Managing optouts, STOP keywords, and resubscribing a contact
Compliance is handled automatically. Here is exactly how
How opt-out works
When a contact replies with an opt-out keyword (such as STOP), Sublime SMS automatically:
- Marks the contact as unsubscribed in HubSpot
- Registers the opt-out with your Kudosity account
- Blocks any further sends to that contact -- from chat, from workflows, or anywhere else in the app -- until they resubscribe
This happens immediately and automatically. No configuration is needed on your part.
Checking a contact's subscription status
A contact's current SMS subscription status is stored on their HubSpot record and shown in the SMS Chat card. If a contact has opted out, the chat card will show this clearly and disable sending.
Re-subscribing a contact
If a contact wants back in, open their record and use the re-subscribe option in the SMS Chat card. This removes them from the opt-out list and restores their ability to receive messages.
What happens if we can't verify a contact's status
If Sublime SMS is ever unable to confirm whether a contact has opted out (for example, a temporary connection issue), it will not send the message rather than risk sending to someone who's unsubscribed. You'll see a clear error if this happens -- simply try again once the issue clears.