Managing opt-outs for your texting campaigns is easy with Impactive, which uses a built-in, semi-automated system to ensure that you never send texts to folks who don't want to receive them.
Impactive's Built-In Opt-Out Tags
Right out of the box, your Impactive campaign will come pre-loaded with two important default opt-out tags, which will be visible under Data > Tags in your admin dashboard:
Opt Out (P2P)
Opt Out (Broadcast)
These two tags correspond to Peer-to-Peer Texting and Broadcast/Automated Texting, respectively, and they are the core way that Impactive prevents opted-out contacts from receiving either type of texts.
It's very important not to edit these two built-in tags; do not create your own opt-out tags. Only these built-in tags will facilitate the opt-out systems described below.
Automatically-Tracked Opt-Outs
Impactive automatically tracks basic opt-out messages received by contacts, like "STOP", "END", and "UNSUBSCRIBE." If a contact sends one of those opt-out messages, Impactive will automatically apply the opt out tag to that contact - either Opt Out (P2P) from a Peer-to-Peer Texting action, or Opt Out (Broadcast) for a Broadcast or Automated Texting action.
Note that users will not see conversation threads that result in automatically-tracked opt-out response in their inboxes (so they aren't confused, can't send any more unwanted messages, and don't try to manually track an opt-out that is already automatically handled).
Once the contact has that opt-out tag for either P2P or Broadcast, they can never be messaged again from that type of texting on Impactive (unless the tag is manually removed by an admin, or the contact explicitly re-opts-in to broadcast via an opt-in keyword). Opted-out contacts will be automatically suppressed via Impactive Safeguard for any future texting actions; you don't have to take any action for these opted-out contacts to be automatically suppressed.
Manually-Tracked Opt-Outs
Sometimes, contacts will reply that they don't want to receive texts anymore, but in wording that is not recognized by Impactive's automated system. For example, if a contact responds "Please do not text me anymore," Impactive would not automatically recognize that phrase.
Therefore, it's important to train your users to manually track opt-outs in addition to the automated system.
Make sure that the opt-out tag (either P2P or broadcast) is added to the Report Settings for your texting action; that will ensure that the tag is present for users to fill a report on when they manage conversations in their inboxes.
Then, if users receive an opt-out message in one of the conversation threads in their inbox, they should be instructed to apply the Opt Out (P2P) or Opt Out (Broadcast) tag in the report for that contact, and send that report to the campaign. Their report will then apply the opt-out tag to the contact.
As noted above: once the contact has that opt-out tag for either P2P or Broadcast, they can never be messaged again from that type of texting on Impactive (unless the tag is manually removed by an admin, or the contact explicitly re-opts-in to broadcast via an opt-in keyword). Opted-out contacts will be automatically suppressed via Impactive Safeguard for any future texting actions; you don't have to take any action for these opted-out contacts to be automatically suppressed.