Overview

Double Opt-In ensures that your Heymarket contacts explicitly confirm their intent to receive SMS messages from your business through a double opt-in process. With this feature enabled, contacts in your Heymarket account need to respond with the configured confirmation keyword (e.g., “YES”) to be fully opt-ed into messaging and users will not be able to message with them until this process is complete. This process enhances compliance and engagement by verifying consent.

Experience with Double Opt-In

1. Initial Sign-Up: Your contacts contact you by messaging in your Heymarket Inbox(es).
   1. As a note, conversations need to be initiated by the contacts and Heymarket users cannot initiate conversations.
2. Automated Outbound Confirmation Message: Once the contact message is received, an automated message is sent in response to the contact, prompting the contact to reply with a confirmation keyword (e.g., “YES”) to complete their opt-in intent.
   1. If the contact does not respond to the initial message or their response does not match the opt-in keyword, up to three reminder messages will be sent at 12-hour intervals only when the contact messages in again until the opt-in keyword is received.
3. Confirmation Response from Contact: Once the contact messages back the opt-in keyword, they are marked as “Active” in your Heymarket account and you can begin messaging with them.

How to Use Double Opt-In

Enabling Double Opt-In

1. Navigate to your Heymarket compliance settings: https://app.heymarket.com/admin/compliance/.
   1. Please note that you must be logged in as the Heymarket account owner or admin to access and configure these settings.
2. Activate double opt-in by toggling the Double Opt-In switch to the On position.

Customizing Double Opt-In

The message that is sent to contacts during the double opt-in period can be configured to meet your needs. 

1. Enable On the Compliance (https://app.heymarket.com/admin/compliance/) page, click the pencil icon next to the Double Opt-In message.
2. Modify Message Content:
   1. Text Body: Customize the message text that prompts users to confirm their subscription before and after the opt-in keyword.
   2. Keyword: Choose from available keywords (e.g., “YES”, “Y”, “OK, “CONFIRM”, “APPROVE”) using the dropdown menu.
3. Save Changes: After editing the double opt-in message, click outside the input field to save your custom message

Sample Workflow

1. A contact messages in to your Heymarket inbox, note that messaging is disabled as the contact has not completed the double opt-in process:
   1. 
2. Only after the contact responds with a keyword that matches the keyword you configure will the text input field be available for users to send messages:
   1. 

Additional Information

• Supported Keywords: “YES”, “Y”, “OK, “CONFIRM”, “APPROVE”.
• All keywords need to match the exact phrase (and nothing else in the inbound message) but the case does not need to match.
• Append opt-out messages are also included in the automated double opt-in message.
• With the Double Opt-In feature enabled, all new contacts will be created with opt-out status by default.
• Default opt-out from CSV and API import.

• Users with the Opt-In Management permission can manually override the double opt-in process by setting a contact's status to "Active," allowing immediate messaging without requiring the contact to complete the double opt-in steps.

• Opt-in status will be synced to HubSpot (with conversation status sync enabled) and Salesforce (with the opt-out settings enabled). 
• Contacts with existing conversations in Heymarket will not be opted out. As described above, only new contact and/or newly added contacts will be marked opt-ed out.

For more details on SMS compliance and best practices, refer to our Opt-In and Opt-Out Guidelines.