START can resubscribe a customer to SMS messages for the workspace by setting SMS consent active, recording express consent, and clearing the previous unsubscribe timestamp.
What START means
When a customer sends START by SMS, they are asking to receive SMS messages from the business again after a previous opt-out or blocked state.
Cendaro should treat START as an inbound SMS keyword for the lead and workspace, not as a general account setting.
What Cendaro records
- SMS consent status is set to active.
- SMS consent type is set to express.
- Consent source is set to inbound_sms_start_keyword.
- The previous SMS unsubscribed timestamp is cleared.
- The inbound START message is logged as a message event.
Customer confirmation
When the SMS provider supports confirmations, the customer should receive: You have been resubscribed to SMS messages from this business.
Before sending again
- 1Open the lead and confirm SMS consent is active.
- 2Review the message event history to confirm the START message was received.
- 3Choose the correct message purpose before sending.
- 4Keep service follow-up messages tied to the customer's request or booking.
- 5Use marketing messages only when the workspace has valid marketing consent evidence and the customer has not opted out again.
If START does not work
If a customer says they tried START but SMS still blocks, review the inbound message body, phone number match, lead/workspace match, provider delivery status, and consent log. Do not manually reactivate SMS unless the business has clear resubscribe evidence.
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