What happens when someone texts STOP?

When someone texts STOP, they're using the standard way to opt out of text messages from a short code. On Textiful, STOP and HELP are handled automatically on every keyword and every QR code. There's nothing to set up. STOP and HELP texts also never count as conversations, so an opt-out doesn't use up part of your plan.

Textiful replies to a STOP right away with a confirmation: "You have canceled enrollment for [your organization] text messages. Text a keyword to restart." The STOP ends any flow that person was in on that short code and cancels any reminders still waiting to go out to them. Common variations such as END, QUIT, CANCEL, and UNSUBSCRIBE work the same way.

What is STOP for?

STOP is the word people across the US recognize as "stop texting me." Wireless carrier guidelines (see CTIA) and US rules on text messages, such as the TCPA, expect text programs to respect it. It's part of what makes opt-in meaningful: a person starts the conversation by texting in, and they can end it the same way.

On a slide or sign, it helps to say so in the ask:

Text DEMO to 33777 to get today's slides and join my email list. Reply STOP to opt out.

That line tells people up front how to leave.

What about HELP?

HELP is the matching standard word for "what is this?" Someone who texts HELP wants to know who's texting them and how to opt out. Textiful handles HELP automatically, just like STOP, on every keyword and QR code, and a HELP text doesn't count as a conversation.

The HELP reply names your organization (from your account settings), notes that message and data rates may apply, explains how to reply STOP, and gives a support address.

Does a STOP affect my bill or my reports?

Text	Handled by	Counts as a conversation?
SLIDES (your keyword)	Your capture flow	Yes, once
A QR code scan, then send	Your capture flow	Yes, once
STOP	Textiful, automatically	No
HELP	Textiful, automatically	No

A conversation is one person starting your flow, however many questions they answer. STOP and HELP never count. So if a few people opt out during a busy event, your conversation count reflects only the people who started your flow.

Does STOP remove someone from my email list?

Texting STOP is about text messages. Once a contact has reached Mailchimp, Kit, ActiveCampaign, or another email tool, that tool's own unsubscribe link handles email. Handout emails sent through Textiful come from your name and let recipients unsubscribe.

Inside Textiful, the STOP is recorded on that contact. Because a short code only ever sends in reply to someone, nothing more goes to them by text unless they text one of your keywords again, which starts a new conversation.

If someone tells you in person or by email that they want off your list, remove them in your email tool. Is text-to-join legal? covers consent basics in general terms, and for questions about your situation, talk to a lawyer.

What should I do when someone opts out?

On the text side, nothing, because Textiful handles it. If you see more opt-outs than you expected, look at the ask itself:

• Does the slide or sign say what people will get and that they're joining your list?
• Does the first message of the flow match that promise?
• Is the keyword clearly yours? A generic word can draw texts from people who expected something else.

If the wording was vague, tighten it before the next event. What should I offer people for texting in? has ideas for an offer that matches the room.

How does Textiful help?

Every Textiful keyword and QR code handles STOP and HELP automatically, and those texts never count toward your plan, which is priced by conversation on the pricing page.

Try it at your next event → Start a free trial