STOP and opt-outs

When a customer asks to stop, they stop getting texts. Straight away, in every flow, and nobody on your team can override it.

What counts as an opt-out

• STOP, STOPALL, UNSUBSCRIBE, REVOKE, OPTOUT or QUIT.
• Plain requests like “stop texting me”, “remove me” or “opt me out”.
• CANCEL or END on their own.

What happens next

• The customer is unsubscribed at once, and we mark them unsubscribed in Shopify too.
• The conversation ends. The thread shows “Customer opted out · no more texts” and moves to the Opted out tab.
• The composer is locked: “This customer opted out. Nobody can text them from here.”
• They aren’t texted again by any flow, now or later.

Messages that might mean stop

Some messages aren’t clear: “cancel my order”, “wrong number”, “leave me alone”, “spam”. The assistant doesn’t guess either way. It pauses, the thread shows “Customer asked to stop · AI paused for review”, and a person decides. See Needs you.

Opting back in

If a customer who had agreed to texts before replies START or UNSTOP, they’re subscribed again. A START from a number that never agreed to texts goes to a person instead.

Keeping an eye on it

Customers shows your opt-out rate for the last 30 days. If it climbs, look at the conversations under Opted out: a timing change or a tone tweak in your brand profile usually fixes it.