Genesys Cloud provides comprehensive SMS opt-out detection capabilities using keyword-based and phrase-based methods to manage customer consent and ensure regulatory compliance. The platform recognizes single-word opt-out keywords (STOP, STOPALL, UNSUBSCRIBE, REVOKE, OPTOUT, CANCEL, END, QUIT), re-opt-in keywords (START, YES, UNSTOP), and informational keywords (HELP, INFO for short codes only) to automatically suppress or resume messaging. Phrase-based detection evaluates inbound messages against predefined opt-out phrases such as "Stop texting me," "Please remove me," "Unsubscribe me," and "I don't want these messages anymore" for more consistent identification of opt-out requests, though this approach applies only to opt-out requests while re-opt-in detection remains keyword-based. Language support includes Tier 1 languages: Arabic, English, Dutch, French, German, Hindi, Japanese, Korean, Portuguese, and Spanish. For unsupported languages, organizations must rely on keyword-based detection or manual suppression management. When opt-out requests are detected, the system suppresses the recipient's phone number from the associated outbound SMS number and revokes customer consent; opt-in requests restore consent. Opt-out detection is available only for SMS sender types supporting inbound messaging; alphanumeric sender IDs require alternative methods such as agent contact, embedded URLs, or manual suppression list updates through Care tickets. Administrators can configure message flows in Architect using the Message.Body variable and Decision action to filter opt-out messages, though filtering does not apply if an interaction is already queued or connected to an agent. Genesys Cloud generates operational events for audit tracking including recipient phone number, timestamp, message ID, and outbound SMS number, accessible through the Operational Console and Developer Center. Organizations can access SMS opt-out suppression lists for review and maintain audit records of opt-out and opt-in activity. Detection accuracy depends on message context, wording, and supported language, and the system may occasionally misclassify messages. When classification errors occur, organizations can submit Care tickets with subject line "SMS Opt-Out Detection Review" and High priority, including relevant details such as outbound SMS number, recipient phone number, message content, OrgID, region, timestamp, message ID, and justification for the expected classification, with personally identifiable information redacted. The feature is available in all regions except Canada Central 1 (CAC1) and FedRAMP.