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Managing Opt-Outs and Blocked Messages in TextBetter

How company-wide opt-outs work and what your team sees when a message is blocked due to recipient opt-out status.

When a recipient replies with a recognized 'Opt-Out Command', they will automatically be added to your company-wide opt-out list; effectively blocking anyone at your organization (using TextBetter) from sending a text to that number.

View, Update and/or Export Your Opt-Out List

To view your opt-out list at any time, log into the Admin Portal and navigate to:
Compliance Tab > Reports. From the dropdown, select Opt-Out Report History.

How Numbers Are Added to Your Opt-Out List

There are two ways a mobile number can be added to your opt-out list:

  1. Recipient-initiated (carrier-mandated): this is when a mobile number replies with a recognized opt-out command (such as STOP or UNSUBSCRIBE). For a full list of Stop Commands, and other carrier-mandated keywords, click here.

What are STOP Commands and Carrier-Mandated Keywords?

U.S. wireless carriers require all business text messaging programs to support specific carrier-mandated keywords.  The primary carrier-mandated keyword categories are:

  • HELP – for customer assistance and transparency

  • STOP – to opt out of messaging

  • START / OPTIN – to re-subscribe

For a full list of Stop Commands, and other carrier-mandated keywords and responses, click here.

  1. Manually added (admin-controlled): To manually add a number, log into the Admin Portal and navigate to: Company Settings Tab > Opt-Outs. Click the “+” icon to add a new number to the list.

Can You Reverse an Opt-Out?

Yes — but this is recipient-controlled, meaning only the owner of the mobile number can reverse an opt-out.

For step-by-step instructions on how a recipient can re-subscribe,  click here.

Opt-Out Workflow Explained

If you (or one of your employees) attempt to send a text message to a number on your Opt-Out List, two things will happen:

  1. TextBetter prevents the message from being delivered.

  2. The TextBetter user (message sender) is notified that the message was not delivered because the recipient has opted out of receiving text messages.

Opt-Out Notifications for TextBetter User

We send the TextBetter user a notification making them aware that their message was not delivered due to recipients opt out status. This ensures transparency for your team while maintaining compliance with wireless carrier requirements. 

See product-specific examples below.

Email to Text Notification

 
SMS Suite Notification