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Opt-Out Messages

If a contact texts “STOP,” they will be opted out of your messages and you’ll no longer be able to message them from your current text number. Here’s why and how this protects you.

How Opt-Out Compliance Works

Under TCPA regulations, mobile carriers require businesses to provide contacts with a clear way to opt out of text communications. When a contact opts out, Text Request automatically blocks future outbound texts to that number from your text line.

Opt-outs apply on a per-text-number basis. If a contact opts out of one text line, do not message them from a different dashboard number. Texting an opted-out contact from multiple numbers violates carrier rules and can result in spam complaints or account suspension.

 

The Automatic STOP Notice

To ensure contacts know they can opt out, Text Request automatically appends an opt-out notice to the very first text you send to a new contact.

  • Notice Format: Text STOP to opt out
  • Notice Frequency: Appends only once per contact per text line.
  • Character Impact: The notice is 22 characters long.

Warning: The 22-character STOP notice counts toward your total message length. To keep your initial message within a single billing segment (160 characters), keep your message body under 138 characters. Use our Message Character Count guide to monitor your segment limits.  

 

Opt-Out Keyword Triggers

Contacts can opt out at any time by replying with any standard carrier opt-out keyword. Keywords are not case-sensitive.

Action Category Recognized Opt-Out Keywords System Behavior
Standard Opt-Out STOP / STOPALL / UNSUBSCRIBE / CANCEL / END / QUIT / REMOVE Immediately blocks outbound texts, flags the contact as opted-out, and archives the conversation thread.
Keyword-Specific Opt-Out

STOP [KEYWORD]

e.g., STOP PROMO

 Unsubscribes the contact from that specific keyword group list while keeping individual 1-on-1 messaging active.

 

Handling Manual Opt-Outs (Suppression)

If a customer verbally asks to stop receiving texts or emails an opt-out request without replying STOP, you can manually suppress their number.

Path: Contacts 

1. Locate and click the contact to open the Contact Details.

2. Select Suppress. This will toggle the chip on, making it orange.

Suppressing a contact displays a red indicator dot on their contact record, preventing accidental texts while preserving their historical conversation logs for your records.

 

Opting Contacts Back In

If a contact previously opted out and wants to receive texts again, they must initiate the opt-in from their mobile phone.

To opt back in, the contact must text one of the following opt-in keywords to your text number:

  • START
  • YES
  • UNSTOP

Tip: For security and carrier compliance, Text Request account users cannot manually opt back in a contact who previously sent an opt-out keyword. The request must originate from the contact's mobile device. For more details on collecting consent, view our Getting Permission to Text Someone guide.