Opt-Outs

The opt-out list is the set of numbers the platform will not message. Entries are normally created without anyone doing anything: when a customer replies STOP to one of your numbers, the messaging service records it here and every later send to that number is dropped - whether it comes from an agent, a campaign, or the REST API.

This screen exists so that the list is something you can inspect and correct, rather than an invisible rule. Use it to confirm why a message did not go out, to add a customer who asked to be removed by phone, and to lift a suppression when someone asks to resume.

How suppression is scoped

An opt-out applies to the pair of numbers involved: the customer’s number and your number they replied to. It is not tenant-wide. This matches how carriers and the major messaging providers treat STOP - the customer is asking that particular sender to stop, and a business running separate numbers for, say, appointment reminders and delivery notices is running two senders.

The practical consequence is worth being deliberate about: if you message the same customer from several numbers, a STOP to one of them does not stop the others. When you want a customer suppressed everywhere, add one entry per number you send from.

There is no wildcard. Suppression is an exact match on the customer number, your number, and the channel, so an entry saved without Your Number matches nothing and suppresses nothing - every outbound message has a sending number.

SMS and WhatsApp are tracked separately, so opting out of SMS does not stop WhatsApp messages.

Grid Columns

Column	Description
Customer Number	The number that must not be messaged
Your Number	The number they opted out of
Channel	SMS or WhatsApp
Status	Opted out, or opted back in. Only opted out suppresses messages
Keyword	The word received, or `manual` for an entry added here
First Recorded	When the entry was first created
Last Changed	When it was last updated, if ever

Numbers are stored as digits only, so an entry matches whether the number was dialed as +13305551234, 13305551234, or (330) 555-1234. You can type any format when adding one by hand.

Adding an opt-out by hand

Add an entry when a customer asks to be removed some other way - on a call, by email, or in person. Set Customer Number to their number, Your Number to the number you message them from, and leave Status as Opted out.

Lifting an opt-out

Edit the entry and change Status to Opted back in. The row is kept rather than deleted, so the history of the number opting out and back in stays visible - which is the point of an audit trail. Deleting the row also lifts the suppression, but loses that history.

Only lift an opt-out when the customer has asked you to. A record that someone opted out and was messaged anyway is worse than no record.

For customers who are in your CRM, the same event is also written to the contact’s consent history and the contact’s channel opt-in flag is updated, so the two views agree. See Consent Log.

The important asymmetry: this list is what stops messages. Clearing a contact’s opt-in checkbox in the CRM does not resume messaging on its own - the entry here has to be changed too.

Recognized keywords

Result	Keywords
Opt out	STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, OPTOUT, REVOKE
Opt back in	START, UNSTOP, SUBSCRIBE, OPTIN, YES

Matching ignores case, spacing, and punctuation but requires the whole message to be the keyword. A message like “please stop texting me” is delivered to the agent as normal and is not treated as an opt-out, because matching keywords inside a sentence would unsubscribe customers for ordinary phrasing. Handle those by adding an entry here.

Availability

The opt-out list appears for tenants with messaging enabled. Access requires messaging permission.