Understand opt-out and resubscription in the SMS channel.
What to check
STOP, STOPALL, UNSUBSCRIBE, CANCEL, END and QUIT mark SMS consent unsubscribed when received through the supported inbound workflow. START can restore active SMS consent when the provider supports it. Review the message history and recorded status; a resubscription does not change email consent or remove the need to choose the correct message purpose.
Check the channel and purpose
SMS and email consent are recorded separately for the business workspace. Service follow-up concerns the customer’s request, quote or booking; it is not permission for unrelated promotions. Respect opt-outs and record the real source and date of consent.
When a message is blocked
Read the reason, check consent and channel configuration, and review the recent thread before retrying. Do not invent consent or override an opt-out to make a message send. If you cannot resolve the issue, ask your workspace Owner or support.
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