OPT Out via SMS - yMKT

[former_member576423]

Hello Experts,

Is it possible to get the OPT out message from sms? Suppose I have executed an SMS campaign. Can a reply from a customer mobile to OPT is available? Or any reply from the SMS receiver can send back?

Thanks

[vervinckt_joyca · Accepted solution]

Found this in the "What's new 1811" document:

For text messages sent by SAP Digital Interconnect it is now possible to get bounces and to enable your customers to unsubscribe using a text message reply.

[vervinckt_joyca]

Hi Vineet,

Do I understand this reply correctly:

- so by default if you use the SMS channel via SAP Digital Interconnect; an opt-out functionality is NOT activated,

- you need to specially request it IF you want this activated AND you need to pay an additional setup cost for this?

Kr,

Joyca

[Former Member]

Yes Joyca,

This is what was confirmed to us by SAP Digital Interconnect team. there is no data being sent back into Hybris today from SMS medium unlike Emails. All the data is to be extracted manually from the SAP provided web page for your SMS profile and then you can take decisions accordingly. As for the cost I guess it will depend what is provided by standard. We are using On-Perm 1709 and had to purchase digital interconnect separately and were asked if we require the SMS reply option so they need to setup the reply numbers accordingly.

Thanks

Vineet

[vervinckt_joyca]

ok so manually you can get opt-out information on their portal without additional cost?

[Former Member]

The additional cost is for enabling the reply back functionality(at least for us as we purchased it independently) the reports are already part of it your regular SMS pack. Also if you do not setup the reply to number where do you want the customer to reply for opt out, if there is no reply there would be no opt out messages to extract.

Thanks

Vineet

[vervinckt_joyca]

Hmm ok.

But if you don't have a reply functionality to opt-out; is this then legally compliant? (if an unsubscribe functionality were to be foreseen via another channel like the website?)...

Kr,

Joyca

[Former Member]

I completely agree with the legal part but it depends what kind of messages are being sent and for what purpose.

Unfortunately I am no GDPR expert but this is what the client wanted. 😉

[former_member576423]

Yeah. I agree. if the opt out is not enabled by default in SAP digital connect, then it could be a legal part. Every customer should have an option to reply back for an opt out for messages.

To handle this situation we have to put a disclaimer in message that to opt please call to our call centre.;)

[Former Member]

Hi Mayank,

Yes, It is possible to get opt out information from SMS as well, but please note SMS is not as advanced as email so the report is provided by SAP as an excel report and no data is sent into Hybris as is. Also to have a reply sent back to you you need to do additional setup(Digital Interconnect team will do) and an additional cost is incurred for the reply functionality. So in a nutshell you can have opt out information but it is not real time.

Thanks

Vineet

[former_member576423]

Hi Vineet/Joyca,

Thanks, So I understood in this way. by default we don't have an auto mechanism wherein if customer sends an OPT OUT sms it will go to marketing and change the marketing permission?

The SAP can do it for us in an excel format? and that excel needs to be uploaded to mkt? and this incurs the cost? With additional purchase, the feature will only be available that the customer will reply back and SAP Digital team can capture it? Then they will send the excel to business for the update?

Please confirm my understanding is correct?

Thanks,

Mayank

[Former Member]

Hi Mayank,

Yes, that is correct & once again for the cost, it completely depends on the type of contract you have with SAP, as mentioned earlier as we had to purchase it separately hence were give then choice to choose, not sure how it is being done as part of cloud contract it would be worth checking with your SAP Account lead if the standard SMS also covers the cost for Reply.

Thanks

Vineet

[guipaulino]

Vineet,

Is SAP Digital Interconnect the only option for SMS with Hybris marketing onpremise 1709 SP01?

Or can I use Amazon's service for both e-mail and SMS?

The documentation says that Amazon is for e-mail, only:

• SAP Digital Interconnect (Emails and Text Messages)
• Amazon (Emails)
• Sybase (Emails)

https://help.sap.com/viewer/e68e4c8c856d429b85c2a7370c3553ae/1802%20YMKT/en-US/248acf16fad34a4d986f6...

My client would like to have SMS but wouldn´t like to have to buy another SAP service just for that since they already have an active Amazon account.

Thanks,

Luis

[Former Member]

Hello Luis,

Amazon supports Messages and Notifications via SNS(Simple Notification Service), however I have not come across any integration between Hybris and SNS for SMS only. SNS can be bought in addition and linked to existing AWS account but not sure if the integration with YMKT is supported, Also I did come across some limitation of SNS that it is still not able to function in all the countries as of now. Having said that I can not confirm on either Hybris or AWS as I own none of them 😉 . Would be worth checking with both SAP and Amazon if the integration between YMKT & SNS is supported.

You can check the below link for additional details.

https://docs.aws.amazon.com/sns/latest/dg/welcome.html

Thanks

Vineet