How to change compliance keyword responses and languages

Estimated 3 minute read

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Updated Jul 7, 2025, 12:00 AM EST

Table of contents

You will learn

Learn how to configure the language and responses for compliance keywords in Klaviyo. These settings help you personalize replies to your audience in each country.

This information is intended solely for educational and informational purposes and should not be construed as legal advice. The content provided is general in nature and may not reflect the most up-to-date information. Klaviyo strongly advises consulting with a qualified legal counsel to ensure your compliance with applicable laws and regulations in connection with your use of our services.

Before you begin

Compliance keywords require a sending number that can receive SMS replies. They are not available for branded sender IDs.

Please note the following about compliance keywords:

  • You cannot edit the response for certain words in specific countries:
  • United States: responses to opt-out keywords (such as STOP) and resubscribe keywords (START and UNSTOP) cannot be edited.
  • Canada: opt-out and resubscribe responses cannot be edited in English or French. The INFO response also cannot be edited.
  • Responses are tied to both a country and language.
  • This also applies when you use the same toll-free number for the United States and Canada.
  • The available languages vary based on the country.
  • English is supported in every country where compliance keywords are available. Check Language preview for the other supported languages in your selected country.

For example, French is available in Canada and Switzerland.

Additionally, changing keyword responses in one country does not automatically update it in the same language for another country. For example, if you change the response of HELP for Ireland, it does not change the same response for the United States.

See this article on understanding compliance keywords in Klaviyo for more information.

Configure compliance keywords

There are a few settings you can change for SMS compliance keywords, such as:

  • A keyword’s response message
  • The primary language for a country

See this article to instead learn how to configure when opt-out keywords remove SMS consent.

Edit a compliance keyword’s response

Changing the response message is a potential compliance risk. Consult with your legal counsel before making any edits.

If you want to personalize a response for a certain audience, you can change the wording of the response message for a country. For instance, you could use British spelling in the UK and American spelling in the US.

In the US and Canada, opt-out and resubscribe responses cannot be changed. Canada’s INFO response also cannot be changed. Wireless carriers send some of these responses, including STOP responses for toll-free numbers.

Do not include links in opt-in or resubscribe response messages.

To change the response for a compliance keyword:

  1. Select your account name in the lower left corner.
  2. Click Settings > Text message.
  3. Navigate to Keyword responses.
  4. In the Compliance keywords section, choose the country from Country preview and the language from Language preview.
  5. Select Edit next to the keyword response you want to edit.

How to change compliance keyword responses and languages - 图1

How to change compliance keyword responses and languages - 图2

  1. Edit the message to suit your business needs. Keep it within the 306-character limit shown in the editor. The number of message segments depends on the message length and the characters you use.
  2. Select Save to update that response.

This change only applies to that country and language. If you want to change the response for every country, you must do so by repeating these steps for each country.

Change primary language for a country

Klaviyo uses the country’s primary language for the double opt-in confirmation request when someone signs up for SMS without texting a keyword. A recognized compliance keyword can determine the reply language instead; for example, OUI selects a French response in Canada.

The default primary language varies by country. For example, it is English in Canada and German in Switzerland. You can change it only when the country has more than 1 supported language.

To change the primary language:

  1. Select your account name in the lower left corner.
  2. Click Settings > Text message.
  3. Navigate to Keyword responses.
  4. In the Compliance keywords section, choose the country where you want to change the primary language.
  5. Click Edit Primary.
  6. In the modal that appears, open the primary language dropdown.

How to change compliance keyword responses and languages - 图3

How to change compliance keyword responses and languages - 图4

  1. Select the language you want.
  2. Click Save.

Outcome

After you save, Klaviyo uses the selected primary language for double opt-in confirmation requests in that country when someone signs up without texting a keyword.

You can also build segments based on a profile’s preferred language by using the subscribe or opt-in word they used.

Additional resources

Learn how to control when an opt-out keyword results in an unsubscribe. - How to add, update, or delete SMS subscribe keywords

Learn how to create, change, and remove custom subscribe keywords in Klaviyo. - Basics: multinational SMS sending with Klaviyo

Learn tips for using Klaviyo to send SMS in multiple different countries.

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