Has anyone implmented OptOut via SMS in AJO, would you be able to share how you did it? | Community
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ap95
Level 3
March 30, 2026
Question

Has anyone implmented OptOut via SMS in AJO, would you be able to share how you did it?

  • March 30, 2026
  • 2 replies
  • 39 views

Hi all,

Looking into different approaches to make user opt out for SMS.

One way is to set up the inbound keywords, however looking for some custom approaches to make the profile SMS consent flag to false. 

Thanks!

2 replies

I
IamCGK
Level 2
March 30, 2026

Hey There,

One custom approach we’ve implemented in earlier stages was by querying the message feedback dataset and updating the profiles’ consent flags appropriate to the inbound keyword and scheduling that query to run once in an hour. 

However, this above method can’t be done in near real-time since feedback dataset gets updated only after some time. And this approach needs either a separate dataset so that the final output wouldn’t clear out other profile attributes or the dataset should be enabled for isUpsert flag.

 

Another approach I can think of is by

Trigger a journey with an unitary event of message feedback event dataset → Setup a HTTP Dataflow (non-XDM compatible) for the dataset you want to update → Build a dynamic custom action with the previous dataflow’s endpoint to update only the consent values (Streaming Upserts). This approach would be near-real time and simple to implement. Hope this helps!

 

Cheers,

Ganesh Kumar C

 

SatheeskannaK
Community Advisor
SatheeskannaKCommunity Advisor
Community Advisor
March 30, 2026

​@ap95 ​@IamCGK Just wanted to mention you will not be able to use OOTB message feedback event dataset for unitary journeys in this case. 

Most of the SMS provider systems acts as the source of truth for opt-outs. When someone opts out of SMS, this action is recorded in the provider's system. Consequently, even if AJO Campaigns/Journeys attempt to send SMS to these records, the SMS provider will block the delivery.

 

Thanks, Sathees
    Pulkit_Jain_
    Adobe Employee
    Pulkit_Jain_Adobe Employee
    Adobe Employee
    March 31, 2026

    ​@ap95 

    Several customers have recently implemented custom SMS opt‑out patterns beyond the standard STOP/QUIT/CANCEL/UNSUBSCRIBE keywords. The approach varies depending on whether you're using AJO’s native providers (Sinch/Infobip) or a Custom SMS Provider.

    Custom SMS opt‑outs are supported in AJO, and all such implementations use the Custom SMS Provider + Inbound Webhook setup.

    You simply create an inbound SMS webhook, have your provider POST all replies to it, map their payload fields to AJO tokens, let AJO ingest the message and update the profile’s SMS consent automatically, and leave the “Reply Message” blank if you want a silent opt‑out.

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