SMS opt outs

Contacts can opt-out of SMS communications by replying to an SMS campaign with one of a specific set of stop words.

Gareth Burroughes avatar
Written by Gareth Burroughes
Updated over a week ago

SMS stop words (these are not case sensitive):

  • STOP

  • UNSUBSCRIBE

  • REMOVE

  • QUIT

  • CANCEL

  • END

SMS opt-out behaviour is the same whether the SMS is sent as a broadcast or tiggered SMS.


After a stop word is received

When a contact replies to an SMS campaign with a stop word, we automatically suppress the mobile number so they do not receive any more SMS campaigns from you. The suppression reason for the mobile number displays as Unsubscribed.

Learn how to manually suppress a mobile number in Suppress a contact.


View suppressed mobile numbers

  1. Go to Audience > Suppressions.

  2. To view only your suppressed mobile numbers, select FILTER and then select the Contacts with a suppressed mobile number radio button.

  3. If you want to show only those mobile numbers suppressed for a specific reason, then expand the suppression types drop-down menu and choose from bounced, unsubscribed or suppressed by you.

  4. Select APPLY to add your filter to the suppression list.

Export suppressed mobile numbers

  1. Go to go to Audience > Suppressions.

  2. Select FILTER and then select the Contacts with a suppressed mobile number radio button.

  3. Select APPLY.

  4. Expand the MORE ACTIONS drop-down menu and select Export all.

  5. You're taken to the Exports screen. When your export is ready, Finished is displayed in the Status column. Select Download.

If you want to access the exported file at a later date, expand the User menu, then go to Settings > General > Exports. Your recent exports are stored here for 30 days.


View opt-out messages

You can see the opt-out messages from your contacts in the SMS inbox.

To find the SMS inbox, go to Analytics > Reports, then expand the MORE REPORTS drop down menu and go to SMS > Inbound messages.


Resubscribe a mobile number

After a contact has unsubscribed from SMS, you can't resubscribe them.

However, the contact can resubscribe themselves to SMS by messaging START or UNSTOP to your inbound number. This is useful to know when you test SMS with your own phone number.

SMS Unsubscribe and resubscribe

Depending on how you have configured your SMS sending, contacts may need to include your keyword in their reply to unsubscribe or resubscribe.

If a mobile number has hard bounced or been suppressed by you, then you can resubscribe it from the suppression list.

To do this:

  1. Go to go to Audience > Suppressions.

  2. Find the contact whose mobile number you want to resubscribe and select the check box for the contact.

  3. Expand the MORE ACTIONS drop-down menu and select Resubscribe.

  4. On the Resubscribe contacts screen, select which channels to resubscribe by setting the email and SMS toggles to YES or NO, then select RESUBSCRIBE.

  5. Read the confirmation details and select RESUBSCRIBE CONTACTS.

  6. To close the Resubscribe report, select OKAY.

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