SMS Opt-Out Compliance
Understand how SMS opt-outs work so you stay compliant and respectful of your contactsâ preferences.
Under U.S. law (the Telephone Consumer Protection Act, or TCPA), you must honor a customerâs request to stop receiving text messages. If someone opts out, you canât send them marketing texts unless they opt back in.
What Opt-Out Means
When someone asks to opt out, meaning they donât want to receive your texts anymore, Salesmsg automatically stops sending them messages. This protects you and keeps you compliant with U.S. text marketing laws.
Automatic Opt-Out via Keywords
Contacts can unsubscribe at any time by sending common keywords like:
STOP
CANCEL
END
UNSUBSCRIBE
QUIT
STOPALL
Salesmsg will recognize these and unsubscribe the contact automatically - even if the contact makes a small typo (like stoppp).
đĄ Quick tip: Make sure your messages always include simple opt-out instructions such as âReply STOP to cancel.â This is not just good practice - itâs required.
Manually Unsubscribe Contacts
If someone asks you personally to be removed, you can manually unsubscribe them in Salesmsg:
From the Contacts page
Or in bulk from Contacts or Conversations pages
This gives you control if someone requests removal in another way (like email or call)
How Resubscribing Works
Contacts who previously opted out (e.g., by texting STOP) can opt back in by sending the following message:
START
YES
UNSTOP
However, this must come from the contact directly - you cannot resubscribe for them inside Salesmsg to remain compliant.
What Happens After Opt-Out
Once someone is opted out:
They wonât receive any triggers, broadcasts, workflow messages, CRM sends, or automation texts until they opt back in.
Salesmsg automatically skips them - you donât need to take extra steps.
This keeps you compliant and protects your message deliverability.
Frequently Asked Questions
Will opted-out contacts receive any triggers, broadcasts, or CRM messages?
No. Once a contact opts out, they wonât receive any messages - including triggers, broadcasts, or CRM-driven campaigns, until they opt back in.
Salesmsg automatically skips opted-out numbers, so no messages are sent accidentally.
Can I customize the opt-out message?
It depends on the type of number youâre using.
Long Code numbers (standard 10-digit phone numbers):
The opt-out messages are set by default and canât be customized.Dedicated Short Codes:
You can customize opt-out messages. To make changes, contact our support team and theyâll help you review your options.
Can I export a list of opted-out contacts?
Yes. You can easily view and export them from the Contacts page:
Go to Contacts
Filter by Opt-in Status â Opted-out
This will show all contacts who have unsubscribed, which you can then export if needed.
Need Help? âđ»
Contact us on live chat or send an email to us at [email protected].