Opt-Out Handling
STOP Keywords
When a contact replies with STOP (or similar), they’re automatically unsubscribed:| Keyword | Action |
|---|---|
| STOP | Unsubscribe |
| STOPALL | Unsubscribe |
| UNSUBSCRIBE | Unsubscribe |
| QUIT | Unsubscribe |
| CANCEL | Unsubscribe |
How It Works
- Contact sends STOP to your number
- Provider detects opt-out keyword
- Trackly receives notification
- Contact marked as unsubscribed
- Future sends blocked automatically
Re-Subscription
Contacts can re-subscribe by:- Texting START to your number
- Signing up again through your forms
- Admin manually re-subscribing (with consent)
Unsubscribe Reasons
| Reason | Source |
|---|---|
message | Replied STOP |
manual | Admin action |
complaint | Spam complaint |
bad_response | Carrier response |
invalid_contact | Invalid number |
Message Requirements
Required Elements
Every message should include:- Clear sender identification
- Opt-out instructions
Account Settings
Configure account-wide compliance text:- Go to Account Settings > Messaging
- Set Prepend text (added to start)
- Set Append text (added to end)
Consent Management
Types of Consent
| Type | Description | Use Case |
|---|---|---|
| Express | Explicit opt-in | Marketing messages |
| Implied | Existing relationship | Transactional |
Documenting Consent
For each contact, track:- When they opted in
- How they opted in (web form, API, etc.)
- What they consented to
signup_method and signup_date.
Regulations
TCPA (US)
The Telephone Consumer Protection Act requires:- Prior express consent for marketing
- Identification of sender
- Opt-out mechanism
CTIA Guidelines
Carrier guidelines recommend:- Clear opt-out in every message
- Immediate opt-out processing
- No messages to opted-out numbers
CAN-SPAM (Email-Adjacent)
While for email, principles apply:- Honest identification
- Clear opt-out
- Honor requests promptly
Spam Prevention
Content Guidelines
Avoid:- Misleading claims
- Excessive caps/punctuation
- Shortened URLs from unknown shorteners
- Adult content
Volume Guidelines
- Don’t send too frequently
- Respect quiet hours
- Use frequency capping
List Hygiene
- Remove invalid numbers
- Honor opt-outs immediately
- Don’t purchase lists
Handling Complaints
If a carrier flags you:- Review the flagged content
- Identify the issue
- Update messaging practices
- Contact carrier if needed
Audit Trail
Trackly maintains:- When contacts subscribed
- When/why they unsubscribed
- All messages sent
- Opt-out requests received
Best Practices
Always include opt-out
Always include opt-out
Every marketing message should have “Reply STOP to opt out” or similar.
Document consent
Document consent
Know where each contact came from and what they consented to.
Honor opt-outs immediately
Honor opt-outs immediately
Never send to unsubscribed contacts. The system blocks this automatically.
Use clear identification
Use clear identification
Recipients should know who’s messaging them immediately.