Journey Optimizer: Transactional SMS not delivered despite having consents.marketing.sms.value=y
This article addresses the Adobe Journey Optimizer (AJO) issue where responding STOP to an SMS message blocks all subsequent SMS from that short number, including transactional messages. To ensure uninterrupted delivery of transactional SMS, use a separate short number that hasn’t been previously opted out.
Note that SMS marketing consent and SMS auto-reply consent are managed separately. SMS marketing consent is held in ``consents.marketing.sms.value while SMS autoreply consent is held in consents.idSpecific.Phone.12345.marketing.sms.val where 12345 is the respective shortcode.
Description description
Environment
- Adobe Experience Platform (AEP)
- Adobe Journey Optimizer (AJO)
Issue/Symptoms
- Transactional SMS messages aren’t delivered when consent for the shortcode is set to N.
- Profiles are excluded from delivery due to the consent check, despite being configured for transactional messaging.
- The marketing channel consent value (
consents.marketing.sms.value) for SMS is set to Y.
Resolution resolution
- Differentiate between sender IDs for marketing and transactional SMS messages. Consent for each individual short number is managed distinctly. For example, if you reply STOP to 12345, then you will be opted out for messages from 12345, but you may still receive messages from the same organization via short number 54321.
- You can see the consent on the profile in the following path:
consents.idSpecific.Phone.12345.marketing.sms.val - Review and adjust the SMS configuration settings to align with the requirements for sending transactional messages without being affected by opt-out statuses.
- When setting up API credentials for autoreplies, ensure all required fields are correctly filled, including any inbound numbers if specified as necessary by your provider or system configuration.
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