SMS Opt-Out

Shape, by default, handles standard English-language reply messages such as STOP, UNSTOP, UNSUBSCRIBE or CANCEL for Toll-Free and Long Code messages, in accordance with industry standards. Supported opt-out and opt-in keywords for Shape Messaging are listed below.

Any of these STOP keyword replies will prevent a customer from receiving new messages from the phone number they’re responding to. When Shape receives one of these replies, we will create a SMS Opt-Out entry and the record’s marketing status will change to “SMS Opt Out.” Once we have a blacklist entry for a particular recipient phone number, any future attempts to message them will not be sent because the customer has replied with STOP. Recipients can disable this message stop, and resume receiving messages with the START, YES, or UNSTOP commands.​

Any of these replies will opt customers back in to the messages coming from a Shape number. Please note that Toll Free numbers only respond to UNSTOP.

Either of these replies will return a message informing the customer that they can use the above commands to control the delivery of messages. It is currently not possible to customize the default response triggered by these keywords.

Note: When using a Messaging Service to send SMS messages, any STOP keyword replies will apply to the entire range of phone numbers enrolled in this service. Similarly, a START keyword will disable our blacklisting, and allow messages to this recipient once more.

Email Unsubscribe

Shape can keep track of every time a recipient requests to be unsubscribed from your mailings. Shape automatically inserts unsubscribe links at the bottom of every email. Any recipient that clicks on the URL will be automatically unsubscribed and those email addresses will be blocked from receiving future emails.

Note: Text message campaigns may be subject to various legal compliance requirements depending on the nature of your text messaging campaign, the location from where you are sending your text messages, and the location of your recipients. While Shape will handle the above-described messages in the way described in this article, you should consult with your legal counsel to ensure that your text messaging campaign conforms will need to meet all applicable legal compliance requirements.

If a record has unsubscribed, they will no longer receive emails sent from the system. Their contact information will also appear differently in the record’s profile page. The phone and email will bold and change colors with a strikethrough in the upper left hand corner. Under the “Status” dropdown, you find that the “Do Not Contact”, “Email Unsubscribe”, and “SMS Opt-Out” will all be toggled off as well.

Frequently Asked Questions

Yes! You will find the marketing statuses for Opt-Out, Unsubscribe, and Do not call at the bottom of the status dropdown within a record.

An admin in your system can opt a record back into communications via the Opt-Out Report.

Opt-Out Report:

Keywords: SMS, opt-out, email, unsubscribe, stop, cancel, quit

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