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The TCPA requires you to remove customers from text message marketing campaigns if they make a reasonable request to be removed. In SMS marketing, we refer to this as the "opt-out" process.
About the Opt-Out Process
Similar to the opt-in process, where customers can opt-in by texting a certain keyword, customers can also request to opt-out by texting "STOP" at any time.
We've also designed Postscript to recognize variations on the theme of STOP (including typos) and to unsubscribe customers accordingly. Examples of alternative opt-out phrases Postscript recognizes are:
- Cancel
- Do not/don't text
- End
- Remove me from your list
- Stop texting
- Take me off this list
- Wrong number
- Unsubscribe
Manually Unsubscribe Customers
Postscript automatically processes and confirms all opt-out requests you receive through your Postscript phone number(s). However, it's important that you stay on top of your customer responses in the off chance an unsubscribe request makes it past Postscript's screening.
You have two options when manually unsubscribing a customer: via the customer response page or from the subscriber details page.
You can view customer responses by selecting Messaging in the side menu of your Postscript dashboard, then selecting Responses.
If you feel a customer is attempting to unsubscribe from text marketing campaigns, then you can simply select Opt Out at the far-right of the subscriber's row.
If you know the number of the subscriber, you can enter it in the Search field in the side menu of your Postscript dashboard.
On the subscriber details page, select Opt Out on the far-right of the Subscriber Status row.
Include Opt-Out Language in Messages
You can choose to include opt-out language in both campaigns and automations. If you send regular campaigns, then we encourage you to include opt-in language at least once a month.
Postscript makes it easy to include opt-out language when creating a campaign or automation message. On the message details page, simply select the Add "Reply STOP to unsubscribe" checkbox below the message field. Doing so adds the opt-out language to your message.
Get Support
Have questions? Please feel free to reach out to our wonderful Support team at support@postscript.io or via live chat. You can also submit a support request here!
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