SMS Opt-In and Opt-Out: How Consent Works in JustCall
SMS Opt-In and Opt-Out: How Consent Works in JustCall
US carriers and the TCPA require documented consent before you send business text messages. JustCall enforces opt-out processing automatically, but you are responsible for collecting opt-in consent before sending the first message.
Available on: All plans
Opt-In: Getting Permission to Text
Before texting a customer, you need their consent. The type of consent depends on what you're sending.
| Message type | Required consent | Example |
|---|---|---|
| Transactional (order confirmations, appointment reminders, delivery updates) | Express consent | Customer provides their phone number at checkout |
| Promotional (offers, marketing campaigns, product announcements) | Express written consent | Customer checks a checkbox agreeing to receive marketing texts |
| Conversational (reply to a customer who texted you first) | Implied consent | Customer initiates a text conversation with your number |
What counts as valid opt-in
- A web form where the customer enters their phone number and checks a consent box
- A verbal agreement during a phone call (document it in your CRM)
- The customer texts your number first (opt-in for that conversation thread)
- A paper form with a signature (e.g., at a retail location or trade show)
What does NOT count as valid opt-in
- Purchasing a contact list
- A customer giving you their number for calling purposes only
- Pre-checked consent boxes on web forms
- Scraping numbers from websites or social media
Opt-Out: Automatic Processing
JustCall handles opt-outs automatically. When a recipient sends any of these keywords, the system processes it instantly:
Opt-out keywords: STOP, UNSUBSCRIBE, CANCEL, END, QUIT
What happens:
- JustCall sends a confirmation: "You have been unsubscribed. Reply START to resubscribe."
- The contact is marked as opted out in JustCall.
- All future outbound SMS to that number is blocked — across your entire account, not just one number.
You cannot:
- Override an opt-out manually
- Remove the opt-out flag without the customer re-subscribing
- Send "one more message" after an opt-out
This is enforced at the carrier level. Attempting to bypass opt-outs will result in carrier filtering and potential number suspension.
Re-Subscribe: Opting Back In
A previously opted-out contact can re-subscribe by texting:
Re-subscribe keywords: START, UNSTOP, YES
JustCall automatically:
- Removes the opt-out flag.
- Sends a confirmation: "You have been resubscribed to messages from [Your Business]. Reply STOP to unsubscribe."
- Re-enables messaging to that contact.
Managing Opt-Out Status
View opted-out contacts
Go to Settings → SMS Settings → Opt-Out List to see all contacts who have opted out. This list shows:
- Phone number
- Date of opt-out
- The JustCall number they opted out from
Bulk opt-out (suppression list)
If you have a list of numbers that should not receive messages (e.g., from a previous DNC request), you can upload them as a suppression list:
- Go to Settings → SMS Settings → Opt-Out List.
- Click Import.
- Upload a CSV with phone numbers in E.164 format (+1XXXXXXXXXX).
Required Disclosures in Your First Message
When texting a customer for the first time, include:
- Your business name — so they know who's texting.
- What they'll receive — the type of messages (e.g., "appointment reminders").
- How to opt out — "Reply STOP to unsubscribe."
- Message frequency — how often you'll text (e.g., "up to 4 msgs/month").
- Rates notice — "Msg & data rates may apply."
Example first message:
Hi Sarah, this is Dr. Smith's office. We'll send appointment reminders and follow-ups to this number. Reply STOP to opt out. Msg & data rates may apply.