Opt-out Contacts

This section of the user guide is focused on opt-outs. To help you navigate the article we have broken it down into the following sections:

• What are opt-outs?
• Who has access to the Opt-outs page?
• How do I view/edit the Opt-outs page?
• What happens if an agent attempts to send a 1:1 Two-Way Message to an opted-out user?
• What happens if an agent attempts to send a campaign to an opted-out user?

What are opt-outs?

Contacts who do not want to continue to receive text messages from your school.

If recipients opt-out of messages through the phone provider’s method, then the phone provider will block that number from receiving future messages and the number will not be visible in this area.

If a contact is associated with both an email and a phone number, and opts out, both the phone number and email are opted out from receiving further communication. 

Who has access to the Opt-outs page?

The Opt-Outs page is available to individuals with the following permissions: 

For more information on user permissions, review the User Roles & Permissions article.

How do I view/edit the Opt-outs page?

1. Under Contact Management, select Opt-outs. 
   • Contacts on this page will not receive future messages, even if the applicable phone number is in the active campaign’s contact list.
   • If an administrator selects the trash icon next to a phone number, it will remove the phone number from the opt-out list and make the number eligible to receive messages again.

What happens if an agent attempts to send a 1:1 Two-Way Message text to an opted-out user?

If an agent attempts to send a 1:1 text to an opted-out user, a "Failed to Send SMS Message" error will appear in the bottom left-hand corner.

The agent can check the Opt-outs page to verify the contact has opted out.

What happens if an agent attempts to send a campaign to an opted-out user?

Within the Active Campaigns page, on the Contacts tab, the contact will have a failed Delivered status with a Failed Reason of "Opted out".