How STOP works
When someone texts STOP to one of your numbers, Send4 stops texting the sender’s number across your whole workspace. Send4 does not recognise START as a command to opt back in: you restore their opt-in manually.
What happens when someone texts STOP
The flow stops and the conversation closes, marked Opted out (STOP). The person gets one last text: “You will not receive any more messages from us. Goodbye.”
From then on:
- Flows and your team can’t text that number. The message box shows This number opted out (STOP).
- Campaigns skip the number, and importing it again doesn’t change that.
- If the person texts again, the message is recorded, but no reply is sent.
To see everyone who opted out, open Leads and set the SMS opt-out filter to Opted out.
What doesn’t count as a STOP
The whole message must be the word STOP, in capitals or not, with or without punctuation after it. Stop. and STOP! both count.
To opt someone out by hand:
- Open Leads and select the lead.
- In the Details panel, next to SMS, select Mark as opted out. Send4 sends them no text.
Opt someone back in
Only do this when the person has asked you to.
- Open Leads and select the lead.
- In the Details panel, next to SMS, select Mark as opted in.
If an opted-out person texts START, Send4 records it and they stay opted out.
The one exception is Twilio’s Advanced Opt-Out. If you’ve switched it on, Twilio answers STOP and START itself and tells Send4, which follows the reported opt-in or opt-out status and does not send its own final text. Vonage doesn’t report opt-ins to Send4.