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Unsubscribe

What does it do?​

Unsubscribes the chat from future template messages, sends the customer the configured unsubscribe confirmation message, and resolves the chat automatically. Use this after the customer chose to opt out of communications (e.g. from an "unsubscribe me" choice in a menu, or from a keyword route).

Effects on the chat:

  • blockTemplates is set to true, so the chat will be skipped by future bulk template sends.
  • The customer receives the default unsubscribe confirmation message: בקשתך התקבלה. פנייתך נסגרה.
  • Chat status is set to resolved, so no further bot or agent action is needed.
  • If the chat is already unsubscribed, this node is a no-op (no second confirmation message, status is left as-is).

1. Syntax​

  <node_name>:
    type: func
    func_type: chat
    func_id: unsubscribe
    on_complete: <next_node>

required params​

  • type type of the node
  • func_type here it will be a chat function
  • func_id what function are we calling (unsubscribe)
  • on_complete next node after unsubscribe completes. The unsubscribe action already resolves the chat on its own, so this field is effectively redundant. By convention set it to on_complete: resolved for readability, so anyone reading the bot YAML sees the chat ends here.

optional params​

  • on_failure fallback node, used if the call errors (e.g. an unexpected param was passed, since the node accepts none, or any other execution error). Since unsubscribe requests are legally binding, route this to a node that gives a human agent visibility, for example a node that adds a label like unsubscribe-failed so an agent picks it up and completes the opt-out manually from the Texter UI. Don't leave it silent.
  • department assigns the chat to a department
  • agent assigns the chat to a specific agent (email address or CRM ID as defined in the Texter agents manager)

This node takes no params.

2. Examples​

Unsubscribe from an opt-out choice​

  ask_continue:
    type: prompt
    prompt_type: choice
    messages:
      - "Would you like to keep receiving updates?"
    choices:
      - title: "Yes, keep me subscribed"
        on_select: main_menu
      - title: "No, unsubscribe me"
        on_select: do_unsubscribe
    on_failure: agent_handoff

  do_unsubscribe:
    type: func
    func_type: chat
    func_id: unsubscribe
    on_complete: resolved
    on_failure: flag_failed_unsubscribe

  flag_failed_unsubscribe:
    type: func
    func_type: chat
    func_id: labels
    params:
      add: 
        - "unsubscribe-failed"
    on_complete: handoff

Unsubscribe from a keyword route​

  detect_stop_keyword:
    type: func
    func_type: system
    func_id: keywordsRoute
    params:
      # Regex quick reference for the pattern below:
      #   (?i)   case-insensitive, so "STOP" matches "stop"
      #   ^      start of the message
      #   $      end of the message
      #   |      alternation (OR)
      # Together ^(...|...)$ means the WHOLE message must be exactly one of these words.
      do_unsubscribe: "(?i)^(unsubscribe|stop|הסר|הסרה)$"
    on_complete: main_menu

  do_unsubscribe:
    type: func
    func_type: chat
    func_id: unsubscribe
    on_complete: resolved
    on_failure: flag_failed_unsubscribe

  flag_failed_unsubscribe:
    type: func
    func_type: chat
    func_id: labels
    params:
      add: ["unsubscribe-failed"]
    on_complete: handoff
tip

The pattern above only matches when the entire message is exactly one of those words. To also catch the keyword inside a longer sentence (e.g. Please stop sending me these) or when the user adds punctuation / quotation marks around it (e.g. "unsubscribe", unsubscribe!), replace ^...$ with \b...\b (word boundaries):

      do_unsubscribe: "(?i)\\b(unsubscribe|stop)\\b|הסר|הסרה"

\b matches the boundary between a word character and a non-word character (space, punctuation, start/end of string), so stoppage still won't match but Please stop. will. Hebrew words are left without \b because word boundaries don't work reliably on Hebrew characters; they fall back to substring matching, which is normally fine for words like הסר / הסרה.

tip

This node both sends the confirmation message to the customer and resolves the chat in one step. You don't need to add a separate notify or resolve node after it.

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