STOP and opt-out replies

Every customer can stop text messages from a business by replying STOP. This is a carrier rule, and it protects your number's reputation as well as your customers. Here is what happens in Bectify when someone does it.

What happens when a customer replies STOP

• Their carrier blocks further text messages from your business to that number.
• Bectify records the opt-out and stops sending texts to that customer. This covers texts from your receptionist and automatic messages such as reminders.
• The opt-out applies to your business only, and only to text messages.

You don't need to keep a list or remove anyone by hand.

How you see it in the portal

Open the customer's conversation in Inbox.

• The customer shows the label Opted out of texts, with the note "This customer replied STOP. Their carrier is now blocking text messages to this number." When the date is known, it is shown.
• In the reply box you see: "This customer replied STOP. Their carrier may block a reply sent here — Send stays enabled in case they've since re-subscribed."

If you send a text anyway

Send stays available, because a customer can opt back in. If the carrier is still blocking the number, the message is not sent and you see: "This customer replied STOP and the carrier is blocking SMS messages to them for this business — the reply was not sent."

If you need to reach that customer, use another way they have agreed to, such as a phone call.

Don't reply STOP to your own alert texts

If you receive lead alerts by text, they come from the same number your customers text. Replying STOP blocks every message from that number to your phone, including customer replies.

To stop alerts instead:

1. Go to Settings › Notifications.
2. Remove your number from the list of phones that receive alerts.