Opt-outs
SMS opt-outs and STOP replies
Someone texts STOP and that's it: they're on your opt-out list, anything you'd lined up for them is cancelled and refunded, and nothing more goes to them until they text START.
How does STOP work for business texts?
When someone replies to a business text with STOP, the sender should stop texting them. In CaptiFi Connect the words STOP, STOPALL, STOP ALL, UNSUBSCRIBE, CANCEL, END, QUIT, OPTOUT and OPT OUT, sent as the whole message in any case, add the number to your opt-out list. Pending texts to them are cancelled and refunded, and later sends are refused free of charge.
What happens when someone texts STOP
The reply is matched against the opt-out words as a whole message, in any case, so 'stop', 'Stop' and 'STOP' all count (a full stop on the end doesn't matter either). 'Please stop texting me' doesn't count, because it's a sentence. It lands in your inbox like any other reply, and since it's still a request to stop, add the number to the opt-out list yourself.
As soon as the number is on the list, any texts still scheduled or queued for it are cancelled and the credits go back on your balance. From then on, any send that includes the number refuses it before charging, whether the send comes from the dashboard, a campaign or the API.
If they change their mind, texting START or UNSTOP takes them off the list. You can also add and remove numbers by hand, which is how you'd record someone who opts out over the phone or at the counter.
The opt-out line on campaigns
Marketing texts need a simple way to opt out in every message, so campaigns put your account's opt-out line on the end of each text. By default it says 'Reply STOP to opt out'. You can change the wording in settings, or turn it off for a campaign that's purely a service message, such as appointment reminders.
The line counts towards the length of the text. A 150-character message fits in one part on its own, but add the opt-out line and it needs two, so it's worth leaving room.
Rules and limits that apply
The opt-out list belongs to your account. A STOP sent to another business that uses CaptiFi Connect doesn't put the number on your list, and yours doesn't affect theirs. The list also covers every text from your account, so someone who's opted out won't get service texts such as reminders either, until they text START.
Texts from a sender name can't be replied to, so nobody can text STOP to them. If you send marketing under a name, give another way to opt out in the text, and add those requests to the list yourself or through the API.
Take a number off the list only when the person has asked to hear from you again. The ICO's guidance is to keep opted-out numbers on a suppression list, because a deleted number can creep back in with the next import.
Keeping your other systems in step
The opt-out list is checked on every send, whatever the source. Import a CSV next month that still has an opted-out customer in it and they won't be texted, because the list wins over the import. That protects you here. The copy of the list in your CRM or spreadsheet still has the number, though, until someone takes it out.
So pass opt-outs back to wherever your contacts really live. Through the API that is one webhook (below). Without it, check the Opt-outs page now and then and update your records by hand, and when you move providers, bring the opt-out list with you as well as the contacts.
For developers
Each STOP reply fires an opt_out.created webhook, so your CRM or booking system can mark the person at the same time. Numbers you add by hand or through the API don't fire it. GET /api/v1/opt-outs lists the account's opt-outs, POST /api/v1/opt-outs adds a number with an optional note, and DELETE /api/v1/opt-outs/{phone} removes one.
Sends through POST /api/v1/messages return opted-out numbers in the rejected list with the reason opted_out, and those numbers are never charged.
What each reply does
| They text | What happens |
|---|---|
| STOP, STOPALL, STOP ALL, UNSUBSCRIBE, CANCEL, END, QUIT, OPTOUT or OPT OUT | Added to your opt-out list. Pending texts to them are cancelled and refunded, and later sends are refused at no charge. |
| START or UNSTOP | Taken off your opt-out list. |
| Anything else, such as 'please stop texting me' | Treated as a normal reply and shown in your inbox, where you can add the number to the opt-out list by hand. |
Questions people ask
Which words opt someone out?
STOP, STOPALL, STOP ALL, UNSUBSCRIBE, CANCEL, END, QUIT, OPTOUT and OPT OUT, sent as the whole message in any mix of upper and lower case. START or UNSTOP opts them back in.
Does CaptiFi Connect send a confirmation when someone opts out?
No. Nothing is sent back automatically, and the number is refused on any later send, so their STOP is the last message in the thread.
What does STOPALL do?
The same as STOP: the number goes on your account's opt-out list. Each business on CaptiFi Connect keeps its own list, so it doesn't opt the person out of other businesses' texts.
Am I charged for texts to opted-out numbers?
No. They are refused before sending and never charged, and anything already scheduled or queued to them is cancelled and refunded.
Can I import an existing opt-out list?
Yes, through the API. POST /api/v1/opt-outs takes one number at a time, so a short script will load a whole list. You can also add numbers by hand on the Opt-outs page.
Do opt-outs stop service texts as well as marketing?
Yes. The list covers every text from your account, so an opted-out number will not get reminders or other service texts until the person texts START.
Can people opt out of a text sent from a sender name?
Not by replying, because a sender name can't receive replies. Put another way to opt out in the text, and add the people who use it to your opt-out list.
Send your first text this week
Set up your account and contacts now; we check every new account before it can send.