Customers can opt-out of receiving SMSes/text messages by replying with Stop, Unsubscribe, or Cancel. They’ll receive a message that they have been unsubscribed. If the Customer has more than one phone number marked as SMS in Gladly, they only opt-out from receiving additional SMSes from the number they responded STOP from.
The response sent to Customers upon opting out is carrier generated and cannot be modified or customized.
In the Conversation Timeline, you’ll see the opt-out keyword used (e.g., Stop) but the response sent by the carrier (e.g., You have successfully unsubscribed) is not displayed in the Conversation Timeline.
Upon opting out, the Customer’s phone number appears in red text, indicating the Customer has opted out of SMS communications. The Send option becomes unclickable, and the SMS tag is removed from the Contact Card.
The SMS options also become unavailable.
Tip – Inbound messages are still delivered even after an opt-out
A Customer who has opted out can still send an SMS which will still route to Agents, and their message appears in the Conversation Timeline, but the Agent will not be able to reply. Customers will need to resubscribe to allow inbound SMS communications again.
The error “The destination number has disabled receiving messages from this number and must text ‘START’ to this number to enable” appears if replying to a Customer that has previously opted out. The Customer must reply with “START” or other opt-in keywords to re-subscribe; only then can they receive an SMS from Gladly.
