Can we customize the response a subscriber gets when they text HELP?


Shops using a toll-free number (TFN) cannot customize their HELP keyword response (i.e., Reply STOP to unsubscribe. Msg & Data rates may apply). Network carriers control and send this response.

Shops using a dedicated short code can, however, include the email address listed in the shop's Shopify profile. For example, Postscript Roots: Help at or 833-27100834. Msg&data rates may apply.

Here's how shops on a dedicated short code can update the email address included in the reply:

  1. Select Settings in the bottom-left corner of your Shopify dashboard.
  2. On the Store Details tab, located the Store contact information section.
  3. Edit the email in the Store contact email to reflect the email you wish to be included in your HELP keyword reply.


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