# Opt-outs and STOP

See what happens when someone texts STOP, which contacts have opted out, and how to change a contact's opt-outs.

Updated Oct 28, 2026. Source: https://smallbusinesschatbot.com/docs/user-guides/texting/opt-outs-and-stop

## What this does

When someone texts STOP to your business number, Small Business Chatbot marks that phone number **Do not text**. From then on, [workflow texts](https://smallbusinesschatbot.com/docs/workflows/steps/text) to it are blocked. You see and change each contact's opt-outs in **CRM › Contacts**, covered in [Contacts](https://smallbusinesschatbot.com/docs/user-guides/crm/contacts).

## What counts as STOP

A text counts only when the whole message is one of the words below. Capitals and punctuation are ignored. "Stop by the shop tomorrow" is an ordinary text.

| Customer texts | What the app does |
|---|---|
| STOP, STOP ALL, STOPALL, UNSUBSCRIBE, CANCEL, END or QUIT | Sets **Do not text** on every contact with that phone number, and records the number as opted out even if it has no contact yet. The texting agent stays quiet. |
| START, UNSTOP or RESUBSCRIBE | Clears **Do not text** for that number. The texting agent stays quiet. |
| YES | Clears **Do not text** for that number. The texting agent answers it like any other text. |

The confirmation the customer gets after STOP comes from Twilio, the texting provider the app uses. Like any reply, a STOP text also ends running workflows for that number that have **Stop workflows when contact replies** enabled with **Text replies** ticked.

## See and change opt-outs

1. **Open the contact**

   In the app, open **CRM › Contacts** and click the contact's row.

2. **Find Communication preferences**

   In the contact's details, go to **Communication preferences**. A checked box means that channel is blocked for this contact.

   ![The Communication preferences box with Do not text checked and the other three boxes clear](https://smallbusinesschatbot.com/static/images/docs/user-guides/opt-outs-and-stop-preferences-2026-10-28.webp)
   *CRM › Contacts, October 2026*

3. **Change a box and save**

   Check or clear a box, then click **Save Contact**.

> **Careful:** Clear **Do not text** only when the person has asked for texts again. Texting START does it for them.

## The four boxes

| Box | What it blocks |
|---|---|
| **Do not contact (all channels)** | Workflow texts, emails and AI calls to this contact. |
| **Do not text** | Workflow texts. STOP checks it, START clears it. |
| **Do not email** | Workflow emails. |
| **Do not call** | Workflow AI calls. Calls from this contact to your number are still answered. |

Only texts change **Do not text** on their own. [Merging duplicates](https://smallbusinesschatbot.com/docs/user-guides/crm/export-and-duplicates) keeps every box that was checked on any of the merged contacts. Otherwise the boxes change only when you check or clear them.

When several contacts share a phone number, a check on any of them blocks workflow texts to that number.

> **Note:** **Do not contact** in a contact's **Status** list is a label for sorting. To block messages, use the boxes under **Communication preferences**.

## If something goes wrong

| What you see | Why | What to do |
|---|---|---|
| A workflow's text step failed with "CRM destination has opted out of workflow sms delivery" | The number texted STOP, or a box that blocks texts is checked on a contact with that number. | Open the contact and check **Communication preferences**. Leave it as it is unless the person asked for texts again. |
| **Do not text** is checked but the person wants texts again | They texted STOP earlier. | Ask them to text START to your number, or clear the box and click **Save Contact**. |
| Texts to a number are blocked, but no contact with it has a box checked | The number texted STOP before it had a contact. | Ask the person to text START to your number. |