> ## Documentation Index
> Fetch the complete documentation index at: https://docs.autocampaign.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Opt-out management

> Handle STOP replies automatically and keep your texting within the rules.

## Overview

When someone replies **STOP** (or another opt-out keyword), they must stop
receiving your messages. It's a legal requirement and a carrier rule. Autocampaign AI
checks every incoming message for opt-out keywords, flags the contact, and leaves
them out of all future campaigns automatically. This is called
[opt-out](/getting-started/glossary#opt-out).

You manage opt-out keywords and the optional confirmation reply at **Settings →
Opt-out** (the page shows Opt-out and [Opt-in](/compliance/opt-in) side by side).

<Info>
  **Time to complete:** \~5 minutes  ·  **Difficulty:** Beginner  · 
  **Who can do this:** Owners, Admins and Managers can view; you need to be an
  Owner or Admin to make changes.
</Info>

## How opt-out detection works

<Steps>
  <Step title="A contact replies with a keyword">
    Autocampaign AI checks each incoming message against your opt-out keywords **before**
    anything else. So `STOP` in reply to a poll counts as an opt-out, not a vote.
  </Step>

  <Step title="The keyword is matched">
    Capitals don't matter, and the keyword must be at the **start** of the message
    as a whole word. `STOP`, `stop`, `STOP.`, and `STOP now` all opt out;
    `STOPOVER` does not.
  </Step>

  <Step title="The contact is opted out">
    Autocampaign AI marks the contact as opted out and records an **Opted out** entry on
    their activity timeline (with the keyword and message). They are removed from
    future campaign audiences. Repeated STOPs change nothing further.
  </Step>

  <Step title="An optional confirmation is sent">
    If you've set up an auto-reply message, Autocampaign AI sends it. See the exceptions
    for keywords your provider answers itself, below.
  </Step>
</Steps>

### The default keywords

Every workspace starts with the carrier-standard opt-out keywords:

```
STOP, STOPALL, STOP ALL, UNSUBSCRIBE, CANCEL, END, QUIT
```

## How opt-outs work on WhatsApp and calls

* **WhatsApp** — a contact who replies with one of your opt-out keywords on
  [WhatsApp](/channels/whatsapp) is opted out of WhatsApp only. A contact who has
  opted out of SMS is also never sent WhatsApp messages.
* **Calls** — blocking a caller under **Settings → Voice** also opts the matching
  contact out of SMS. Unblocking the number does not opt them back in. See
  [Calls](/inbox/calls).

## Set up opt-out

<Steps>
  <Step title="Open opt-out settings">
    Go to **Settings → Opt-out**. The left column is **Opt-Out Settings**.
  </Step>

  <Step title="Manage keywords">
    Under **Keywords**, type a keyword and press **Enter** (or click **Add**) to add
    your own, such as `leave` or `optout`. Edit or delete any keyword in place. You
    can have up to **75 keywords** per workspace.
  </Step>

  <Step title="Set an auto-reply (optional)">
    Under **Auto-Reply Message**, enter an optional confirmation (up to **1,600
    characters**) that's sent when someone opts out, then click **Save**. Leave it
    blank to send nothing extra.
  </Step>
</Steps>

## Keywords your provider answers for you

Carriers and your [provider](/getting-started/glossary#provider) (the phone company
behind your numbers) reserve the standard keywords and reply to them before the
message reaches Autocampaign AI:

* **Twilio** automatically handles `STOP, STOPALL, STOP ALL, UNSUBSCRIBE, CANCEL,
  END, QUIT`. For these, Twilio sends its own STOP confirmation and blocks
  Autocampaign AI's duplicate reply. Your custom keywords (like `leave`) are detected
  and answered by Autocampaign AI instead.
* **Telnyx** behaves the same way when advanced opt-out sync is turned on for the profile.

<Note>
  Because of this, your custom auto-reply may not be sent for the standard keywords.
  The provider's own STOP reply is delivered instead. Both may arrive in some setups.
</Note>

## FAQ

<AccordionGroup>
  <Accordion title="Does opting out apply across all channels?">
    Opting out flags the **contact**, so they're left out of future SMS campaign
    audiences. Always confirm consent before re-adding anyone.
  </Accordion>

  <Accordion title="Can an opted-out contact rejoin?">
    Yes, if they reply with an opt-in keyword like **START**. See
    [Opt-in & auto-reply](/compliance/opt-in). They also can't be re-added
    through a [join link](/campaigns/join-links) while opted out.
  </Accordion>

  <Accordion title="Is there a limit on keywords?">
    Yes, **75 per workspace**. Capitals don't matter, and each keyword must
    contain at least one letter or digit.
  </Accordion>

  <Accordion title="Where can I see who opted out?">
    Each contact's activity timeline shows an **Opted out** event with the keyword
    and incoming message. Opted-out contacts are left out of campaign sends
    automatically.
  </Accordion>

  <Accordion title="Can I add a STOP footer to my messages?">
    Autocampaign AI doesn't add an opt-out footer automatically. Include opt-out wording in
    your message text where appropriate. Carriers expect it, especially for
    marketing.
  </Accordion>
</AccordionGroup>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Why isn't my custom opt-out reply being sent?">
    For the standard keywords (STOP, UNSUBSCRIBE, etc.), the carrier sends its
    own reply and blocks Autocampaign AI's. Your custom auto-reply is sent only for
    keywords you've added yourself.
  </Accordion>

  <Accordion title="Why did a contact still get a campaign after opting out?">
    Opt-out is checked at the moment of sending. If the campaign was already going
    out when they replied STOP, the last message may already have been on its way.
    New campaigns leave them out. Confirm the **Opted out** event appears on their timeline.
  </Accordion>

  <Accordion title="Why did a longer word count as STOP?">
    The keyword must be a whole word at the start of the message, so `STOPOVER`
    won't match `STOP`. If a message opted out unexpectedly, check whether it
    *starts* with one of your keywords.
  </Accordion>
</AccordionGroup>

<Card title="Opt-in & auto-reply" icon="circle-check" href="/compliance/opt-in">
  How opted-out contacts re-subscribe.
</Card>