Brokerkit strives to build an industry-leading communication platform using media such as SMS/MMS texts while helping you comply with all industry regulations. It makes available supported opt-out and opt-in keywords, which are both in accordance with industry standards.
Quick Reference: Opt-Out and Opt-In Keywords
| Action | Keywords | What Happens |
|---|---|---|
| Opt out (stop texts) | STOP, END, CANCEL, UNSUBSCRIBE, QUIT | Contact is added to suppression list and stops receiving texts from that Brokerkit number |
| Opt back in (resume texts) | START, YES, UNSTOP | Contact is removed from suppression list and starts receiving texts again |
The contact must reply with these keywords to the same Brokerkit phone number they opted out from.
A Contact Stopped Texts and Wants to Receive Them Again
If a contact, agent, or lead previously replied STOP (or any stop keyword) and now wants to receive text messages again, the fix is simple: the contact must text START, YES, or UNSTOP back to the same Brokerkit phone number.
This is the only way to resume texts after an opt-out. A Brokerkit user cannot override this from their end — the contact must send the opt-in keyword themselves from their own phone.
Once they reply with START, YES, or UNSTOP, they are automatically removed from the suppression list and will begin receiving your texts again. No other action is needed from you.
Common scenario: "My agent/lead stopped getting my texts" or "Texts are not going through to this contact" — if the contact previously replied STOP, the solution is to have them reply START to your Brokerkit number.
How to Opt-Out
For cases when text recipients want to stop receiving Brokerkit text messages, replying with the stop keywords will add their phone number to a suppression list for the Brokerkit user phone number, preventing the contact from receiving new messages from the Brokerkit phone number they're responding to.
That means if recipients wish to cancel or stop receiving any text communication coming in, they only need to respond by typing any of the following universal stop keywords: STOP, END, CANCEL, UNSUBSCRIBE, and QUIT.
After the recipient replies with a stop word, an automated response will be generated to acknowledge and complete the process. The response will read as follows: "You have successfully been unsubscribed. You will not receive any more messages from this number. Reply START to resubscribe."
How to Tell if Someone Opted Out
- You can determine this from each text's delivery status, which is detailed here.
Things to note about texting opt-outs:
- If the user replies by requesting to opt out but does not use the exact stop words (e.g., Please remove me from your list), they will not be automatically opted out. We recommend you either manage those with a label or archive them as detailed here.
- The opt-out will only apply to the Brokerkit phone number on which they replied with the stop word. Each user in a Brokerkit account has a different phone number, and the opt-out will not apply to the other user's phone numbers.
- If a user releases their phone number and gets a new one, the opt-outs will not be tied to the new phone number since the suppression list is tied to the old phone number.
- If a contact in recruiting or retention opts out of texts, they can still receive emails. Email unsubscribes are independent and are described here.
- Contacts can still be subscribed to campaigns, but any campaign steps to send texts will be suppressed after an opt-out. You can see the suppression of the text in the status message at the bottom right of the text in the contact activity timeline. Email and task steps will still execute properly in the campaign.
Do I need to manually remove contacts who reply STOP?
No. When a contact replies with a stop keyword (STOP, END, CANCEL, UNSUBSCRIBE, or QUIT), Brokerkit automatically adds their phone number to the suppression list for that Brokerkit phone number. They stop receiving texts from that number going forward, and an automated unsubscribe confirmation is sent back to them.
You do not need to manually remove the contact, archive them, or take any cleanup action for the opt-out itself. Future text steps in their campaigns are suppressed automatically; email and task steps continue to run.
If a contact phrases their opt-out without using one of the supported stop keywords (e.g., "please take me off the list"), the system cannot automatically opt them out. In that case, manage them with a label or archive them as described above.