Understanding Opt-In, Opt-Out, and Messaging Compliance

Overview

Opt-in and opt-out settings help make sure your organization only messages people who have agreed to receive messages.

These settings protect your customers, your organization, and your messaging reputation.

What Opt-In Means

Opt-in means a contact has agreed to receive messages from your organization.

Depending on your account setup, opt-in may happen through:

A web form
A signup page
An inbound text confirmation
An import with documented consent
An integration-based consent process

What Opt-Out Means

Opt-out means a contact no longer wants to receive messages.

When someone opts out, they should not receive further messages unless they opt back in through an approved process.

Common opt-out keywords may include:

STOP
UNSUBSCRIBE
CANCEL
END
QUIT

How to Review Compliance Settings

Go to Settings or Compliance Settings.
Review the available opt-in and opt-out settings.
Confirm that your help contact information is accurate.
Review whether consent collection is enabled for your account.
Save any changes.

Go to Compliance Settings.
Find the text consent or opt-in setting.
Review the available options.
Choose the setting that matches your organization’s consent process.
Save your changes.

Your account may be configured to collect consent for new numbers, imported contacts, inbound messages, or other workflows depending on your setup.

How to Review a Contact’s Opt-In Status

Go to Contacts.
Search for the contact by name, phone number, or email.
Open the contact record.
Review their messaging or consent status.
Do not message contacts who are opted out unless they opt back in through an approved process.

How Customers Can Opt Out

Customers can opt out by replying with a supported opt-out keyword, such as STOP.

Once a customer opts out, they should no longer receive messages from your organization unless they opt back in through an approved method.

Why Compliance Matters

Messaging compliance helps ensure that your organization sends messages responsibly.

It also helps reduce:

Customer complaints
Carrier filtering
Failed message delivery
Compliance review issues
Unwanted communication

What Customers Should Expect

Recipients should understand:

Who is messaging them
What types of messages they may receive
How often they may receive messages
How to get help
How to opt out

Best Practices

Only message contacts who have provided consent.
Make opt-in language clear and specific.
Avoid vague consent language.
Include help and opt-out instructions where appropriate.
Do not upload purchased or third-party lists.
Keep records of how contacts opted in.
Review compliance settings before launching new campaigns.

Common Questions

Can I message someone who has opted out?

No. If a contact has opted out, they should not receive additional messages unless they opt back in through an approved method.

What happens when someone replies STOP?

The contact is marked as opted out and should no longer receive messages.

Can someone opt back in?

Yes, but they must follow the approved opt-in process for your account.

Do compliance settings apply to campaigns and automations?

Yes. Compliance and consent settings should be respected across messaging features, including campaigns, automations, and direct conversations.