Hard vs Soft Opt Outs

Hard Opt Out

If someone replies “stop” or “unsubscribe,” we call it a “hard opt out” because twilio will not allow you to text them anymore unless they reply “start” again. So if you get a hard opt-out, you’re blocked. That’s ok, just mark “DND” in the contact profile, mark the conversation as read, and move on.

Soft Opt Out 

If someone replies, “please stop” or “remove me from the list please,” we call it a “soft opt out” because technically you can still text them. You have the choice to either treat them as a hard opt out, or to represent your client and say, “Alright, I’m taking you off our list for good, have a nice day” or something like that. Either way, still mark “DND” in the contact profile, mark the conversation as read, and move on.