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.

stop automatic text messages

automatic text messages


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:


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