Opt-outs

An opt-out is a customer’s preference to stop receiving future messages from your business. Customers can opt out by replying to a text, sending an email, calling your team, or filling out a form on your website. Every message sent should provide a clear opt-out option at the bottom, ensuring users know how to unsubscribe.

Opt-outs can be managed in two ways:

• Within Webex Interact — e.g., replies with opt-out keywords (e.g., STOP) or Interact opt-out form.
• Outside Webex Interact — e.g., phone calls, emails, or external forms.

Opt-outs within Webex Interact

When customers use opt-out features, such as - replying with an opt-out keyword (e.g., STOP) or filling out a Webex Interact opt-out form. These opt-outs are tracked automatically, and added to your opt-out list.

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Example message

“To opt-out, text STOP to [your Interact phone number]"_

When a customer opt-outs:

• Customers who replies with an opt-out keyword are added to your opt-out list.
• They won’t receive future campaign messages.
• Even if you try to send a message to them, Interact will automatically exclude their number during delivery.

You can also send a confirmation to let them know: For example, “You’ve been unsubscribed. You won’t receive more messages.”

Opt-outs outside Webex Interact

Opt-outs don’t happen over text. When customers opt-outs in other ways—by email, over the phone, or through a external website. These are difficult to track and will not be added to your list. You need to import these contacts to your opt-out list.

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For example:

A customer emails you: “Please stop texting me about promos.” In this case, you’ll need to import their number to your opt-out list.

To ensure compliance when customers opts out via a method other than SMS:

• Locate their phone numbers.
• Add or import it into your opt-out list.
• Verify that they are excluded from future campaigns.