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
- Go to Automations
- Navigate to Triggers inside Agent CRM.
- Create a New Trigger
- Click “Create Trigger” and select “Customer Replied” as the event.
- 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”
- Option 1: “Contains Phrase” (More Risky)
- Set the Action to “Do Not Disturb”
- Select “Update Contact” → Set Do Not Disturb (DND) to ON.
- 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?
👉 Register for A2P Support Here
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
For more resources to help you thrive, be sure to check out our YouTube channel for great videos like this one: