---
schema_version: "1"
id: c7340f4262a36966cbc590528e000e06a1825bcf617dfd063ecf44bfb4f1e3c3
title: Customize the Messaging Opt-In and Opt-Out Experience
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_consent_status.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_consent_status.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a58650f6be168d000b23ccac2bf9e975ec82662a1dac8390a13563fab8ec1c7b
description: With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud).
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Customize the Messaging Opt-In and Opt-Out Experience

With the help of consent keywords, your customers tell you when and whether you can message them on a particular Messaging channel in Agentforce Service (formerly Service Cloud).

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
          <colgroup>
            <col style="width:50%">
            <col style="width:50%">
          </colgroup>
          <tbody>
            <tr class="">
              <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

            </tr>
            <tr class="">
              <td class="slds-cell-wrap" style="vertical-align:top;">
                <a name="messaging_consent_status__d1182e297"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_consent_status__d1182e297" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
                <strong>This article applies to:</strong>
              </td>

              <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
                WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple
                Messages for Business, Enhanced LINE, and Bring Your Own Channel</td>

            </tr>
          </tbody>
        </table>

#### See Also

- [Messaging User Fields](https://help.salesforce.com/s/articleView?id=service.livemessage_messaging_user_fields.htm&release=264.0.0&type=5 "Messaging user records represent a link between a messaging channel and a user. The messaging user record includes details like the customer’s name, phone number or Facebook name, and consent status, and allows you to quickly review all messaging sessions that took place with the customer in a channel.")
- [Object Reference: MessagingEndUser](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_messagingenduser.htm)

## Customer Consent Preferences

In most messaging channels, customers who start a conversation by sending a message to your company are deemed to consent to communication. There are a few exceptions to this rule: in short code channels, customers must send one or more keywords to explicitly opt into receiving messages. And in enhanced Messaging channels, you can choose to require customers to explicitly opt in.

Customers’ consent levels for a channel range from Opted Out—meaning no messages are allowed—to Double Opted In—meaning the customer verified twice that your company can message them on that channel.

In Salesforce, each customer’s communication preference is tracked on their messaging user record for a particular channel. A customer can have different consent statuses across different channels. For example, they can explicitly opt into communication on your WhatsApp channel and opt out on your SMS channel.

![Messaging Users related list showing consent status](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/meu_consent_status.png)

## Consent Requirements for Messaging Channels

Just as customers have their own consent level for a channel, you choose a required consent level for each channel that you create. When a customer’s consent level for a channel meets the required consent level, they can receive messages on the channel.

Review these consent levels.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
          <colgroup>
            <col style="width:24.813895781637722%">
            <col style="width:75.18610421836229%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d157832e166">Consent Level</th>
              <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d157832e169">Description</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="Consent Level" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e166 ">Implicit Opt-In</td>

              <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e169 ">By sending your company a message, the customer indicates that they consent to
                receive messages on this channel. In enhanced channels and Enhanced Chat, customers
                don’t receive an automatic opt-in message when they’re implicitly opted in to receive
                messages.</td>

            </tr>
            <tr class="">
              <td data-label="Consent Level" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e166 ">Explicit Opt-In</td>

              <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e169 ">
                <p>The customer explicitly consents to receive messages from your company. Here’s
                  what that might look like:</p>
                <ul>
                  <li>Customer: Hi, I need help with an order.</li>

                  <li>You: <em>(Opt-in prompt)</em> Thanks for connecting with us! To opt in to
                    receiving messages, reply Yes.</li>

                  <li>Customer: <em>(Opt-in keyword)</em> Yes</li>

                  <li>You: <em>(Opt-in confirmation)</em> Thanks for opting in and allowing us to send
                    you messages.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td data-label="Consent Level" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e166 ">Double Opt-In</td>

              <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e169 ">
                <p>The customer explicitly consents to receive messages from your company, and then
                  confirms their consent. Here’s what that might look like:</p>
                <ul>
                  <li>Customer: Hi, I need help with an order.</li>

                  <li>You: <em>(Opt-in prompt)</em> Thanks for connecting with us! To opt in to
                    receiving messages, reply Yes.</li>

