Samuel Fuenzalida asked:
“When a prospect replies to auto text messages with a ‘Stop,’ will Agent CRM recognize that and stop sending text messages? Will they still receive emails if they do not unsubscribe within the body of the email? Thanks!”

Here’s the detailed response to clarify how Agent CRM handles these scenarios and what steps you can take to manage communication preferences.

1. Automatic Recognition of “Stop” Replies

When a prospect replies to an auto text message with the word “Stop” (or similar opt-out keywords like “Unsubscribe”), Agent CRM’s Twilio integration automatically prevents further text messages and calls to that number. This ensures compliance with regulations and protects you from potential penalties.

  • What Stops?
    • Outgoing text messages and calls to the number that replied “Stop.”
  • What Continues?
    • Emails will continue to be sent unless the prospect manually unsubscribes via the unsubscribe link included in the email.

2. How to Set Up a Trigger for DND (Do Not Disturb)

If you want to automate additional actions when a prospect replies “Stop,” you can set up a trigger in Agent CRM.

  1. Go to Automation
    • Navigate to Automation >> Triggers and click + Add Trigger.
  2. Set the Trigger Condition
    • Choose SMS Received as the event.
    • Add a filter for the keyword “Stop” in the text message body.
  3. Add Actions
    • Enable DND (Do Not Disturb) for the contact.
    • Optionally, add a tag like “Opted Out” to track these contacts.
  4. Save and Activate
    • Save the trigger and test it to ensure it works correctly.

3. Manually Manage DND Options

If needed, you can manually enable DND for specific contacts.

  1. Open the Contact Details
    • Go to Contacts and select the contact who replied “Stop.”
  2. Enable DND
    • In the contact’s details, toggle the DND (Do Not Disturb) option to prevent further texts or calls.

4. Emails and Unsubscribes

Emails will still be sent unless the recipient clicks the unsubscribe link included in your email footer. To ensure compliance and maintain good sender practices:

  • Always include an unsubscribe link in your emails.
  • Use tags to track contacts who opt out of SMS and avoid sending unrelated communications.

Pro Tips for Managing Communication Preferences

  • Respect Opt-Outs: Automated handling of “Stop” replies ensures compliance with texting regulations, but always respect a prospect’s preferences for all forms of communication.
  • Monitor DND Contacts: Regularly review contacts with DND enabled to understand trends in opt-outs and refine your messaging.
  • Educate Your Team: Ensure everyone on your team understands how opt-outs work and the importance of compliance.

Learn More

Explore additional resources to optimize your lead management:

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Phone and Text, Software

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