New! Unsubscribe Keywords

For more information on how to use and set up the Duve Unsubscribe feature: New! Unsubscribe feature

Overview

• Seamless Opt-Out: Guests can unsubscribe by replying with predefined keywords per language.
• Multi-Language Support: Keywords are recognized in over 20 languages, including Arabic, Chinese, French, German, Hebrew, and more.
• Host Customization: Hosts can enable the feature, customize auto-replies, and include unsubscribe instructions using dynamic parameters.
• Automated Detection: The system checks all incoming messages for exact match keywords (case-insensitive, whitespace-trimmed).
• Guest Privacy: Complies with marketing regulations and provides guests with a frictionless way to manage their consent.
• Applies across all supported languages regardless of the guest’s default language.

Supported Channels

• SMS
• WhatsApp

Limitations

• Only predefined keywords are supported.
  • Not available for short-code numbers (Guest phone is not eligible for sending messages).
  • Not available for incoming emails or other channels.

How Guests will Use it

How to Set It Up

Step 1: Enable the Feature

Navigate to Settings > Communication > Marketing Consent.

• Switch 'Enable keyword unsubscribe detection from 'Disabled' to 'Enabled'

Step 2: Edit the Auto-Response Message

• Edit a confirmation message to be sent when a guest unsubscribes.
• Ensure to include the dynamic parameter {{unsubscribeLink}}, which links guests to the marketing preferences page.
• Translate the response message using the built-in translation tool.

Step 3: Add Unsubscribe Instructions to Campaigns & Scheduled Messages

Go to Communication > Scheduled Messages

Include the dynamic parameter {{unsubscribe_keyword}}, which will display a link in the message to the marketing preferences page.

For example, include a line in your marketing messages like:

This can be added in Communication Hub, Reservation Chat, WhatsApp templates, and Scheduled Messages.

The Guest Experience

The guest can reply with the Unsubscribe keyword to any WhatsApp or SMS message and initiate the Unsubscribe process.

The guest will click the Link and be able to confirm the Unsubscribe action.

The guest will be unsubscribed to either Basic or External Marketing Consent fields, depending on the settings in the Marketing Consent page.

FAQ, Tips & Tricks

• Always include {{unsubscribe_link}} for SMS messages: Without it, guests won’t have access to change their  preferences.
• Monitor logs: Review Logs in the Reservation page track unsubscribe events.
• Stay compliant: Use this feature to meet privacy and opt-out regulations in global regions.
• Don’t use short numbers: SMS short codes don’t support inbound messages from guests, so unsubscribes won't work.
• Hosts with the toggle in the SMS schedule message enabled, guests won't be able to respond to them via SMS to unsubscribe
• Once a guest is marked UNSUBSCRIBED, this status can only be changed through explicit guest opt-in, staff updates via the Marketing Preferences section, or verified external system webhooks.