Before you start
Customers who reply STOP get no more texts until they reply START (on its own or with words like “please”, “again”, “now” or “thanks”; UNSTOP works too). It also withdraws their agreement to marketing.
These replies count as STOP too: STOP ALL, UNSUBSCRIBE, OPTOUT, CANCEL, END or QUIT, whatever punctuation, emoji or number is with it (“Cancel 12” turns texts off too). So does a short request of up to six words, with no question mark or number, that only asks to stop: “Stop it”, “Please stop”, “Stop texting me”, “Unsubscribe me”, “Opt out”, “Remove me”, “Don’t text me”, “Leave me alone” or “No more texts”.
Anything else reaches you as a normal message: a longer message, a question, a number with other words, like “Can you stop at number 4 too?”, or one with other words in it like “Stop texting me on Tuesdays”. If they're asking not to be texted:
- Open the customer's page.
- In Consents, turn off Marketing messages. It saves straight away.
- To stop visit texts too, choose Edit customer, turn off Service updates by text, and choose Save customer.
What happens next
Bulk messages leave them out, and the inbox says they've replied STOP. Emails can still go to them.
If something goes wrong
- “This customer replied STOP, so they can't be texted until they reply START.”: email them, or wait for them to reply START.
Who can do this
The owner and managers who can see and change customers.
Still stuck? Send us a message.