When a contact replies STOP — or any common opt-out phrase — to an SMS sent through Heavyset, the platform immediately recognizes the request and takes several automatic steps to honor it.
What Counts as a STOP?
The system recognizes a broad set of opt-out phrases, not just the word “STOP.”
Common variations include:
- unsubscribe
- do not contact
- take me off your list
- no further interest
- please stop texting me
…and similar phrases are all detected automatically.
What Happens the Moment Someone Opts Out
When an inbound SMS is received, it's evaluated in real time. If identified as an opt-out request, four things happen automatically and in sequence:
1. The Opt-Out Is Logged
An audit record is created capturing:
- Phone number
- Timestamp
- Message content
- Link to related outbound messages
This record is retained for compliance purposes.
2. The CRM Is Updated
If your CRM integration has opt-out sync enabled, the contact record is updated immediately.
Examples:
- Salesforce: sets the Do Not Text field
- ServiceTitan: adds an opt-out note
All supported CRMs have corresponding updates so the opt-out is reflected where your team works.
3. Your Team Is Notified (Optional)
If configured, a notification email is sent to designated recipients so your team is aware of the opt-out.
4. All Future Messages Are Blocked
From that point forward, any SMS attempt is blocked before sending, including:
- Automations
- Drip campaigns
- AI conversations
- Manual sends
This check happens at send time, ensuring no messages slip through.
How the Block Is Enforced
Every outbound SMS goes through an opt-out check before delivery. The system checks:
- Heavyset’s opt-out history (retained for 6 years)
- CRM opt-out fields
If either source flags the number:
- The message is cancelled
- The send is marked accordingly
Even messages queued before the STOP reply will be blocked at send time.
Performance & Reliability
To maintain speed and reliability, the system uses layered caching:
- Opt-out status is cached after detection
- Reduces repeated database queries
- Cache stays in sync with real-time updates
This ensures fast delivery without compromising compliance.
Summary
| Category | Details |
|---|---|
| What triggers it | A contact replies with STOP or any opt-out phrase |
| Where it's recorded | Heavyset audit log (6-year retention) |
| CRM update | Yes — contact opt-out field is updated automatically |
| Future messages | Blocked at send time across all channels and automations |
| Team notification | Optional — configurable per account |
Bottom line:
A single STOP reply is enough. The contact will no longer receive messages from your Heavyset-connected account, and the opt-out is reflected in your CRM for full team visibility.
Comments
0 comments
Please sign in to leave a comment.