Article: Opting in and out of broadcast messages
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Sana Nazir Ahmad
Update Existing KB Page - https://help.respond.io/l/en/broadcasts/workflow-based-on-broadcast-response
Business Problem: Business wants to give their customers the option to opt in or out of broadcast messages.
Pain Points:
Business customers are the recipients of broadcast messages that they do not want to receive.
Context: Business is sending broadcast messages and wants to give their customers the option to opt in or out of the broadcast messages in an effort to avoid sending them SPAM messages.
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Sana Nazir Ahmad
Second Proposed Solutions:
Use the Unsubscribe from Broadcasts workflow template to handle Contacts who want to unsubscribe from broadcast messages. The workflow template is initiated when a Contact decides to unsubscribe from broadcasts by clicking the Unsubscribe button in the broadcast. The Contact promptly receives a confirmation message informing them of successful removal from future broadcasts, and simultaneously, the “Unsubscribe” tag is edited to the Contact’s record to reflect their preference not to receive broadcasts.
(Link to JSON file: https://drive.google.com/file/d/1BtRj4KXdxJwv1dhFn5GFdNyqqulWQy6C/view?usp=sharing)
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Sana Nazir Ahmad
Sending customer the option to Subscribe doesn't make sense cause technically, they have already opted-in when they received the broadcast message.
Alternative Solution, remove subscribe button.
Just provided the unsubcribe button is sufficient.
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Sana Nazir Ahmad
Stage: Automate
Objective: Deflect Low Value Chats Automate Data Collection
Proposed Solutions(s):
Send Message Template to new contact with two Quick Reply Buttons Subscribe or Unsubscribe.
Create a workflow to capture the first response sent by the contact (by clicking one of the Quick Reply Buttons).
The (first incoming) message is saved as the variable: conversation.first_incoming_message
A branch checks the value of the variable:
If variable value = Subscribe > A “Subscribe” tag is associated with the contact to indicate that the customer wants to receive broadcasts.
If variable value is = Unsubscribe > An “Unsubscribe” tag is associated with the contact to indicate that the customer does not want to receive broadcasts.
Business can create segments with the “Subscribe” tag and send them broadcast messages.