STOP is handled for you
Honouring STOP is on by default for every project. STOP, STOPALL, STOP ALL, QUIT, END, REVOKE, CANCEL, UNSUBSCRIBE, OPTOUT and OPT OUT all count, and START, UNSTOP, OPTIN and OPT IN put somebody back.
The word has to be the whole message. "stop by at three" is a sentence about a visit, and "cancel my 3pm" is somebody moving an appointment. Neither unsubscribes anybody.
What happens when somebody opts out
- They go on that project's do-not-message list, with the reason and the moment recorded.
- Anything already scheduled for them is cancelled, and so is their place in any running announcement.
- Every route out is closed: typed, scheduled, announced, automated, or through the API.
- Their message still reaches your inbox. Inbound is never suppressed — that is what makes START work, and it means you can see what they said when they left.
Add somebody by hand
Use this when somebody asks in person, on a call, or by email. A request to stop does not have to arrive as a text message to count.
- Open Settings in your project and find Do not message.
- Choose Add a number and enter it.
- Say why, briefly. Somebody reading this in six months should be able to tell whether it was a phone call, an email, or a conversation in the shop.
An opt-out is not a block
An opt-out is the recipient's decision and they can reverse it by saying START. A block is your organization's decision and only your organization reverses it.
They look identical in a table and behave differently, which is exactly why Miss Blue keeps them in separate lists. Treating a customer who unsubscribed as somebody you blocked means they can never come back on their own.
The list is per project
Somebody who opts out of your marketing project has not opted out of your support line. Treating those as one list is how a customer stops receiving the appointment reminder they actually wanted.
If you do want one list across everything, keep the numbers in one project or manage the suppressions through the API.