SMS & the consent model

The WallaB concierge can hold the same guardrailed cancel-save conversation over SMS. SMS is retention-only today: there are no broadcast/marketing text blasts.

#Consent model

Consent is enforced at two independent levels:

• Carrier-level opt-out handling through the SMS provider.
• Shop-level consent recorded per customer — no consent, no conversation.

Keyword handling runs on every inbound message, before anything else:

• STOP (and STOPALL, UNSUBSCRIBE, END, QUIT, OPTOUT, and similar) — revokes consent. One confirmation message is sent, then the number is silenced.
• HELP (and INFO, SUPPORT) — sends identity and support info, and is answered regardless of consent state.
• START (and UNSTOP, YES, OPTIN, RESUME, SUBSCRIBE) — opts back in after a STOP.

Keywords match only when they are the whole message — "please don't stop helping me" is a conversation turn, not an opt-out.

#Cancelling by text

A shopper who texts CANCEL mid-conversation is treated as asking to plainly cancel — the same no-dark-patterns rule as the web portal. (Bare CANCEL is deliberately not an opt-out keyword; the carrier-standard STOP family handles opt-out.)

#Setup

In Settings → SMS: enable the channel (off by default) and configure your sending number. Every message in both directions passes the same moderation filter as the web concierge, and every exchange is logged.