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How can customers opt-out of SMS messages?

Learn how customers can opt-out or opt-back-in to receiving SMS messages.

Updated over a week ago

Customers always have the option to opt-out of receiving SMS messages. When composing a message, Endear recommends always providing explicit instructions on how a customer can opt-out. This is usually something your Admin sets up for your entire organization.

How does a customer opt-out of SMS messaging?

Endear will automatically detect if a customer sends any of the below keywords:

  • REVOKE

  • OPT-OUT/OPT OUT

  • STOP

  • STOPALL

  • UNSUBSCRIBE

  • CANCEL

  • END QUIT

Once a customer sends any of the phrases above, you can no longer contact them via SMS unless they opt back in.

Note: A customer must send one of words in the above list exactly. Our system will not register synonyms or misspellings.

How can I tell if a customer opted-out of SMS messaging?

On the customer profile, view their Marketing preferences on the right-hand side. If they have opted-out of SMS, you will see it indicated under SMS marketing

You will also see this status reflected in the conversation that triggered the opt-out.

How does a customer opt-in to SMS messaging?

If a customer replies to a message with any of the words below, they can resume receiving SMS messages and their SMS marketing status in Endear will update accordingly.

  • START

  • YES

  • UNSTOP

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