Opt-in and opt-out compliance
MessageBird takes compliance with regulations seriously and monitors standard OPT-IN and OPT-OUT keywords to ensure compliance. If an opt-out request is received, MessageBird will process it and block future communications between the Sender and the Receiver (opt-out number) until this same Receiver (the end-user) opts in again by sending the appropriate keyword.
To further support customers in ensuring compliance, MessageBird offers the option to set up personalized opt-out acknowledgment, non-standard opt-out words (for example, in different languages), as well as opted-out number tracking.
All opt-out keywords are case-insensitive
Scope of an opt-out
Whether an opt-out blocks only the specific sending number or every number in your workspace is determined by the message type assigned to the sending number:
- Promotional / Marketing numbers: an opt-out is enforced at the workspace level — the recipient will no longer receive marketing SMS from any number in your workspace, not only the number they replied to.
- Transactional, Conversational, 2FA, and Emergency numbers: an opt-out only takes effect at that specific number — other numbers in your workspace can still message that recipient.
For the full per-type breakdown, see SMS message types and compliance. To view and manage the resulting suppressions, see Suppressions.
Compliance Keywords
Bird CRM system always listens for predetermined keywords categorized by type and language as below. Via the Compliance Keywords Messages endpoint you can customize the acknowledgment message each category will trigger.
English
HELP
- help
- info
OPT OUT
- stop
- stopall
- end
- quit
- cancel
- unsubscribe
OPT IN
- start
- begin
- resume
- revert
- unstop
Other languages
HELP
- aide (french)
- hulp (dutch)
- hilfe (german)
- ayuda (spanish)
- ajuda (portuguese)
- Aiuto (italian)
- ПОМОЩЬ (russian)
- POMOCY (polish)
OPT OUT
- arret (french)
- halt (german)
- detener (spanish)
- parar (pourtugese)
- ferma (italian)
- ОСТАНОВИТЬ (russian)
- ZATRZYMAJ (polish)
OPT IN
- nonarret (french)
Confirmation Messages
Bird will send confirmation messages whenever possible and automatically. You can edit the default acknowledgement messages in the SMS Automation Preference tab (or via API ). If no customisation is provided a default message will be used (see below)
Important Notice: Limited Customization for Toll-Free Number Opt-Outs
When utilizing US or Canadian toll-free numbers (TFNs) for messaging, please note that
- STOP and UNSTOP keywords will generate unmodifiable, carrier-driven acknowledgment messages. Custom acknowledgment message customization is available for all other keywords
- STOP and UNSTOP create suppression entries at the carrier level, which can only be lifted by an action visible to the carrier (ex, sending UNSTOP will lift a suppression). Any action performed via the Bird's suppression tool will not have any effect on carrier-initiated blocks
US/Canada 10DLC and long codes
Unlike toll-free numbers, 10DLC and long codes have no carrier-level opt-out block. Opt-outs on these numbers are handled entirely by Bird's suppression layer, so they can be viewed and managed in your workspace's Suppressions list.
Important Notice: Shared Short Code Suppression Management
Shared short codes, by their nature, carry traffic from multiple senders/organizations. For shared short codes, Bird will handle opt-outs and opt-ins outside your organization. This ensures compliance with opt-out regulations and prevents the exposure of sensitive data across multiple organizations or workspaces. Therefore, suppression entries will not be visible within your workspace. If you require detailed suppression reports, we recommend using a dedicated short code or a long code
Default Compliance Keyword Acknowledgment Messages
OPT OUT
Text:
"You replied STOP and will be opted-out of further marketing messages. REPLY START to opt-in again or HELP for info. Msg&Data rates may apply."
OPT IN
Text:
"INFO: You have opted in for marketing messages. REPLY STOP to opt out. Reply HELP for info. Msg&Data rates may apply."
HELP
Text:
"Manage your preferences. Reply STOP to opt out. Msg&Data rates may apply."
Is good practice to provide a contact (in the form of an email address , webpage or phone number) as part of your HELP confirmation. If you can provide ones please configure a customised HELP message
OPT OUT Link
When sending traffic via a 1 WAY sender (Example via an alphanumeric sender) you cannot use keyword, introducing the system variable {{optOutLink}} in your message body bird will generate an unique opt links .
For example if you message body is Hello World, to Opt Out click {{optOutLin}} your users will receive a message like Hello World , to OptOut click ubrd.eu/xxxxxx