Clients can opt out of receiving text messages from your store at any time by replying STOP. This opt-out option supports compliance with the Telephone Consumer Protection Act (TCPA) and carrier messaging requirements.
What Happens When a Client Opts Out?
When a client replies STOP, they are automatically opted out of all future messaging.
After opting out, the client will receive an automatic confirmation message:
"You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe."
Once opted out, the client will no longer receive:
- Mass messages
- Review link messages
- Order pickup messages
- Auto messages
- One-on-one messages from associates
How Can a Client Opt Back In?
The only way for a client to opt back in is to reply START to the same store number they opted out from. Replying START is what tells their phone carrier they want to receive messages from your store number again.
Important Note: Opt-outs are tracked and enforced at the carrier level (Verizon, AT&T, T-Mobile, etc.). Because of this, Clientbook cannot remove the opt-out or bypass it.
For example, if Clientbook could manually change a client's marketing status from "Opted Out" to "Confirmed" in Clientbook, their phone carrier would still block messages from your store number until the client texts START.
Why Creating a New Profile Does Not Bypass an Opt-Out
A common question is whether creating a new client profile for someone who previously opted out will allow you to message them again. The short answer is no.
Here is why: when a client texts STOP, the block happens at the carrier level (Verizon, AT&T, T-Mobile, etc.), not within Clientbook. The carrier associates the client's phone number with your store's SMS number and blocks all messages between them.
Even if you:
- Delete the original client profile and create a brand new one
- Manually set the new profile's marketing status to "Confirmed"
- Merge the client with a different profile
The carrier will still block your messages from reaching that phone number. Clientbook has no ability to remove or override a carrier block.
The only way for that client to receive texts from your store again is for them to text START to your store's number. This tells the carrier to remove the block.
What You Can Do
If you need to reach a client who previously opted out:
- Contact them through a different channel (email, phone call, or in person).
- Ask them to text START to your store's SMS phone number.
- Once they text START, their carrier will remove the block, and Clientbook will automatically update their marketing status.
Key Takeaways
- Clients can opt out anytime by replying STOP to stay TCPA compliant.
- A confirmation message will notify them of their successful opt-out, with instructions on how they can opt back in.
- Opt-outs are tracked and enforced by the client's phone carrier.
- Clientbook tracks and shows opt-outs so your team does not continue attempting to message clients who are blocked by their carrier.
- Creating a new profile or changing marketing status manually will not bypass a carrier block.
- No further messages will be sent until the client replies START to resubscribe.