Handle opt-outs

Opt-outs involve both Twilio’s messaging block and TextBay’s local block list. Keep both in mind when someone asks to stop or later asks to subscribe again.

What happens after STOP #

When someone replies STOP (or UNSUBSCRIBE, CANCEL and similar) to a US or Canadian number, Twilio and TextBay handle the request at different stages:

• Twilio blocks them on its side. Any later send to that person fails with error 21610 until they text START.
• TextBay blocks them on yours. When the inbox fetches the STOP reply, it adds the number to your local block list, so future runs skip those people outright instead of burning sends on 21610 failures. The same happens when a run hits 21610 directly.

The block list lives on the Contacts page under Blocked numbers; you can add a number manually or remove a local block using Unblock.

If someone wants to subscribe again #

Confirm their renewed consent first. Where Twilio requires a reply keyword, the person must send START or the configured opt-in keyword to your sender. Then remove their local block in TextBay. Clicking Unblock in TextBay does not remove a Twilio-side block, and a START reply does not automatically guarantee that the local list is cleared.

The wording: your opt-out line #

Do not assume your message already includes opt-out wording; check the message and your Twilio configuration. Twilio’s messaging policy requires opt-out instructions in the initial message; review the current policy for your use case. The composer’s Add an opt-out line button appends “Reply STOP to opt out.” once; check the consent and opt-out requirements for your destination and use case.