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Opt-outs are respected everywhere your agents reach out: batches, workflows, and goals. Once someone asks not to be contacted, they are skipped and shown as Opted out wherever they would have been reached.

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The Opt-outs Page

Open the Opt-outs page with the Opt-outs button under Manage > Outbound. It lists everyone who asked not to be contacted, and how. Each row shows the Contact, its Origin (email or phone), How the opt-out was recorded, and Since when. Use Filter opt-outs to search, and the All channels menu to show only email or phone opt-outs.

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How Opt-outs Are Recognized

Opt-outs are recognized from keywords and from plain-language requests (such as “please take me off your list”), in English and French, in emails, texts, and calls:
  • A keyword opts the person out of the channel it arrived on.
  • A request to stop being contacted by any means opts them out of every channel, for every address and number they are known by.
  • A phone opt-out covers both texts and calls.
For texts, recipients opt out with STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, or OPTOUT, and opt back in with START, UNSTOP, or YES. Only a message that is just the keyword counts, so “stop by later” is not an opt-out.

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Recording an Opt-out

When someone asks to stop through another route, such as by phone or in person, you have to honor it however it was made. Click Add to open Record an opt-out, choose Email or Phone, enter the address or number, add an optional Note that only your team sees, and click Add.

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Opting a Contact Back In

A recipient who texted STOP can opt back in by texting START. Admins can also click Opt back in on a row, describe under How did you obtain consent? how you obtained it, and confirm that the person has given you permission to contact them again. This does not create consent: it records that you obtained it, who said so, and when, and the original request is kept. Opt back in is not offered for Texted STOP or Marked as spam opt-outs.

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Compliance

You are responsible for ensuring your outbound messaging complies with the regulations that apply to you, including obtaining the consent required to contact your recipients. Batches help by asking you to confirm consent before SMS and email batches, reminding you of the National Do Not Call List before call batches, and sending only between 8 AM and 9 PM unless you acknowledge otherwise.