Opt-outs (STOP) and texting compliance settings

Carriers expect every business to honour opt-outs and to tell people how to stop. The app handles the keywords for you and adds the opt-out line to your list texts. The Compliance tab lets you choose the wording.

Before you start

• You are the account owner. Other team members see Your texting compliance settings are only visible to the account owner.

Steps

Know the keywords

1. When someone texts STOP, UNSUBSCRIBE, CANCEL, END or QUIT as the whole message, they are opted out and get an automatic confirmation.
2. START, UNSTOP or YES opts them back in, with a confirmation.
3. HELP or INFO gets an automatic reply with your business's contact details.
4. You don't need to do anything. The opt-out is recorded on the contact, and from then on texts and WhatsApp messages to them are refused.

Set the compliance options

1. Open Settings › Channels, press Manage on the SMS row, and choose the Compliance tab.
2. Add an opt-out line is ticked as standard. Under The line, keep Reply STOP to Unsubscribe or write your own, for example Text STOP to opt out.
3. Under Repeat it every, set how many days pass before the line is added again for the same person (30 as standard). Untick Repeat it, rather than only on the first text to each person to add it only once.
4. Tick Sign your texts with your business name to end texts with a line such as Thanks, {business}, where {business} becomes your business name. It is off as standard.
5. Tick Do not send list texts to Texas numbers if you don't want list texts to or from Texas numbers.
6. Read the preview. It shows a sample text with your lines, its length, and whether they add a segment.
7. Press Save. A message says Saved. New texts go out with these.

What happens next

• The opt-out line and sign-off are added to list texts sent from a US number to US numbers. A line already in your message, such as "Reply STOP to opt out", isn't added twice.
• Replies to people who texted you recently are sent as they are, without the lines.
• The Analytics tab counts how many people Asked to stop. Too many opt-outs can pause list texting for 24 hours.

For agencies

SaaS configurator › Texting for new clients sets what a new client starts with: the opt-out line, how often it repeats, the sign-off and the Texas rule, and whether clients may register for US texting themselves.

Troubleshooting

A customer texted "please stop texting me" and is still opted in. The keyword must be the whole message. Leave them out of your sends; they can also text STOP.

Someone who opted out filled in my form again, but I still can't text them. Ticking the box on a form doesn't undo a STOP. They need to text START to your number.

The sign-off isn't added. The sign-off needs a business name on your account; the Compliance tab says Set your business name first when it is missing. Until one is set, nothing is added.

My texts now cost two segments. The opt-out line or sign-off pushed them past a segment. The preview shows this; shorten the lines or the message.

"This number is in Texas…" The Texas rule refused a list text. Replies to people who texted you still go through. Untick the rule if you don't need it.

Related

• Understand email unsubscribes and SMS and WhatsApp consent
• Daily sending limits and texting pauses
• Texting costs and your balance
• Register for US texting (10DLC)