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SMS

How to add opt-out (STOP) and business identification to your texts

In Settings › Phone System › Messaging › Messaging Compliance, turn on the opt-out message and sender information, customize the text and, if you like, repeat them every X days. Anyone who replies STOP stops receiving texts.

Updated on

Before you start

  • You need permission to change the account's phone settings.
  • Decide on your opt-out text (for example, "Reply STOP to unsubscribe") and your business sign-off (for example, "Team Bright Smile Dental").
  • In accounts created less than 15 days ago, or for users without permission, these options may not be turned off.
Where to find it

Settings › Phone System › Messaging › Messaging Compliance

Step by step

  1. In the left menu, open Settings and click Phone System.
  2. Open the Messaging tab, then Messaging Compliance.
  3. Turn on Make SMS compliant by adding an opt-out message.
  4. Click Customize and write your opt-out text.
  5. Turn on Make SMS compliant by adding sender information.
  6. Click Customize and write your business identification.
  7. If you want these lines to reappear in long conversations, turn on Enable periodic opt-out & sender info and set how often, in days (1 to 60).
  8. Click Save.

Tips

  • The first text in every SMS conversation always includes the sender info and opt-out text, even with the periodic option off.
  • If your message already includes a full instruction such as "Reply STOP to unsubscribe", the system won't add it again. A lone word like "stop" in a normal sentence doesn't count.
  • The opt-out keywords carriers recognize are STOP, STOPALL, CANCEL, UNSUBSCRIBE, END and QUIT.
  • A 30-day interval usually works; use fewer days if you send many campaigns.

Common problems

  • Extra text I didn't write shows up in my texts → That's compliance at work: it adds sender info and opt-out when they're missing. Include them in your own message so they aren't added, or customize them here.
  • I can't turn the options off → The account was created less than 15 days ago or your user lacks permission. Ask an admin or wait.
  • A customer replied STOP and texts fail with error 21610 → The customer opted out and can't receive more texts. They'll only receive them again if they send START (or another opt-in keyword) to the same number.
  • The opt-out text appears twice → Your sentence isn't a complete instruction. Use a phrase like "Reply STOP to unsubscribe".

Frequently asked questions

Does this change messages already sent?

No. It only applies to messages sent after you save.

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