STOP, HELP and START: how SMS opt-out keywords should work
What the STOP, HELP and START keywords do in business texting, how to handle variations like UNSUBSCRIBE, and how to confirm every opt-out.
·2 min read
Every business text program needs a clear way to stop. Carriers expect it, regulators expect it, and recipients certainly do. STOP, HELP and START are the three keywords nearly every program supports.
This guide explains what each keyword should do, how to treat close variations, and what to check so no one who asks to stop ever gets another message.
What each keyword does
STOP ends the program for that number. The sender should confirm the opt-out once, then send nothing else. HELP returns a short message naming the business and giving a way to get support. START or UNSTOP lets someone who opted out rejoin by their own choice.
- ✓STOP: confirm once, then suppress the number from every campaign.
- ✓HELP: reply with your business name and a phone number or email.
- ✓START: re-enable messaging only because the contact asked to.
Handle the variations
People rarely type exactly one word. They write unsubscribe, cancel, end, quit, or a full sentence such as please stop texting me. Treat the standard keywords as automatic opt-outs and have a person review messages that clearly ask to stop in other words. When in doubt, honor the request.
Verify it works
Test from a real phone before launch: text STOP, confirm you receive the confirmation, then try to enroll that number in a campaign and confirm it is blocked. Repeat after any migration or import, because a list loaded without its suppression data is how opted-out people get texted again.
Key takeaways
- →Support STOP, HELP and START on every program.
- →Confirm an opt-out once and then stay silent.
- →Treat plain-language requests to stop as opt-outs.
- →Test the whole flow from a real phone before sending.
Put this into practice with Text2Sale
Import leads, create follow-up campaigns, organize replies, and connect texting, calling, and appointments in one workspace.
Frequently asked questions
Can I text someone after they reply STOP?
Only the single confirmation message. After that, the number should receive nothing unless the person opts back in themselves.
Is START the only way to rejoin?
No. A fresh, documented opt-in through your form also counts, as long as it is the person's own choice.