one so a customer might decide to resubscribe!

        Important:
        If you decide to disable the Stop service message from the toggle button, US and Canadian recipients will still receive the default mandatory service message.

        Opt-out language

        The last section allows you to change the mandatory opt-out language sent at the end of every text message. To do so, toggle the Change opt-out text for all countries outside the USA and Canada button, click on Add new country and choose one from the list. A text box will appear where you can change the text before the Opt-out URL shortcode.




        Opt-out language




        The opt-out language will change every time you send text messages to that country. You can add as many countries as you want.

        Don’t forget to save the service message changes from the bottom of the page.


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