How customers can opt out of texts

Customers can opt out of SMS by texting STOP to your Run a Call Phone number. The platform tracks opt-outs for carrier compliance — required under A2P 10DLC.

How STOP works

When a customer texts STOP (or HELP, START, UNSUBSCRIBE, CANCEL, END, QUIT) to your number:

Step	What happens
1	The carrier intercepts the message and stops further SMS to that number from your account.
2	Run a Call logs the opt-out event.
3	Subsequent attempts to SMS that number will fail (carrier blocks them).

Important

This is enforced at the carrier level — there's no way around it. Whether you have an in-app toggle or not, the carrier respects STOP.

What you'll see in your account

Opt-outs are tracked behind the scenes for A2P 10DLC compliance monitoring. The platform watches the rate of opt-outs against the rate of outbound SMS to spot patterns that might trigger carrier action — too many opt-outs over too many messages is a flag.

Note

You don't currently see a per-customer "this person has opted out" badge in the customer card. That UI is on the roadmap.

What if a customer wants back in?

The customer can text START to re-enable SMS from your number. Same mechanism — carrier-level, no user action on your end required.

Patterns the platform watches

For carrier compliance, the platform tracks:

Metric	Why it matters
Opt-out rate	STOPs per outbound SMS sent.
Help-keyword rate	HELP requests, often signal customer confusion.
Failed delivery rate	Bad numbers or blocked content.

If these get unusually high, your account may be flagged for review. Causes are usually:

Cause	Detail
Too much marketing	Run a Call is for transactional SMS, not marketing.
Stale or incorrect lists	Targeting numbers that bounce.
Unclear sender identity	Customers don't know who's texting them.

Best practices

Practice	Why
Identify yourself in every message	"Acme Heating: …". STOPs go up when customers don't know who's texting them.
Use transactional triggers only	Appointment confirmations, reminders, on my way, invoice links.
Don't bulk-text	Single recipient at a time is a Run a Call limit, and a good norm.