What happens when someone replies STOP to my SMS or Viber message?

Pushwoosh records marketing consent for each phone number in two Boolean tags: SMS Marketing Consent and Viber Marketing Consent. When a person opts out, Pushwoosh sets the tag to false and stops marketing messages to that number.

Pushwoosh records an opt-out automatically when:

• The reply is exactly STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT (any case, with or without a final . or !). Longer replies or other languages don't count.
• The SMS provider rejects a message because the person unsubscribed with their mobile operator.
• The person unsubscribes from your business account in Viber.

After an opt-out, the number is also unsubscribed from the channel and gets no messages there, even transactional ones. Transactional messages resume if you register the number again or the person sends any other reply. Marketing messages stay blocked until the tag is set to true.

Pushwoosh never sets the tag to true by itself, and a reply such as START doesn't restore consent. Your developers set it with the setTags API method.

Opt-out mode is the default. To send marketing only to numbers that agreed (opt-in mode), record consent first, then contact Pushwoosh Support. You can't change the mode in the Control Panel.

Skipped subscribers get status code 1038 (SMS) or 1039 (Viber).

Learn more: SMS and Viber marketing consent