How to Stop Automated Text Messages in Agent CRM (While Avoiding False Opt-Outs)

Original Question:

Christopher Duncan asked us:
“When someone replies with the word ‘STOP,’ does that stop the automatic text messages? What if someone texts something like ‘stop please’ or something similar?”

Answer:

By default, if a contact replies with “STOP”, they will be automatically unsubscribed from automated text messages in Agent CRM. However, if someone sends a variation like “Stop please” or “Please remove me”, those messages will not automatically trigger the system’s opt-out function.

To ensure any variation of “STOP” removes a contact from automated messaging while avoiding accidental opt-outs, follow these steps:

How to Set Up an Opt-Out Trigger in Agent CRM

1. Go to Automations
   • Navigate to Triggers inside Agent CRM.
2. Create a New Trigger
   • Click “Create Trigger” and select “Customer Replied” as the event.
3. Choose the Correct Filter Method
   • Option 1: “Contains Phrase” (More Risky)
     • If you set the filter to “Contains Phrase”, any message containing “stop” (even inside another word or sentence) could trigger the opt-out.
     • Example: “I can’t stop buying policies from you!” could mistakenly remove a client from messages.
   • Option 2: “Exact Match Phrase” (More Precise & Recommended)
     • To prevent accidental opt-outs, use “Exact Match Phrase” instead.
     • In this case, you will need to create separate triggers for:
       • “STOP”
       • “STOP PLEASE”
4. Set the Action to “Do Not Disturb”
   • Select “Update Contact” → Set Do Not Disturb (DND) to ON.
5. Save and Activate
   • Click Save and turn on the triggers to ensure all opt-out requests are honored correctly.

Why This Matters: TCPA & A2P Messaging Compliance

Businesses that send marketing messages via SMS must comply with the Telephone Consumer Protection Act (TCPA) and A2P Messaging Regulations:

• TCPA Requirements:
  • You must provide a clear opt-out mechanism for text messages.
  • Opt-outs must be honored immediately.
  • Violations can result in fines of $500-$1,500 per message.
• A2P Messaging Regulations:
  • Carriers actively monitor SMS traffic for compliance.
  • Failure to process opt-outs correctly could result in message filtering or blocked numbers.

📌 Need help with A2P registration and compliance?
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More Resources

To further refine your understanding and improve your Agent CRM experience, explore these related blog posts:

• Navigating Compliance: What You Need to Know About FCC, TCPA, and A2P Regulations
• Automate New Insurance Lead Campaigns

Watch and Learn

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