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Twilio Customer Opt-In/Opt-Out

Basic Twilio Setup

It is important to note that once a customer opts-out of receiving SMS, in order for the customer to begin receiving them again, they must actually text in with one of the opt-in key words. If a customer is having trouble recieving SMS messages and they are opted in, this is the first thing to troubleshoot.

Opt-In/Opt-Out

There are three ways to opt-in/opt-out of SMS.

Customer Portal

Editing a Contact

Texting Twilio From Number

 

By default, Twilio supports specific keywords to opt-in to and opt-out of receiving messages.

Opt-Out: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END and QUIT

Opt-In: START, YES, and UNSTOP

Texting any of the opt-out keywords will opt a customer out of receiving SMS. However, texting anything else, will opt-in customers to receiving SMS. To opt-in through text messaging, a phone number must meet two criteria: number opting in must belong to a contact, number opting in must be a mobile number. If you would like to change any of the Opt-In keywords, you will have to Contact Twilio Support.

It’s important to remember that each individual customer must decide to opt into receiving SMS as well as provide a mobile number.

Updated on August 30, 2018

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