Unsubscribe from SMS

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How do contacts unsubscribe from SMS messages?

In ActiveCampaign, the ability for contacts to unsubscribe from SMS messages is crucial for maintaining optimal engagement and adhering to communication regulations. This feature not only empowers contacts to manage their preferences but also ensures compliance with messaging guidelines, making it a vital aspect of your SMS marketing strategy.

How to access this feature

To manage SMS messaging and the unsubscribe feature, you must have the SMS add-on enabled on your account, which is available for the Plus, Professional, or Enterprise plans. This feature can be accessed directly from your ActiveCampaign account interface where SMS messaging configurations are handled.

Step-by-step instructions

1. **Sending SMS Messages**: When you send SMS messages to your contacts, ensure that you include clear instructions on how they can unsubscribe. The standard method for contacts to opt-out is by replying with "STOP."

2. **Unsubscribing**: Once a contact replies "STOP" to any SMS message, they will automatically unsubscribe from receiving future SMS communications.

3. **Skipping SMS Actions in Automations**: After a contact has unsubscribed, all "Send SMS" actions in your automations will be bypassed for that contact.

4. **Removing Phone Numbers**: If necessary, you can manually prevent SMS communications by removing the contact’s phone number from the default phone number field in their profile.

5. **Re-subscribing**: Should a contact wish to re-subscribe to your SMS messages, they can do so by replying with "START," "YES," or "UNSTOP." Please note, as the sender, you are not able to manually re-subscribe contacts.

Configuration options and settings

To effectively manage SMS unsubscribe functionality, you should be familiar with the following options:

• DEFAULT PHONE NUMBER FIELD: This is where you can remove a contact’s phone number to stop them from receiving SMS messages.
• AUTOMATION SETTINGS: Understand that unsubscribed contacts will skip over any SMS actions programmed within your automation workflows.

Best practices and tips

- Always include an opt-out option (like "STOP") in your SMS communications to comply with regulations and foster trust with your contacts. - Make the re-subscription process straightforward. Encourage contacts to respond with "START" or similar terms to make it easy for them to opt back in. - Regularly review your SMS communication strategy to ensure compliance with messaging laws and improve contact engagement. - Maintain clear records of your SMS messaging practices to avoid confusion and manage relations effectively.

Common use cases with examples

- **E-commerce Notifications**: An online store might send order updates via SMS and provide an opt-out option to respect customer preferences and avoid sending unwanted messages. - **Event Reminders**: A conference organizer can use SMS to remind attendees about event details while allowing them to opt-out if they no longer wish to receive these updates.

Troubleshooting

Though uncommon, issues may arise with SMS unsubscribing. Here are some troubleshooting tips:

- If a contact claims they are still receiving SMS messages after opting out, confirm they sent the correct opt-out response ("STOP"). - Ensure that there are no errors in your automation setup that would override the unsubscribe action for that contact. - Double-check that the contact's phone number has been removed from the default phone number field if you intend to halt all SMS communication.

FAQ

Q1: What happens if a contact replies "STOP" to my SMS message? A1: The contact will be unsubscribed from all SMS messages, and will skip over any future SMS actions in your automations.

Q2: Can contacts unsubscribe from SMS in other ways? A2: The only method for unsubscribing is by replying "STOP" to an SMS message.

Q3: Can I manually unsubscribe a contact from receiving SMS messages? A3: No, contacts can only unsubscribe themselves by replying "STOP."

Q4: How can a contact re-subscribe to my SMS messages? A4: They can re-subscribe by replying with "START," "YES," or "UNSTOP" to any SMS message.

Q5: Will unsubscribing from SMS affect email subscriptions? A5: No, unsubscribing from SMS does not automatically unsubscribe contacts from your email lists.

Q6: Are there any reporting features for unsubscribed contacts? A6: Unfortunately, there is no way to track which contacts have unsubscribed from your SMS messages directly in the system.

Q7: How can I ensure I comply with SMS marketing regulations? A7: Always provide an opt-out option in your SMS messages and ensure you respect contacts' preferences for communication.

For more detailed guidelines on SMS messaging practices, refer to ActiveCampaign's comprehensive SMS documentation.

This concludes the overview of unsubscribing contacts from SMS messages in ActiveCampaign. Ensure to follow best practices and keep compliance top of mind for effective communication with your contacts. ```