When a contact replies STOP from any of their phone numbers, Aloware applies the SMS opt-out to the entire contact rather than to the single number that sent the message.
Every phone number on that contact is treated as opted out, so the contact's request to stop receiving texts is honored across all of their numbers.
This applies to every user sending SMS and matters most for contacts that have more than one phone number on record.
A STOP reply (or an equivalent keyword such as STOPALL, UNSUBSCRIBE, CANCEL, QUIT, or END, in any letter case) sets the SMS opt-out flag at the contact level and marks all other numbers on the contact as opted out. The opt-out covers SMS only. Voice calls to and from the contact continue to work.
How the opt-out is triggered
Aloware applies the contact-level opt-out as soon as it receives a qualifying reply. The following inputs trigger the global opt-out:
A STOP reply from any number on the contact, regardless of which Aloware line received it.
Equivalent keywords, including STOPALL, UNSUBSCRIBE, CANCEL, QUIT, and END.
Any letter case, including lowercase and mixed case (for example, stop or Stop).
Replies that are not opt-out keywords, such as "Yes" or "Call me," do not trigger the opt-out.
What happens after a contact opts out
Once the flag is set at the contact level, Aloware blocks outbound SMS to every number on the contact, including numbers that never sent STOP. This applies across all Aloware lines and all sending methods:
Manual sends are blocked, and the agent sees a warning explaining why.
Campaigns, sequences, and power dialer SMS steps skip every number on the contact.
The contact screen displays an info indicator showing that the contact is opted out. The indicator shows the reason (for example, a STOP reply was received) and the scope (the opt-out applies to all numbers on the contact).
Agents can still call the contact and review the full conversation history while the opt-out is in effect.
How opt-out status persists
The opt-out follows the contact rather than a single number, so it holds up across common contact changes:
A number added to an opted-out contact is opted out automatically.
Removing the number that originally sent STOP does not lift the opt-out.
Merging contacts keeps the opted-out status.
The status persists across sessions and is reflected in HubSpot sync.
Contact-level opt-outs are preserved.
Resuming SMS to a contact
To resume SMS, the contact replies START. This removes the contact-level opt-out, clears the info indicator, and unblocks SMS sending to all of the contact's numbers.
Admin configuration
No admin setup is required. The feature is enabled automatically for all accounts. Day to day, agents and admins only need to:
Watch for the info indicator on the contact screen to know when a contact is opted out and why.
Wait for the contact to reply START to resume SMS, which removes the opt-out and the indicator.