Text messaging rules give every customer a simple way out: reply STOP to any text, and the messages end. Escape handles this automatically and completely.

What happens when a customer texts STOP

  • They're immediately excluded from all messaging — every automatic sequence, every reminder, every follow-up. It's account-wide, not per-conversation.
  • The carrier also blocks texts to them from your number. This is a phone-industry rule, not an Escape setting — after a STOP, texts to that customer won't be delivered even if someone tries to send one manually.
  • Their contact record is marked so your team can see it at a glance.

How to spot an opted-out customer

Open the customer's contact record. An opted-out customer is marked with a DND/opted-out indicator on their contact. If you're wondering why someone isn't getting reminders, this is the first thing to check — see the reminder troubleshooting checklist.

Screenshot placeholdercontact record showing the opted-out indicator

Can they opt back in?

Yes — but it has to come from them. If a customer texts START to your business number, messaging can resume. Your team can't undo an opt-out on their behalf; that's a carrier rule that protects your number's reputation.

If a customer says they opted out by accident, ask them to text START to your business number.

What your team should do

  • Never try to work around it. Texting an opted-out customer from personal phones "just this once" defeats the point and can annoy a customer who asked for space.
  • Call instead. An opt-out stops texts — it doesn't stop your team from picking up the phone for a real conversation.
  • Not sure why someone's not getting messages? Check the contact first, then contact support and we'll look under the hood.