When a contact asks to stop getting texts, the Messenger stops you from texting them from that brand.
Before you start
Anyone can see an opt-out. Only admins and owners can undo one that our system flagged by mistake.
Steps
See if a contact opted out
Open the conversation.
Look for the red line Contact was opted out in the conversation. It shows where the opt-out happened.
In the contact panel on the right, you also see Opted out with the date.
Undo an opt-out our system flagged by mistake (admins and owners)
Some opt-outs are found by reading the contact's words, like "please stop texting me." These show an AI-detected tag. Point at the tag to see why it was flagged.
If the contact did not really ask to stop, click Opt back in on that line.
The line then also shows Opt-out reverted, and you can text them again.
What happens next
After an opt-out, any text you try to send is refused with a reason. Internal notes still work.
If you had a text scheduled, it is stopped and marked Held: the contact opted out after this was scheduled.
Opt-outs are per brand. A contact who opts out of one brand can still get texts from your other brands. There is one exception: if two of your brands share the same texting setup with our carrier, a STOP to one also stops texts from the other.
Common questions
The contact texted STOP by mistake. Can we turn texting back on?
No. When someone texts STOP, our carrier blocks texts to them too. Only the contact can turn it back on, by texting START to your number.
Why don't I see the Opt back in button?
It only shows for admins and owners, and only on opt-outs tagged AI-detected. A STOP keyword can't be undone by your team.
Does an opt-out also stop calls?
No, but you are warned. When you call a number that opted out of texts from this brand, you see a warning first and must confirm before the call is placed.
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