                  <li>Customer: <em>(Opt-in keyword)</em> Yes</li>

                  <li>You: <em>(Double opt-in prompt)</em> To confirm your response, reply Start.</li>

                  <li>Customer: <em>(Double opt-in keyword)</em> Start</li>

                  <li>You: <em>(Opt-in confirmation)</em> Thanks for opting in and allowing us to send
                    you messages.</li>

                </ul>
              </td>

            </tr>
            <tr class="">
              <td data-label="Consent Level" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e166 ">Opt-Out</td>

              <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e169 ">
                <p>The customer sends an opt-out keyword, such as STOP. When a customer opts out,
                  they receive an opt-out confirmation message. They then stop receiving messages, and
                  all of their open chats are closed. </p>
                <p>In addition to using opt-out keywords,
                  customers can opt out from receiving messages in Apple Messages by swiping left on a
                  chat in Apple Messages to delete it, and then replying <strong class="uicontrol">Yes</strong> to
                  the confirmation prompt.</p>
                <p>In toll-free long code SMS channels, the opt-out
                  process is controlled at the network level and can't be customized or turned off in
                  Salesforce.</p>
                <p>If a customer blocks your company on Facebook Messenger, service
                  reps can’t contact that customer again. If a customer deletes the Facebook Messenger
                  message thread, reps can’t contact that customer again until the customer resumes
                  the conversation.</p>
                <p style="margin-bottom:0;">In any channel, if a customer opts out of messages and then
                  sends a new message, they’re considered to have opted back into receiving messages.
                  If the channel’s consent type is Explicit Opt-In or Double-Opt-In, they’re then
                  prompted for an opt-in keyword.</p>
              </td>

            </tr>
          </tbody>
        </table>

## Configure Consent Settings for an Enhanced Channel

Set the consent settings for each enhanced Messaging channel. You can use different settings for each language.

1. From Setup in Lightning Experience, enter Messaging in the Quick Find box, and then select **Messaging Settings**.
2. Find your channel in the list. Click the channel name.
3. In the Consent Type field of the Messaging Consent Settings section, select the level of required consent for your company to send messages on this channel to customers. This option is available for enhanced Messaging channels only.
    
    - Implicit Opt-In. This option is the default. By sending your company a message, the customer consents to receive messages.
    - Explicit Opt-In. The customer must send an opt-in keyword to receive messages.
    
    ![Messaging Consent Settings screen showing keywords in three languages](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_consent_2.png)
4. To set the consent settings for a new language, click **Add Language** and select the language.
5. To change the consent settings for an existing language, click **Edit** in the dropdown next to an existing language.
6. Enter the consent settings, help keywords, and custom keywords.
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
                <colgroup>
                  <col style="width:20%">
                  <col style="width:40%">
                  <col style="width:20%">
                  <col style="width:20%">
                </colgroup>
                <thead class="slds-text-title_caps ">
                  <tr class="">
                    <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d157832e399">Field</th>
                    <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d157832e402">Description</th>
                    <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d157832e405">Example</th>
                    <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d157832e408">Required?</th>
                  </tr>
                </thead>
                <tbody>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e399 ">Opt-In Keywords</td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e402 ">(Not available in Enhanced Chat) Keywords your customers can send to agree to
                      receive messages on this channel. You can add opt-in keywords for every language you
                      support.</td>

                    <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e405 ">START, OPT IN</td>

                    <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e408 ">Short codes only</td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e399 ">Opt-In Confirmation</td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e402 ">
                      <p>(Not available in Enhanced Chat) The message sent after a customer sends an opt-in
                        keyword. The confirmation acknowledges that the customer consents to receiving messages
                        from your company on this channel. </p>
                      <p style="margin-bottom:0;">In enhanced Messaging channels, customers don’t
                        receive an opt-in confirmation when they’re implicitly opted in to receive
                        messages.</p>
                    </td>

                    <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e405 ">By default, the opt-in message is “Thanks for opting in and allowing us to send you
                      messages.” </td>

