Messages sent through Dialpad are delivered via an internet connection. This starts a 'chat' between Dialpad users.
But you can also send a message to someone who isn't using the Dialpad platform. That communication goes through traditional SMS/MMS-based networks and appears as a text.
The Dialpad-to-SMS communication is considered Application-to-Person (A2P) by U.S. carriers.
Dialpad Glossary | Application-to-Person (A2P)
The activity of sending mobile messages from a business application, like Dialpad, to a mobile recipient.
A2P Requires compliance with the Telephone Consumer Protection Act (TCPA) and adherence to the Cellular Telecommunications and Internet Association (CTIA) guidelines, which means the recipient has the option to stop communications from that number or continue them again.
Recipient text commands
After a recipient has received a message from a Dialpad user, they have the option to enter one of three text commands: STOP, UNSTOP, or HELP.
Currently, these commands do not apply to toll-free numbers.
💡 Dialpad Tip
Make sure to check for extra spaces when entering a command. If the recipient enters a command with extra spaces at the end, it will not trigger the desired action in the Dialpad SMS.
Let's take a look at these three commands in greater detail.
Once a recipient replies STOP to a message, they will no longer receive texts from that number. As the sender, you will no longer be able to send the recipient a message because the input field will become inaccessible.
A message will also appear in a gray box on the bottom of the screen letting you know that the recipient has replied with STOP. This is what it looks like in your Dialpad app:
If a recipient replies STOP to a message, they can still receive phone calls from that number —the STOP command only applies to SMS messages.
Also, the STOP command only blocks messages from that particular department, call center, or mainline — not from everyone using Dialpad. For example, if Lane from Acme LLC texts a recipient from their mainline in a one-on-one conversation and the recipient replies with STOP, Pat, who also works for Acme LLC, will still be able to text that recipient.
Sometimes, people change their minds — it happens. In that case, the recipient has the option to reply with the UNSTOP command. That opts them back into receiving messages from that particular number. As the sender, you'll be able to send them messages again, too.
When the HELP command is entered, the recipient will receive an automated message to contact the main line number for further assistance. This message can also be customized for our company (see below).
Customizing HELP auto-reply messages
Instead of opting for a canned response, you have the ability to customize the message a customer receives when they reply to an SMS message with HELP. Office and Company Admins can edit this message from their Office Settings page.
To edit your auto-reply Help Message, click on Admin settings on the left pane (the gear icon), select Office Settings, and then scroll through the main pane until you reach the Help Message text window.
You'll want to make sure that your HELP auto-reply includes the following information:
- Business name
- Contact information (phone number or email) for the business
- Language about any associated fees or charges
- Instructions on how to opt-out (ex: Reply STOP to opt-out.)