This article explains how SMS opt-in and opt-out behavior works in AMS+, including what happens when a recipient replies with "STOP" or "START" 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 to your message with the word "STOP", they will no longer receive 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 the word "START", 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 the word "STOP":
- 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 "START".
If they want to begin receiving SMS messages again, instruct them to reply to your most recent SMS message with the word "START".