                    <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e408 ">SMS and short codes only</td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e399 ">Opt-Out Keywords</td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e402 ">
                      <p>Keywords your customers can send to opt out of receiving messages on this channel.
                        When a customer sends an opt-out keyword, they receive an opt-out confirmation, and then
                        stop receiving messages. You can add opt-out keywords for every language you support. The
                        default keywords are:</p>
                      <ul>
                        <li>Stop</li>

                        <li>Stopall</li>

                        <li>Unsubscribe</li>

                        <li>Cancel</li>

                        <li>End</li>

                        <li>Quit</li>

                        <li>Revoke (not visible in channel settings)</li>

                        <li>Opt out (not visible in channel settings)</li>

                      </ul>
                    </td>

                    <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e405 ">STOP</td>

                    <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e408 ">Yes</td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e399 ">Opt-Out Confirmation</td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e402 ">The message sent after a customer sends an opt-out keyword. You can customize this
                      for every language you support. American and European privacy regulations require opt-out
                      confirmation.</td>

                    <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e405 ">By default, the opt-out message is “You’ve opted out of receiving messages from us,
                      so we won’t contact you again.”</td>

                    <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e408 ">Yes</td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e399 ">Double Opt-In Prompt</td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e402 ">(Not available in Enhanced Chat) Asks customers to confirm that they agree to
                      receive messages on this channel. This message is sent in channels that require double
                      consent. To opt in, customers can reply with a double opt-in keyword.</td>

                    <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e405 ">To confirm your subscription to [Campaign Name] [Description] Alerts, reply YES.
                      Reply HELP for help. Reply STOP to cancel at any time. Msg&amp;data rates may
                      apply.</td>

                    <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e408 ">Short codes only</td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e399 ">Double Opt-In Keywords</td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e402 ">(Not available in Enhanced Chat) Keywords your customers can send to doubly agree to
                      receive messages on this channel. You can add double opt-in keywords for every language
                      you support. Your opt-in keywords and double opt-in keywords should be different.</td>

                    <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e405 ">CONFIRM, YES, Y</td>

                    <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e408 ">&nbsp;</td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e399 ">Help Keywords</td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e402 ">Keywords your customers can send to request help during a conversation. You can add
                      help keywords for every language you support.</td>

                    <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e405 ">HELP, AIDE</td>

                    <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e408 ">Short codes only</td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e399 ">Help Response</td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e402 ">The response sent to customers when they send a help keyword. You can customize this
                      for every language you support.</td>

                    <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e405 ">[Campaign Name] [Description] Alerts: Help at [source of help] or [toll free
                      number]. Msg&amp;data rates may apply. [Message frequency]. Text STOP to cancel.</td>

                    <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e408 ">Short codes only</td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e399 ">Custom Keywords</td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e402 ">Keywords your customers can send to receive a custom response. For example, use
                      custom keywords to automate the sharing of company-specific information, or to comply with
                      country-specific regulations. You can add custom keywords for every language you support. </td>

                    <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e405 ">INFO</td>

                    <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e408 ">Short codes only</td>

                  </tr>
                  <tr class="">
                    <td data-label="Field" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e399 ">Custom Response</td>

                    <td data-label="Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e402 ">The response sent to customers when they send a custom keyword. You can customize
                      this for every language you support.</td>

                    <td data-label="Example" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e405 ">[Campaign Name] [Description] Alerts: Contact us at [web URL] or [email address].
                      Msg&amp;data rates may apply. [Message frequency]. Text STOP to cancel.</td>

                    <td data-label="Required?" class="slds-cell-wrap" style="vertical-align:top;" headers="d157832e408 ">Short codes only</td>

                  </tr>
                </tbody>
              </table>
7. Save your changes.

## Configure Consent Settings for a Standard Channel

Set the consent settings for a standard Messaging channel

1. From Setup in Lightning Experience, enter Messaging in the Quick Find box, and then select **Messaging Settings**.
2. Click **Edit** in the channel’s action menu.
    
    ![Consent settings for a Messaging channel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_consent_1.png)
3. Make your changes.
4. Save your changes.

We get you started with some default opt-in and opt-out keywords, but you can replace these keywords with your own. For help configuring each auto-response, see [Customize Auto-Responses in Service Messaging Channels](https://help.salesforce.com/s/articleView?id=service.livemessage_create_automated_responses.htm&language=en_US&type=5).