Canadian mandatory keyword responses

This section outlines the mandatory keyword responses required in Canada, including examples of the responses.

This information references the CWTA Canadian Common Short Code Version 3.9 Application Guidelines. For more information on these guidelines and other industry standards, see Industry Guides.

Mandatory keywords

STOP, ARRET, HELP, AIDE, and INFO are five (5) mandatory keywords that must be implemented on all Common Short Code (CSC) programs regardless of price point, intended audience, message frequency, or commercial availability. All CSC programs must support these mandatory keywords to ensure a universal and consistent consumer experience.

Mandatory keywords must:

1. Be available in all programs without exception, whether the consumer is subscribed to the program or not.
2. Be written in capital letters at all times in messaging and advertising to emphasize their importance.
3. Be available in both English and French, regardless of the intended audience or the language in which the program is applied for and run. Example: A French-only program needs to return English responses for HELP and STOP.
4. Be delivered free of charge as they are administrative in nature.
5. If a single CSC is running services for multiple clients, it is the content provider’s responsibility to provide details for INFO, HELP, and AIDE keywords.

Message frequency disclosure

Subscription-based programs must clearly state the message frequency in HELP/AIDE keyword responses.

Keyword response examples

STOP (MT Reply must be in ENGLISH)

(Program description): You are opted out and will receive no more messages.

(Program description): This is not subscription, no more messages will be sent.

ARRET (MT Reply must be in FRENCH)

(Program description): Vous avez ete desabonne et ne recevrez plus de messages.

(Program description): Ce n'est pas un abonnement et ne recevrez plus de messages.

HELP (MT Reply must be in ENGLISH)

(Program description): For help (URL link/toll free number/email) (pricing and message frequency) to opt out text STOP to cancel.

Example: InfobipAlerts: For help 1-XXX-XXX-XXXX, 1msg/mth. Text STOP to cancel. Standard msg and data rates may apply.

INFO (MT Reply must be BILINGUAL)

(Program description English): For support (URL link/toll free number/email) | (Program Description French): Pour de l’aide (URL link/toll free number/email)

Example: InfobipAlerts: For support, please contact 1-XXX-XXX-XXXX | Alertes Infobip: pour de l’aide 1- XXX-XXX-XXXX

AIDE (MT Reply must be in FRENCH)

(Program description): Pour de l’aide (URL link/toll free number/email) (pricing and message frequency). Repond ARRET pour arreter.

Example: Alertes Infobip: Pour de l’aide 1-XXX-XXX-XXXX, 1mess/mois. Repondez ARRET pour arreter. Frais std de mgs et donnees appl.