STOP and HELP Compliance Messaging

To meet carrier compliance, your Bronto account must send SMS replies to contacts who request to unsubscribe, get help, or send an invalid keyword. Bronto provides default compliance messaging that you can modify. This topic describes the content and requirements for replies to STOP, STOP ALL, HELP, and invalid keyword messages from contacts.

Your Bronto account must send replies to contacts in the following scenarios:

  • A contact sends STOP <keyword> to unsubscribe from a given keyword
  • A contact sends STOP ALL to unsubscribe from all keywords
  • A contact sends HELP for more information
  • A contact sends an invalid keyword

Bronto provides default compliance messages for replies to STOP <keyword>, STOP ALL, and HELP. If a contact sends STOP and does not include a keyword, then Bronto sends a list of all keywords to which the contact is subscribed. If a contact sends an invalid keyword, then Bronto sends a try again message.

Bronto uses your account information to dynamically include your support phone number, email address, and organization name (HELP only) to the default SMS compliance messages. You can view your account information at Settings > Account Info > Contact Info.

Important: The default HELP message includes your organization name. If your organization name has many characters, your reply can break into multiple messages which affects your SMS allocation. You may want to edit the default HELP message to include a shorthand for your organization name. For more information, see Editing Default SMS Compliance Messaging.

For replies to STOP and HELP, the default compliance messaging is available in English, Canadian English, and Canadian French. For replies to STOP ALL and invalid keyword, default messaging is available only in English, and English and Canadian English, respectively.

You can view and edit the default SMS compliance messages at Settings > Platform Settings > SMS Settings.

Edit STOP and HELP Compliance Messages

In Bronto, you can edit the default SMS compliance messaging for replies to STOP, STOP ALL, and HELP. For example, you can abbreviate or shorten your organization name to minimize character count, or modify the entire message.

Translation is not available for languages besides the default English, Canadian English, and Canadian French languages. Custom text is sent in the language you provide. For replies to STOP ALL, Bronto supports only English.

Important: If you modify the default SMS compliance messaging, ensure that you include the following information:
  • HELP Message:
    • Support Contact Email Address
    • Support Contact Toll Free Phone Number
    • (CA only) Standard message and data rates may apply

      For contacts in Canada, you must include the word "standard".

    • (US only) Message and data rates may apply
  • STOP Message:
    • Support Contact Email Address
  • STOP ALL Message:
    • Confirmation that no more messages will be sent

To learn how to modify the default compliance messaging, see Edit STOP and HELP Compliance Messages.

Bronto Default Messaging

In response to an out-of-session message from a contact, Bronto sends a default message.

A contact request is out of session if it comes more than an hour after the contact receives the initial SMS from your organization. For example, if your contact receives an SMS from you at 2:45 PM, and sends a HELP request at 4:00 PM, then that HELP request is out of session.

If you use a shared short code, then Bronto sends the default messaging. If you use a dedicated short code, and the contact is subscribed only to one keyword, then Bronto sends your custom messaging. If you use a dedicated short code, and the contact is subscribed to multiple keywords, then Bronto sends the default STOP reply.

The following chart shows the Bronto default messages:
Table 1. Shared Short Code
Request Keyword Subscription Bronto Default Message
Invalid Keyword N/A Invalid Keyword. Please try again. Msg & data rates may apply. Text HELP for help.
STOP Multiple Reply "STOP <keyword>" to stop. "STOP ALL" for all. Keywords:
STOP Single You've opted out of this campaign. No more msgs will be sent. Reply HELP for help, or support@bronto.com 1-888-276-6862
HELP N/A Promotional Alerts: 1 msg/day. Contact: sms@bronto.com or 888-276-6861. STOP to end. Msg&data rates may apply.
STOP ALL N/A You've opted out of all campaigns. No more msgs will be sent.
Table 2. Dedicated Short Code
Request Keyword Subscription Bronto Default Message
STOP Multiple Reply "STOP <keyword>" to stop. "STOP ALL" for all. Keywords: