To comply with legal requirements, it's incredibly important to respect the wishes of any contact who doesn't want to be texted again. When a contact asks to be removed from your list (see some example phrases below), they must be opted out from further texts.
The Scale to Win Spoke platform keeps a running list of the Opt-Outs on your account. Each time a contact list is uploaded to a text campaign, it’s checked against the Opt-Out list. Any numbers that have been opted out will automatically be removed from the campaign. In addition, texters will not be able to view messages from contacts on the Opt-Out list.
Spoke admins can view a running total of Opt-Outs and add to this list on the Opt-Out page. In addition, Message Review can be used to view Opt-Outs, search for particular Opt-Outs, and perform Opt-Outs.
When to opt out
Texters should be instructed to opt out any contact who indicates they don't want to receive texts from your organization. Common opt out requests include:
Stop
Unsubscribe
Delete
Cancel
End
Quit
Opt out
Take me off your list
Remove my number
Don't text me again
All requests to be opted out should be granted. Opting out a number should be treated as a permanent action.
Note: If you are currently using our teams feature, your Opt-Outs will be, by default, shared across teams. To disable shared Opt-Outs, please reach out to us.
How to opt out as a texter
Texters can manually opt out a contact by clicking the “Opt-Out” button near the bottom of the conversation screen.
Image showing the Opt-out button in the texter conversation window.
Clicking the “Opt-out” button will prompt the texter to confirm the Opt-Out with a second click.
Image of the opt-out confirmation screen. Texters can choose to opt out with a message or without a message before selecting the red “Opt-Out” button to perform the opt out.
Texters have the option to send your organization’s default Opt-Out message (configured in Settings) to let the contact know their wishes have been respected, or to proceed with no message. By clicking the red “Opt-Out” button, the texter will opt the contact out.
How to opt out from Message Review
Users with Supervolunteer, Admin, or Owner status can also opt contacts out – without a message – from Message Review at any time.
In Message Review, click the "View Conversation" icon next to a conversation.
Image showing where to find the “View Conversation” icon in Message Review.
This will open a popup where you can access an Opt-Out button.
Image showing where to find the “Opt-Out” button on a conversation in Message Review.
Click the button to opt the contact out.
Automatic Opt-Outs
To reduce the amount of time spent on opting out contacts, account Owners can toggle on a feature to automatically opt out contacts who reply with specific opt-out keywords on the Settings page.
Image showing where to find the toggle to ensure automatic Opt-Outs are turned on for your team.
This feature is team-specific and generally turned on by default for all Spoke teams.
Admin Opt-Outs
To add Opt-Outs to Spoke from an external source, you can also bulk upload phone numbers to the “Opt-outs” page.
Image showing the screen where you can add phone numbers to your opt-out list on the Opt-outs page.
Read more about how to bulk upload phone numbers to your Opt-Out list here.