How can a customer unsubscribe from messages?

Because your customer has already done business with you, and in many cases agreed to leave feedback, there is no legal requirement to include an ‘opt-out’ in each message. As long as it isn't a marketing promotion you do not have to display the opt-out information. 

If your customers do want to stop receiving messages, there is a small button in the customer details column that will stop all future messages from being sent to this customer.

WARNING: This cannot be undone and will notify the phone service provider that the customer has requested to no longer receive messages.

The only way to re-subscribe a customer is to have them text 'START' back to your current texting number.

Note: if the customer texts any of the following messages, it will also unsubscribe them automatically: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT.

Chekkit does not automatically mark conversations with "STOP" replies as closed, but this is intentional to give your team full control over how you manage customer threads.

While a "STOP" message means the customer has opted out of receiving further texts, the conversation may still include important context, open inquiries, or follow-up items that need to be reviewed or documented before it's closed.

Automatically closing these messages could result in missed actions or unresolved issues.

We recommend manually closing these conversations once you've confirmed there's no further follow-up required. This approach ensures nothing slips through the cracks and you maintain complete visibility into customer interactions.

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If you have any questions, please contact us at support@chekkit.io!