Opt-outs and STOP keywords

An opt-out is a contact telling you to stop. Landing Zone detects opt-out replies automatically and stops messaging contacts who ask to be left alone.

How Landing Zone detects opt-outs#

Landing Zone recognizes standard opt-out keywords in inbound SMS — including STOP, UNSUBSCRIBE, QUIT, and CANCEL — as well as free-form revocation wording, so a contact who writes "please stop texting me" is treated as opting out, not only one who replies with the exact keyword.

What happens when an opt-out is detected#

Four things happen when Landing Zone detects an opt-out:

• The contact is added to the suppression list, which excludes them from future sends — see Suppression lists.
• Their consent status is set to REVOKED — see Consent and contact permissions.
• A confirmation reply is sent so the contact knows the opt-out took effect.
• An audit entry is recorded, preserving what happened and when — see Audit logs.

First-message opt-out disclosure#

The first outbound SMS to a contact automatically appends "Reply STOP to opt out." — so every new recipient is told how to stop your messages from the very first text.

Email opt-outs#

Email campaigns and batches include one-click unsubscribe, and opt-outs are tracked alongside opens, bounces, and replies. A recipient should never have to hunt for a way out of your emails.

Honoring opt-outs across channels#

Treat an opt-out as the contact ending permission — not as a channel-specific preference. Someone who replied STOP to a text has told you they do not want to hear from you; reaching them another way disregards that.

Never re-add opted-out contacts. Do not re-import them under a new list, create duplicate records to route around suppression, or message them again because time has passed. Suppression exists to keep them excluded — work with it, not around it.

What opt-out handling does not do#

Automatic opt-out handling manages the end of permission; it says nothing about the beginning. Detecting and honoring a STOP does not make the messages sent before it lawful, and a contact who has not opted out has not thereby opted in. Consent still has to be obtained up front — see Consent and contact permissions.

Your responsibilities#

• Honor every opt-out immediately and across every channel you use.
• Keep opt-out instructions visible in what you send.
• Never re-add, re-import, or work around suppressed contacts.
• For day-to-day handling in the app, see Handle opt-outs.