What happens when someone responds STOP or END?

When a contact responds STOP, END, or any other variation that revokes consent, they must be opted out of receiving messages, emails, and phone calls from the company, through either Channel Automation or other means.

Front End

If a user says STOP, Twilio (the sms service used by Channel Automation) will flag the response itself. The contact receives a text acknowledging that they have been opted out, and then receive no further communication. 

If a user says END, or something else, Channel Automation can respond instead when automation to do so is implemented.

Back End in Channel Automation

In Channel Automation

In Channel Automaton, the exact programming can be configured as needed. All messaging and automation must be stopped. Do Not Contact (DNC) tags and labels cab be applied to the contact. They will be opted out of all messaging and unsubscribed to the bot. This means no automation can be applied to them again.

Their contact record is retained in Channel Automation, unless it is explicitly programmed to be deleted.

Their opt-out can be logged for analytics and KPI tracking.

External Communication

When an API is connected to the CRM software, Channel Automation can send a signal that a contact has opted out and is marked DNC in Channel Automation. Depending on the configuration of the API, the CRM can be automatically updated.

Other external notifications can be set up, so that an email, or a Teams/Slack/etc message is sent whenever a user opts out.