Understand opt-out and STOP replies

Customers can stop receiving texts from your shop by replying with a recognized stop-word. TracsConnect and the carriers watch for these automatically.

The words that trigger an opt-out are: STOP, UNSUBSCRIBE, END, CANCEL, and QUIT.

What staff should know

• Do not try to work around a customer opt-out. It’s both a legal requirement and bad practice.
• If a customer says they don’t want texts, use a phone call or email instead.
• If a customer opted out by mistake, they need to re-agree to texting themselves — you can’t re-enroll them from the shop side. Direct them to do it through the customer portal.
• Opt-out behavior can vary slightly between phone services, so check Setup > Connections if something seems off.

What it means day-to-day

An opt-out blocks future messages to that customer’s phone number. Their record in the system doesn’t change, and your past conversation history stays intact. You just can’t text that number again unless the customer chooses to opt back in.

Good shop practice

Treat opt-out requests as final. If a customer eventually asks to receive texts again, let them re-enroll through the portal — don’t manually work around it.