What happens when a customer replies STOP or START

STOP keywords

When an inbound SMS body matches STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, or QUIT, Cendaro treats it as an unsubscribe request for that workspace's SMS channel.

• SMS consent is marked unsubscribed.
• The unsubscribe time is recorded.
• The unsubscribe method is set to inbound_sms_keyword.
• The inbound message is logged in message events.
• Future non-essential SMS should be blocked.

Customer confirmation

When the SMS provider supports confirmations, the customer should receive: You have been unsubscribed and will no longer receive SMS messages from this business. Reply START to resubscribe.

START resubscribe

When an inbound SMS body matches START, Cendaro can restore SMS consent for that lead and workspace if the messaging provider supports the workflow.

• Consent status is set active.
• Consent type is set to express.
• Consent source is set to inbound_sms_start_keyword.
• The previous unsubscribed timestamp is cleared.
• The event is logged for audit and message history.

After START

The customer confirmation should say: You have been resubscribed to SMS messages from this business.

Even after START, users should still choose the correct message purpose. Marketing messages require valid marketing consent evidence, not just an operational reason to follow up.

What your team should do

1. 1Do not manually override a STOP opt-out unless the customer clearly resubscribed or gave valid consent again.
2. 2Use the lead thread and message events to confirm what happened.
3. 3If a send is blocked after STOP, treat that as expected protection.
4. 4If the customer asks to be contacted another way, record the correct channel consent before using that channel.