How do opt-outs work?

An opt-out applies permanently, and it is enforced at our end: an opted-out number is rejected before the message goes out — even when your own system forgets to check.

There are three ways onto the list:

• The recipient replies "STOP" (or unsubscribe, stop, afmeld) on a two-way number
• You add the number to the list through the API
• You add it by hand under SMS

The list can be read through the API, so your own system can stay up to date, and a single opt-out can be removed again if someone asks for it themselves.

⚠️ Opt-outs apply to marketing. A service message — a confirmation of an appointment the customer booked themselves — is not marketing, but we enforce the opt-out on everything. It is the safe choice.

Where to see them

Settings → SMS. The opt-outs are their own list, and they apply across all your flows.

An opt-out cannot be removed by you. If the customer wants messages again, she has to send START to the same number herself — it is her choice, not yours.