This article explains how SMS opt-in and opt-out behavior works in AMS+, including what happens when a recipient replies with a stop or start keyword and how to verify their opt-out status.
For more on SMS texting in AMS+, including training and related resources, see this feature overview.
Opt-in and opt-out behavior for SMS text messages
If an SMS recipient replies with STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT, they immediately stop receiving SMS messages from AMS+.
You cannot send SMS messages to that number through Automated Workflows or any other method in AMS+ until the recipient replies with START, YES, or UNSTOP, which resumes message delivery.
If a recipient is not receiving SMS messages
If a recipient reports that they are not receiving SMS messages, review their record's SMS history to determine whether they previously opted out.
If you see a reply containing an opt-out keyword:
- Contact the recipient using a non-SMS method, such as a phone call or email, to confirm their intent.
- Do not send another text message to that number unless they reply with an opt-in keyword.
If they want to begin receiving SMS messages again, instruct them to reply to your most recent SMS message with START.